Sai Foods Pvt Ltd and its esteemed brand, Gourmethouse, are committed to delivering high-quality Fast-Moving Consumer Goods (FMCG) to customers across India and through various ecommerce channels. Ensuring customer satisfaction is at the core of our business philosophy. This document lays out our comprehensive Return & Refund Policy, designed to create a transparent, fair, and hassle-free process for both our valued customers and our network of sellers and partners. By adhering to these guidelines, we aim to build trust, uphold our reputation, and foster long-term relationships in the marketplace.
Scope & Applicability
This policy applies to:
• All products sold under the Sai Foods Pvt Ltd and Gourmethouse brand, whether through our owned ecommerce platform, third-party marketplaces (such as Amazon, Flipkart, BigBasket, and others), or offline retail channels.
• Direct customers, resellers, and authorized distribution partners.
• All FMCG items, including but not limited to packaged foods, ready-to-eat products, gourmet ingredients, beverages, and related accessories.
General Principles
• Customer-centric Approach: We strive to resolve all return, replacement, and refund requests swiftly and fairly, prioritizing the customer experience.
• Transparency: Our procedures and requirements are clearly communicated to customers, sellers, and partners.
• Compliance: We comply with all applicable local, state, and national laws regarding product returns, safety, and consumer rights.
Return Eligibility
• Returns are accepted for products that are:
• Damaged or defective upon delivery
• Incorrect item(s) delivered
• Expired or near expiry at the time of receipt
• Significantly different from product description or image
Returns are not accepted for:
Open, partially used, or consumed products (unless the issue is a manufacturing defect or safety concern)
Products returned without original packaging, labels, or invoice
Items marked as “non-returnable” on the platform or packaging
Products damaged due to misuse, improper storage, or negligence by the customer
Return Window
• Returns must be initiated within 7 days of delivery for most products.
• For products with a shelf life of less than 30 days, complaints must be raised within 48 hours of delivery.
• Exceptions may apply for bulk orders, business-to-business transactions, or festival-season sales (as indicated at the time of purchase).
Return Process
• Step 1: Initiate Return
• Customers must contact our customer service team via email, phone, or the ecommerce platform’s return portal, providing order details, product photos, and reason for return.
• For third-party platforms, follow the return process specified on the respective marketplace.
Step 2: Review & Approval
Our team will review the return request and supporting documents within 48 hours.
If approved, customers will receive instructions for product pickup or drop-off.
Unapproved returns will be communicated with reasons for rejection.
Step 3: Product Collection
Approved returns will be scheduled for pickup by our logistics partners within 2-4 business days.
Customers may also be asked to ship the product back at our cost (if pickup is unavailable).
Returned products must be securely packaged to avoid damage in transit.
Step 4: Inspection & Verification
Once received, products undergo quality inspection by our warehouse team.
If the return meets eligibility criteria, the refund or replacement is processed promptly.
If the return is rejected post-inspection, the product will be returned to the customer with a detailed explanation.
Refund Policy
• Refunds are issued via the original mode of payment (credit/debit card, net banking, wallets, UPI, etc.), or as store credit as per customer preference.
• Refunds will be processed within 3-5 business days post-approval of the return and receipt of the product at our facility.
• In case of failed delivery or order cancellations prior to shipping, full refunds are issued automatically within 2 business days.
• Shipping charges are refunded only if the entire order is found to be faulty, damaged, or incorrect, or if the issue is attributable to Sai Foods Pvt Ltd or Gourmethouse.
• For partial returns (i.e., only some items in the order are returned), the refund amount will be calculated proportionally.
• Customers are notified via email/SMS once the refund has been initiated.
Replacement & Exchange Policy
• Replacement is offered for:
• Damaged, defective, or incorrect products
• Missing items in a multi-item order
Exchange is considered for:
Receiving an entirely different product than ordered (subject to availability)
Replacement/exchange requests must be initiated within the standard return window.
Replacements are shipped after the original item is received and inspected.
Special Considerations for Perishable & High-Value Products
• For perishable or temperature-sensitive items (frozen foods, dairy, etc.), returns are only accepted if delivery issues (late, damaged, spoiled) are reported within 24 hours of delivery, along with clear photographic evidence.
• High-value orders may require additional verification before processing returns or refunds.
• Bulk or wholesale purchases may have a modified return and refund policy; details will be specified at the time of ordering.
Seller/Partner Guidelines
• All authorized sellers and partners are required to comply with this Return & Refund Policy.
• Non-compliance may result in penalties, withheld payments, or suspension of seller account.
• Sellers must update product listings with clear return, refund, and non-returnable item information.
• All disputes between customers and sellers will be mediated by Sai Foods Pvt Ltd, whose decision will be final and binding.
• Sellers are expected to cooperate fully in investigations and logistical arrangements pertaining to returns.
Customer Support
• Our customer service team is available 7 days a week via email, phone, and chat for all post-sale support, return, and refund queries.
• Escalation matrix and grievance redressal mechanism are in place to handle unresolved cases.
• All communications should reference the order ID and supporting evidence for faster resolution.
Fraud Prevention & Abuse Policy
• Returns suspected to be fraudulent, excessive, or abusive may be declined at our discretion.
• Customers or sellers engaging in fraudulent returns or claims may be blacklisted and reported to relevant authorities.
• We reserve the right to amend or update this policy at any time in the interest of business integrity.
Frequently Asked Questions (FAQs)
• Q: How do I initiate a return?
• A: Contact our support team with your order details, or use the return portal on the site or marketplace where you purchased.
• Q: What products can’t be returned?
• A: Products marked non-returnable, partially-used/opened food, and items past the return window cannot be returned except in cases of defect or safety.
• Q: How long does the refund take?
• A: Refunds are processed within 3-5 business days after product receipt and inspection.
• Q: Will I get a replacement or a refund?
• A: You may choose, subject to inventory and inspection results.
• Q: Who pays for return shipping?
• A: If the return is due to our error (wrong/damaged/expired), shipping is on us.
Policy Review & Updates
This policy will be periodically reviewed and updated to reflect changes in business practices, legal requirements, or market conditions. Customers and sellers will be notified of any substantive changes via email or official website updates.
If you have further questions or need clarification about our Return & Refund Policy for Sai Foods Pvt Ltd and Gourmethouse Brand, please contact our customer support team.