Fairness & Food Safety Policy
At Apna Uttarakhand, your satisfaction and health are our highest priorities. Because our offerings are perishable food commodities (spices, herbs, and teas), special hygiene regulations apply under the Food Safety and Standards Act, 2006 (FSSAI) to guarantee product integrity for all customers.
1. Pre-Dispatch Order Cancellations
You may request the cancellation of an order at any time before it has been dispatched from our fulfillment facility:
- Cancellation Window: Typically within 12 to 24 hours of placing the order, prior to courier handover.
- How to Cancel: Send an immediate WhatsApp message to +91 78275 21975 or email support@apnauttarakhand.store quoting your Order ID.
- Refund on Pre-Dispatch Cancellation: 100% of the transaction amount will be credited back to your original source payment method within 5 to 7 business banking days.
2. Food Safety & Returns Policy
In accordance with standard food safety regulations and hygiene protocols:
- General Rule: Food items whose packaging seals have been opened, broken, or tampered with by the customer are non-returnable to prevent contamination risks.
- Valid Return / Replacement Scenarios: We provide an immediate 100% free replacement or full refund under the following circumstances:
- Transit Damage: Package arrived with torn outer carton, crushed container, broken glass jar, or leaking seal.
- Incorrect Product Received: The item delivered does not match your ordered invoice.
- Quality Anomaly or Defect: Evidence of moisture ingress or packaging failure upon unboxing.
- Missing Items: Items listed on the order invoice are absent from the sealed shipment box.
3. How to Report an Issue (Step-by-Step)
Capture Proof
Take 2-3 clear photographs or a short video showing the outer package label, the batch seal, and the damage or wrong item.
Notify Within 48 Hours
Reach out via WhatsApp at +91 78275 21975 or email support@apnauttarakhand.store within 48 hours of parcel delivery.
Instant Resolution
Our team verifies the claim within 24 hours and initiates either an expedited replacement dispatch or an instant refund reversal.
4. Refund Processing Timeline & Modes
Once a refund is approved by our customer care desk:
- Prepaid Orders (UPI / Debit & Credit Cards / Net Banking): Refunds are credited directly back to the original source account via our payment gateway within 5 to 7 business days, subject to your issuing bank's clearing cycle.
- Cash on Delivery (COD) Orders: Refunds are transferred directly to your bank account via instant UPI or NEFT. You will be requested to provide your UPI ID or IFSC bank account details securely.
- Shipping Charge Refunds: If the entire order is canceled due to transit damage, courier fault, or our error, 100% of shipping fees paid are fully refunded.
5. Reverse Pickups
For damaged food items, customers are generally not required to return the damaged food item due to bio-waste hygiene concerns. In rare cases where an inspection of packaging hardware is required, our partner courier will arrange a reverse pickup from your doorstep at zero cost to you.
6. Contact for Refunds & Returns
For any questions, tracking issues, or refund claims:
- Direct WhatsApp Support: +91 78275 21975 (Fastest response)
- Refund Desk Email: support@apnauttarakhand.store
- Grievance Escalation: support@apnauttarakhand.store