In short
Spices are perishable food items that cannot be resold once they leave our warehouse. We therefore do not accept returns or refunds for change of mind, incorrect ordering, or dislike of colour, heat or aroma. We do refund or replace goods that arrive stale, rotten, infested, damaged, wrongly supplied or short in quantity, when reported within 48 hours of delivery with photographs.
1. Why food products are treated differently
Ground and whole spices are consumable goods sold in sealed packs. Once a pack has left our control we cannot verify how it was stored, transported or handled, and we cannot lawfully or safely return it to stock. For this reason returns are limited to the specific circumstances set out below. This does not affect your statutory rights under the Consumer Protection Act, 2019 in respect of goods that are defective or not as described.
2. When we will refund or replace
You are entitled to a replacement or refund where the goods delivered are:
- Stale or rotten — musty or fermented smell, visible mould, sliminess, or spoilage present at the time of delivery;
- Infested — live or dead insects, webbing or larvae within the sealed pack;
- Damaged in transit — torn, crushed, punctured or leaking packaging;
- Wrongly supplied — a different grade, variety or pack size from the one you ordered;
- Short in quantity — an item missing from the parcel, or net weight materially below what is stated on the pack;
- Past or near their best-before date at the time of delivery.
3. When we will not refund
- Change of mind, or an item ordered by mistake.
- Natural variation in colour, size, heat level or aroma between harvests and lots. Spices are agricultural produce and are not uniform.
- Dissatisfaction with pungency, colour value or flavour where the goods are otherwise sound and match the grade ordered.
- Packs that have been opened, used in part, decanted or repacked, except where the defect could only be discovered on opening.
- Deterioration after delivery caused by storage in heat, humidity or direct sunlight, or by transfer to an unsealed container.
- Damage caused after delivery, including by pests in your own premises.
- Claims raised more than 48 hours after delivery, unless the defect could not reasonably have been discovered earlier.
- Repeated refusal to accept delivery, or an address that proves undeliverable after reasonable attempts.
4. How to raise a claim
Report the problem within 48 hours of delivery:
- Email info@avnspices.com or call +91 89784 49568.
- Quote your order number (it begins with AVN).
- Attach clear photographs showing the outer packaging, the shipping label, the sealed pack, and the defect itself.
- For short weight, include a photograph of the pack on a weighing scale.
- Keep the product and packaging until the claim is settled. We may ask for the goods to be returned, and we may arrange collection.
Photographs matter because they are usually the only evidence of the condition in which goods arrived. A claim without them takes longer and may not be accepted.
5. How claims are assessed
- We acknowledge every claim within 2 working days.
- We assess the evidence, and where necessary consult the courier or inspect returned goods, within 7 working days of acknowledgement.
- We tell you the outcome in writing, with reasons if the claim is declined.
- If a claim is declined and you disagree, you may escalate under our Grievance Redressal Policy.
6. Refund method and timelines
Where a refund is approved, you may choose a replacement at no charge, store credit, or a refund to the original payment method. Refunds are issued to the original payment method only.
| Payment method | Credited within |
|---|
| UPI | 3 to 5 working days |
| Credit or debit card | 5 to 7 working days |
| Netbanking | 5 to 7 working days |
| Wallet | 3 to 5 working days |
| Cash on Delivery | 5 to 7 working days by bank transfer, once you provide account details |
These periods run from the date we approve the refund and begin at your bank or payment provider. The time taken to appear in your account is controlled by them, not by us. Shipping charges are refunded in full where the entire order is defective, and are not refunded where only part of an order is replaced.
7. Cancelling an order
- Before despatch: email or call us and we will cancel and refund in full.
- After despatch: orders cannot be cancelled. Refuse the parcel at the door or contact us on delivery.
- Cancelled by us: where we cancel because of stock, delivery area, pricing error or suspected fraud, any amount paid is refunded in full.
8. Export and bulk consignments
This policy applies to retail orders placed on the Website. Claims on bulk and export consignments are governed by the contract, specification and inspection terms agreed for that consignment, including any pre-shipment inspection or third-party lab certificate.
9. Contact
Refund queries: info@avnspices.com · +91 89784 49568, Monday to Saturday, 10:00 AM to 6:00 PM IST (excluding public holidays).
