Refund and Cancellation Policy

Effective [EFFECTIVE DATE]

This policy explains when you can cancel an order from Veera Fresh (operated by [LEGAL NAME]) and how refunds work. Our products are food, so some rules are stricter than for other goods. Please read it before you pay.

1. Cancelling an order

Before your order is packed. You can cancel by replying to your order email or writing to [EMAIL] with your order ID. We'll confirm the cancellation and refund the amount you paid, minus a cancellation charge of 2.4% of the amount paid (rounded to the nearest rupee).

Why there's a charge: our payment provider keeps its processing fee even when a payment is refunded. We include this fee in our product prices rather than adding it at checkout, so when an order is cancelled we recover it through this charge instead of raising prices for everyone.

Example: you paid ₹500 and cancel before packing. The cancellation charge is ₹12, and we refund ₹488.

After your order is packed or dispatched. We can't cancel it, because food that has left our kitchen can't be resold. If you refuse the delivery, see section 4.

2. When we cancel or you get a full refund

You get a full refund with no cancellation charge if:

• we cancel your order (for example, an item is out of stock or we can't deliver to your pincode);
• you paid more than once for the same order (we refund the extra payment);
• your order arrives damaged, has the wrong item, is missing an item, or is past its best-before date (see section 3);
• your order is lost in transit;
• any other problem is our fault.

3. Damaged, wrong, missing or expired items

Food can't be returned once opened, so instead of returns we fix problems with a replacement or a full refund, whichever you prefer.

1. Contact us within 48 hours of delivery at [EMAIL] with your order ID.
2. Include clear photos of the outer box, the packaging and the product. An unboxing video helps, especially for Putharekulu, which is delicate.
3. We'll reply within 48 hours and, once confirmed, send a replacement or refund the affected items in full.

Putharekulu is paper-thin, and some breakage in transit is normal. We pack it to arrive whole; if most pieces in a box are broken, we treat it as damaged.

We can't accept returns or offer refunds for opened products, or for taste preference, unless the product is faulty.

4. Undelivered orders

• Wrong or incomplete address, or nobody available after the courier's attempts: if the parcel comes back to us, we refund the amount paid minus the delivery charges both ways and the 2.4% cancellation charge. If you'd rather, we can reship once you pay the delivery charge again.
• Delivery refused without a valid reason: treated the same way.
• Lost in transit: full refund or replacement (section 2).

5. Failed or pending payments

If money left your account but the order shows as unpaid or failed, you don't need to do anything. The bank or payment provider usually reverses it automatically within 5 to 7 working days. If it hasn't come back after that, write to us with your transaction details and we'll follow up.

6. How and when refunds are paid

• Refunds go back to the original payment method (UPI, card or net banking).
• We start the refund within [2] working days of approving it. Your bank then usually takes 5 to 7 working days to show it.
• We'll email you when the refund is started, with the amount and a reference number.

7. Contact

Questions or complaints: [EMAIL], [PHONE] ([HOURS]). Grievance Officer: [GRIEVANCE OFFICER], [EMAIL]. We acknowledge complaints within 48 hours and resolve them within one month.