Refund, Returns & Cancellation Policy

• You can cancel an order yourself, from the order's page in the app or on the website, while its status is "Ordered" — that is, before it is packed. There is no cancellation charge.
• Once the order is packed it can no longer be cancelled from the app. Contact Support straight away: if it has not left for delivery, we will try to cancel it.
• Once the order is out for delivery, you can refuse the goods at your shop instead (section 3).

• An online payment is not completed within the time shown at checkout.
• A bank transfer is not received and confirmed within the time shown for the order.
• Goods are not available, a price was wrong, the shop is outside our delivery areas, or the order breaks our Terms of Use (for example overdue dues or suspected misuse).

You are told in the app when this happens. Anything you paid for cancelled goods is refunded (section 6), and Coins you used are returned to your wallet.

Please check the goods in front of our delivery staff before you accept them: the number of cases and pieces against the invoice, damage or leakage, seals, the product and pack size, and the expiry date. You can return any item at the door that is:

• damaged, leaking, broken, or with a torn or tampered seal;
• a different product, brand, variant or pack size from the one ordered;
• expired, or with less remaining shelf life than [TODO: minimum shelf life at delivery, e.g. one-third of total shelf life];
• short against the invoice — you pay only for what you receive.

Our delivery staff record each returned item and the reason. If you pay on delivery, you pay only for the items you keep; otherwise a credit note is issued for the items returned.

Some problems can only be found after delivery — for example a damaged or missing item inside a sealed case. Report it within [TODO: time window, e.g. 48 hours] of delivery by raising a "Return or replacement" request from Support in the app or on the website, with the order, the item and quantity affected, and photos showing the problem, the batch and expiry details, and the outer case or invoice.

• We review the request and tell you whether it is approved, usually within [TODO: e.g. 2 working days].
• Approved items are collected from your shop, normally on our next delivery to you. Please keep them unused and in their original packaging until then.
• When the items reach our warehouse and are checked, a credit note and refund are issued (section 6). If the items do not match the request, the claim may be refused.

• Items accepted at delivery without a remark — unless the problem could only be found on opening and was reported within the time in section 4.
• Items that were opened, used, re-packed, damaged or stored improperly after delivery.
• Items sold as near-expiry or clearance stock, when this was shown before you ordered.
• Free items given with an offer, unless they are returned with the main item (otherwise their value is deducted from the refund).
• [TODO: confirm any category that cannot be returned once accepted, e.g. loose staples, fresh produce, oils.]

• Paid on delivery: you pay only for the goods you accept. If an amount is due to you after you have paid (for example for a return approved later), it is [TODO: confirm — paid to your bank account / UPI, or adjusted in your next order].
• Paid online: refunded to the original payment method through our payment partner.
• Bought on credit: a credit note reduces your dues.
• Paid by bank transfer: refunded to the account the payment came from.
• Coins: Coins used on cancelled or returned goods go back to your wallet; Coins earned on returned goods are reversed.

We start the refund within [TODO: e.g. 3 working days] of the cancellation or of the return being approved. Banks and card networks usually take a further 5–7 working days to show it in your account. A refund for invoiced goods is backed by a GST credit note from the seller.

Delivery charges: if a whole order is cancelled before delivery, or refused at the door because of a problem with the goods, any delivery charge paid for it is refunded. [TODO: confirm.]

For help with an order, use Support in the app or on the website, or contact Customer Care at contact@siridhaniya.com or +91 79810 37504. If you are not satisfied, or you have a complaint about this document, your personal data or a seller, write to our grievance officer:

• Name: Ayush Agarwal, Chief Technology Officer — Grievance Officer
• Email: ayush@siridhaniya.com
• Phone: +91 83283 39044
• Address: Jai Balaji Wholesale Marketing (Siridhaniya), 6-8-111/A, Rajendra Nagar, Kattedhan, Hyderabad, Rangareddy, Telangana - 500077

Please include your registered mobile number, the order number (if any) and the details of your complaint. We acknowledge complaints within 48 hours and work to resolve them within one month of receiving them, or sooner where the law requires — in line with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023.