Refund & Cancellation Policy
At Bhagwati Sweet Mart, we take immense pride in crafting the finest fresh sweets and savouries. This policy outlines our cancellation rules, refund processing timelines, and exceptions tailored specifically for perishable food products.
Perishable Food Nature & Return Exemption
All sweets (mithai), namkeen, dairy confections, and dry fruit preparations offered by Bhagwati Sweet Mart are edible, perishable food products prepared daily with fresh ingredients in pure cow desi ghee.
Under Food Safety and Standards Authority of India (FSSAI) guidelines and Consumer Protection (E-Commerce) Rules, perishable culinary items once accepted by the customer cannot be physically returned or restocked to avoid cross-contamination and protect public health.
Order Cancellation Eligibility & Windows
Because handcrafted sweets require immediate kitchen scheduling, cancellation is subject to the following stage-based criteria:
Orders may be cancelled free of charge if requested prior to the commencement of kitchen preparation (typically within 5 to 10 minutes of order placement or before the lead time begins).
Once sweets have been freshly cut, packed, or handed over to our delivery partner, cancellations cannot be accommodated due to the perishable, custom nature of food items.
To cancel an eligible order, please navigate to your Account → Orders tab or immediately contact customer care with your Order ID.
Failed, Dropped & Duplicate Payments
In the event of an online transaction where funds are debited from your bank account, card, or UPI app, but the order confirmation fails due to internet connectivity drops or gateway timeouts:
Automatic Gateway Reversal: The debited funds do not reach our merchant account and remain held in escrow by the banking system. The payment aggregator (Razorpay, Cashfree, or PhonePe) will automatically reverse the transaction to your source account within 5 to 7 business days as per standard Reserve Bank of India (RBI) circulars.
Duplicate Debits: If you are charged multiple times for a single order due to multiple button clicks or gateway lag, please send your transaction reference numbers to our support email. Upon verification, the duplicate charge will be refunded promptly.
Damaged, Defective or Incorrect Items
We take utmost care with secure, tamper-evident food packaging. However, if an order reaches you in an unsatisfactory condition, we are committed to making it right:
- Damaged Packaging / Contaminated: Outer packaging crushed, seal broken, or sweets damaged during transit.
- Wrong Items Delivered: You received a different sweet or weight variant than what was confirmed on your invoice.
- Quality Defect: The product is visibly spoiled or past consumption quality upon arrival.
Due to the perishable nature of dairy and sweets, any damage or discrepancy must be reported within 2 to 4 hours of delivery. Please share clear photographs or an unboxing video showing the shipping label, invoice, and damaged product via WhatsApp or email.
Refund Methods and Banking Timelines
Once a refund request has been inspected and approved by our management team, the credit will be processed as follows:
| Original Payment Mode | Refund Destination | Expected Settlement Timeline |
|---|---|---|
| UPI (GPay / PhonePe / Paytm) | Original linked Bank VPA | 1 to 3 Business Days |
| Credit / Debit Cards | Original Card Issuing Bank | 5 to 7 Business Days (per bank cycle) |
| Net Banking | Source Bank Account | 3 to 5 Business Days |
| Cash on Delivery (COD) | Direct Bank Transfer (IMPS/NEFT) | 2 to 4 Days upon receiving bank details |
Non-Refundable Circumstances
Refunds or replacements cannot be granted under the following conditions:
- Incorrect Delivery Details: Orders delayed or failed due to incorrect address, wrong pin code, or invalid phone numbers provided by the customer.
- Customer Unreachable: Delivery attempted but recipient unavailable, unresponsive to phone calls, or refusing the delivery package.
- Improper Customer Storage: Milk sweets or chenna items turning sour because they were not refrigerated immediately after receipt.
- Uncollected Takeaways: Failure to collect takeaway orders from the store counter on the scheduled date during store operational hours.
- Subjective Taste Preferences: Minor personal differences in taste, sugar sweetness level, or flavor preference when the item complies with standard recipes.
Customer Support & Claim Requests
To submit a cancellation, report an issue, or check on a refund status, please get in touch with our customer care team: