Clear rules for cancellations, replacements, and refunds

1. Order cancellation by the customer

• You may request cancellation of an order before it is packed / dispatched by emailing hello@sattyo.com with your order ID.
• If the order has not yet been packed, we will cancel it and initiate a full refund of the amount paid (including shipping, if charged).
• Once an order is packed or handed to the courier, cancellation is generally not possible. You may refuse delivery; reverse logistics and refund treatment will follow Sections 4 and 7.
• We aim to confirm cancellation requests within 1 business day during support hours.

2. Order cancellation by Sattyo Foods

We may cancel an order (in whole or part) if:

• Payment authorization fails, is reversed, or is flagged as high-risk / fraudulent.
• The product is out of stock or cannot be fulfilled as ordered.
• Pricing or product information was listed incorrectly.
• The delivery address / pin code is incomplete, invalid, or non-serviceable.
• We reasonably believe the order violates our Terms & Conditions or applicable law.

If we cancel after successful payment, we will initiate a full refund of the amount paid for the cancelled item(s) within the timelines in Section 7.

3. Returns eligibility (food products)

Packaged food items that have been opened, consumed, or stored improperly are generally not eligible for change-of-mind returns. We accept return / replacement requests in the following cases:

• Damaged in transit: crushed packs, leakage, or broken seals clearly caused during shipping.
• Wrong item delivered: product received does not match the order confirmation.
• Missing item: an ordered SKU is missing from the package.
• Expired / near-expiry beyond stated quality: product received past best-before date, or with quality issues attributable to us (assessed case by case).

Change-of-mind returns for sealed, undamaged food products are reviewed case by case only if the order has not been dispatched, or if we expressly approve a return request in writing before you ship anything back.

4. How to raise a return / replacement request

1. Email hello@sattyo.com within 48 hours of delivery (or expected delivery if marked delivered but not received).
2. Include your order ID, registered email / phone, and a clear description of the issue.
3. Attach clear photos of: (a) outer carton, (b) shipping label, (c) affected product / packaging, and (d) any leakage or damage.
4. Do not discard the product or packaging until we complete verification, unless it poses a hygiene risk — in which case photos are still required.

We typically respond within 1–2 business days with approval, rejection, or a request for more information.

5. Replacement vs refund

• Where stock is available, we may offer a replacement of the same product at no extra shipping cost for approved transit damage or wrong-item cases.
• If replacement is not possible, we will issue a refund for the affected product value (and shipping, where the entire order is cancelled / undelivered due to our fault).
• Partial refunds may apply if only part of the order is affected.

6. Return shipping

• For approved quality / damage / wrong-item cases caused by us or the courier, we will arrange pickup or share a prepaid return label where available.
• Unauthorized returns sent without our written approval may not be accepted or refunded.
• Products must be returned in the condition directed in our approval email.

7. Refund method and timeline

• Approved refunds are processed to the original payment method used at checkout (for example, card / UPI / net banking via Razorpay).
• Once we approve a refund, we initiate it within 5–7 business days.
• Your bank / UPI app / card issuer may take additional time to reflect the credit after Razorpay processes the refund.
• You will receive a confirmation email when the refund is initiated. Keep your order ID for reconciliation.
• We do not issue cash refunds.

8. Non-refundable situations

Refunds / returns are typically not available for:

• Change of mind after dispatch for opened or consumed food products.
• Products damaged due to improper storage after delivery.
• Requests raised later than 48 hours after delivery without a reasonable explanation.
• Incorrect address, unreachable recipient, or refusal of delivery (shipping / reverse logistics costs may be deducted).
• Promotional / free gifts where the qualifying paid order remains fulfilled (gift-only issues assessed separately).

9. Payment disputes and chargebacks

If you face a payment debit without order confirmation, contact us first with the payment reference / Razorpay payment ID. Raising an unnecessary chargeback without contacting us may delay resolution. We cooperate with Razorpay and banks to resolve genuine payment issues.

10. Grievance redressal

If you are not satisfied with the resolution of a cancellation, return, or refund request, you may escalate to our Grievance Officer (details on the Contact page). We aim to acknowledge grievances within 48 hours and resolve them within 30 days where reasonably possible.

11. Contact for returns & refunds

• Email: hello@sattyo.com
• Phone: +91 98765 00000
• Business hours: Monday–Saturday, 10:00 AM – 6:00 PM IST
• Subject line tip: “Refund / Return – Order ID …”