Refund, Return, Replacement & Cancellation Policy

At Oye Achaar, we take care to prepare, pack and dispatch our food products with appropriate attention to quality and packaging.

Because our products are food items, returns and replacements are subject to specific conditions designed to protect both customers and product hygiene.

1. General Food Product Return Policy

For food safety and hygiene reasons, we generally do not accept returns of food products simply because the customer has changed their mind or does not wish to consume the product after placing the order.

The following situations normally do not qualify for return/refund:

• Change of mind;

• Customer no longer wants the product;

• Wrong product/variant selected by customer;

• Wrong quantity selected by customer;

• Customer does not like the taste;

• Customer finds the product too spicy, sour, sweet or salty according to personal preference;

• Customer expected a different colour, texture or aroma;

• Product has been opened or partially consumed;

• Product has been stored improperly.

However, genuine product or delivery issues may qualify for replacement/refund as described below.

2. Eligible Issues

A customer may contact us if they receive:

A. Wrong Product

If the product delivered is different from the product ordered, please contact us within 48 hours of delivery.

B. Missing Product

If any paid item is missing from the shipment, please notify us within 48 hours of delivery.

C. Damaged Package/Product

If the product arrives damaged, broken, crushed or otherwise materially damaged during transit, please contact us within 48 hours of delivery.

D. Leakage

If a product has leaked during transit, please provide photographs/videos of:

• Outer packaging;

• Shipping label;

• Product container;

• Leakage/damage;

• Inner packaging, where applicable.

E. Tampered Package

If the package appears opened, tampered with or materially compromised at delivery, please contact us immediately.

F. Genuine Quality Complaint

If you believe there is a genuine quality or product-safety issue, contact us promptly with the order number and supporting information.

Such complaints may be investigated before any refund or replacement is approved.

3. Proof Required

For damaged, leaked, wrong, missing or tampered orders, we may request:

• Order number;

• Customer name;

• Registered mobile number;

• Clear photographs;

• Unboxing video, where available;

• Photographs of the outer shipping package;

• Product photographs;

• Batch/lot number;

• Manufacturing/packing details;

• Expiry/best-before information;

• Any other information reasonably required for verification.

Customers are strongly advised to record an unboxing video for valuable or multiple-item orders.

Failure to provide reasonable evidence may affect our ability to verify a claim.

4. Time Limit for Complaints

Complaints regarding damaged, wrong, missing, leaked or tampered products should normally be raised within 48 hours of delivery.

Quality-related concerns should be reported as soon as reasonably possible after discovery and preferably within the applicable product shelf-life.

Complaints received after an unreasonable delay may require additional verification and may not qualify for replacement/refund.

5. Opened Products

For food safety reasons, an opened or partially consumed product will generally not be eligible for return.

However, if the customer reports a genuine quality or safety issue, we may request photographs, batch information and other evidence and may investigate the matter separately.

6. Natural Food Variation

Pickles are food products made using natural ingredients.

Minor differences in:

• Colour;

• Texture;

• Aroma;

• Oil level;

• Ingredient size;

• Spice intensity;

• Sourness;

• Taste

may occur between batches.

Such differences alone do not necessarily constitute a defect or qualify for refund/replacement.

7. Refunds

If a refund is approved, the refund amount and method will depend on the circumstances of the case.

Refunds may be processed to the original payment method or through another appropriate method, subject to the applicable payment system.

The time taken for the amount to reflect in the customer's account may depend on the bank, payment gateway or financial institution.

8. Replacement

Where a replacement is approved, we may replace:

• The affected product;

• The incorrect product;

• The damaged product;

• The missing product, where appropriate.

Replacement availability may depend on stock.

If the same product is unavailable, we may offer an alternative resolution such as refund or another mutually acceptable option, subject to applicable law.

9. Refund for Undelivered / Returned Orders

If an order is returned to us because of:

• Incorrect address;

• Incomplete address;

• Incorrect PIN code;

• Customer unavailable;

• Repeated delivery attempts unsuccessful;

• Customer refusal to accept the parcel;

• Customer not responding to courier calls;

• Other customer-related delivery issues,

refund eligibility, if any, will be assessed based on the circumstances and applicable charges.

Any refund will be subject to applicable law and the terms of the order.

10. Cancellation Before Dispatch

A cancellation request may be accepted if the order has not yet been processed/packed/dispatched.

Once the order has entered processing or has been dispatched, cancellation may not be possible.

Customers should contact us as soon as possible if they wish to cancel an order.

11. COD Order Cancellation / Refusal

For COD orders, customers should accept the shipment after placing a confirmed order.

Repeated refusal of COD shipments, fraudulent orders or repeated return-to-origin shipments may result in restrictions on future COD orders.

12. Promotional / Discounted Orders

Refunds, replacements and cancellations for promotional, discounted, bundled or special-offer orders will be handled according to the terms of the applicable promotion and this policy.

13. Shipping Charges

Unless otherwise required by applicable law or specifically approved by us, original shipping charges may not be refundable for customer-initiated cancellations or delivery failures caused by incorrect/incomplete customer information or refusal/unavailability.

For an approved defective/wrong/damaged product issue attributable to us or our fulfilment process, the resolution will be determined after verification.

14. No Cash Refund

Where applicable, refunds will generally be processed through the original payment method or another appropriate electronic payment method.

Cash refunds may not be available.

15. How to Raise a Complaint

Please contact us with:

Subject: Order Issue – [Order Number]

Include:

• Order number;

• Name;

• Registered mobile number;

• Issue description;

• Photographs/videos;

• Product/batch details, where applicable.

Email: [your official email]
WhatsApp/Phone: [your phone number]

16. Investigation

Oye Achaar reserves the right to verify complaints before approving a refund or replacement.

We may review:

• Order records;

• Packaging information;

• Product batch details;

• Dispatch records;

• Courier records;

• Customer-provided photographs/videos;

• Other relevant information.

Our decision will be communicated to the customer after reasonable verification, subject to applicable consumer rights and law.

17. Consumer Rights

Nothing in this policy is intended to limit any statutory right or remedy available to a consumer under applicable Indian law.

Where applicable law provides a consumer with a right or remedy that cannot legally be excluded or restricted, that right shall continue to apply.

18. Contact Us

OYE ACHAAR FOODWORKS
Website: https://oyeachaar.com/
Email: support@oyeachaar.com
Phone/WhatsApp: 87969 83768
Business Address: Oye Achaar Foodworks, 3rd Floor, House No 420-421, Block C-2, JJ Colony Punarwas, JJ Colony, Near Gurudwara, Bhalswa Dairy, Delhi, North West,Delhi-110042

FSSAI License No.: 20826005004133