Return & Refund Policy

At Sri Durga Foods we take great pride in the quality of our pickles, pastes, spices and traditional Andhra foods. Because our products are perishable food items, returns are handled with care and only under specific situations described below. We are committed to resolving every legitimate issue quickly and fairly.

1. Eligible return situations

You may raise a return / replacement request in the following cases:

• Damaged product — the packaging or jar arrived broken, leaking, or tampered with.
• Wrong product — you received a different item, variant or weight than what you ordered.
• Missing items — a product or variant from your invoice is missing from the parcel.
• Quality issues — the product is spoiled, has visible mould, or has an off-odour on receipt (with photo / video evidence).

2. Non-returnable situations

• Products which have been opened, partially used, or consumed (except in the case of genuine quality issues with evidence).
• Reports raised more than 24 hours after delivery.
• Items damaged due to mishandling after delivery.
• Products refused at the time of delivery without a valid reason or returned to origin (RTO) due to non-availability.
• Minor variations in colour, oil-separation, sediment formation, or texture — these are natural for hand-crafted Andhra pickles and not considered defects.

3. How to raise a return request

• Contact us within 24 hours of delivery via WhatsApp, phone or email.
• Share your order ID, a brief description of the issue, and clear photographs / a short video of the affected product and outer packaging.
• Our customer-care team will review the request within 1–2 business days and respond with the resolution (replacement, refund, or store credit).
• If a return shipment is required, our shipping partner Shiprocket will arrange the pick-up at no cost to you.

4. Refund process

• Approved refunds for online payments are processed back to the original payment method via Razorpay.
• Refund timelines (after approval): 5–7 business days for UPI / cards / net-banking.
• Shipping charges (where applicable) are non-refundable unless the return is due to our error (damaged / wrong / missing).

5. Replacements

Where stock is available, we always prefer to replace a defective product with a fresh unit rather than refund. Replacement shipments are dispatched within 2 business days of approving the request and carry no additional shipping charge to you.

6. Food product safety considerations

For your safety, please always:

• Inspect the seal and jar before opening.
• Use a clean, dry spoon to serve pickles and pastes.
• Store as per the instructions on the label (away from direct sunlight; refrigerate where indicated).
• Consume within the best-before date printed on the pack.

7. Cancellations

Self-service order cancellation is currently unavailable on the website. If you need to cancel a recent order, please contact us via WhatsApp, phone or email with your order ID before dispatch and we will do our best to help. Once the parcel has been handed over to the courier, please follow the return process above instead. See our Terms & Conditions for additional details.

8. Customer support

Our customer-care team is available Monday – Saturday, 10 AM – 7 PM IST. For the fastest response, please reach out via WhatsApp using the contact details below — we typically respond within a few hours during working time.