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Return & Refund Policy

Introduction

At Sampurni, customer satisfaction is our top priority. We understand that sometimes products may not meet your expectations or issues may arise with your order. This Return & Refund Policy outlines the conditions under which products can be returned and refunds processed.

We strive to make the return process as simple and hassle-free as possible while ensuring product quality and food safety standards are maintained.

For any return-related queries, please contact us:

1. OVERVIEW

1.1 Our Commitment

We are committed to:

  • Delivering fresh, high-quality products
  • Resolving issues promptly
  • Providing fair and transparent return process
  • Processing refunds efficiently
  • Ensuring customer satisfaction

1.2 Important Note – Food Safety

As we deal with food products (spices and tea):

  • Returns are subject to food safety regulations
  • We cannot accept returns of opened/used products due to hygiene reasons
  • All returns must comply with FSSAI (Food Safety and Standards Authority of India) guidelines
  • Product integrity must be maintained for returns

1.3 Quick Reference

Return Window: 7 days from delivery
Eligible for Return: Damaged, defective, wrong, or quality issues
Not Eligible: Opened packages, change of mind, expired return window
Refund Timeline: 5-7 business days after approval
Contact: +91 7706045950 or info@sampurnitea.com

2. ELIGIBILITY FOR RETURNS

2.1 Products Eligible for Return

You can return products in the following situations:

✅ Damaged Products:

  • Package damaged during transit
  • Broken or crushed packaging
  • Torn or punctured pouches
  • Visible external damage

✅ Defective Products:

  • Product quality issues (mold, infestation, unusual odor)
  • Manufacturing defects
  • Contamination or foreign particles
  • Product not fit for consumption

✅ Wrong Product Delivered:

  • Received different product than ordered
  • Wrong variant (size, type)
  • Incorrect quantity
  • Completely different item

✅ Missing Items:

  • Items missing from your order
  • Partial order received
  • Quantity mismatch

✅ Expired or Near-Expiry Products:

  • Products received past expiry date
  • Products with less than 3 months to expiry (unless mentioned on listing)
  • Best before date already passed

✅ Packaging Issues:

  • Seal broken or tampered
  • Missing product labels
  • Incorrect weight mentioned
  • Packaging not intact

2.2 Products NOT Eligible for Return

The following situations are NOT eligible for returns:

❌ Opened or Used Products:

  • Packages that have been opened
  • Products partially consumed
  • Seals broken by customer
  • Reason: Food safety and hygiene regulations

❌ Change of Mind:

  • Don’t like the product after opening
  • Ordered wrong product by mistake
  • Found better price elsewhere
  • No longer need the product
  • Reason: Food items cannot be resold after dispatch

❌ Beyond Return Window:

  • Return request after 7 days of delivery
  • Delayed complaints
  • Reason: Product quality cannot be verified after extended period

❌ Products Without Packaging:

  • Original packaging discarded
  • Labels removed
  • Product transferred to other containers
  • Reason: Cannot verify authenticity and quality

❌ Products on Sale/Clearance:

  • Clearance items (unless defective)
  • Flash sale products (unless quality issues)
  • Final sale items
  • Note: Clearly marked during purchase

❌ Damaged by Customer:

  • Products damaged after delivery
  • Improper storage by customer
  • Customer negligence
  • Reason: Not our responsibility

❌ Natural Product Variations:

  • Minor color variations
  • Size variations in natural products
  • Aroma intensity differences
  • Reason: Natural variations in spices and tea are normal

3. RETURN WINDOW

3.1 Standard Return Period

7 Days from the date of delivery

Calculation:

  • Day 1: Delivery date
  • Day 7: Last day to initiate return
  • Must contact us within this window

Example:

  • Delivery Date: November 1, 2025
  • Last Date to Initiate Return: November 7, 2025

3.2 Reporting Timeline

For Quality Issues:

  • Report immediately upon opening: Within 24 hours preferred
  • Maximum: Within 7 days of delivery
  • Earlier reporting helps faster resolution

For Damaged/Wrong Products:

  • Report before or immediately upon accepting delivery: Ideal
  • Maximum: Within 48 hours of delivery
  • Don’t accept visibly damaged packages

3.3 Exceptions

Extended Return Window: May be granted for:

  • Delivery to remote locations (with prior notice)
  • Festive season delays
  • At management’s discretion
  • Must contact us for approval

Shortened Return Window:

  • Perishable or seasonal products
  • Clearance sales (may be mentioned)
  • Specific product categories
  • Clearly stated at time of purchase

4. RETURN PROCESS

4.1 Step-by-Step Return Process

STEP 1: Contact Us

Initiate return within 7 days of delivery:

📧 Email: info@sampurnitea.com or sampurnitea@gmail.com
📞 Phone/WhatsApp: +91 7706045950

Provide the Following Information:

  • Order number (mandatory)
  • Product name and variant
  • Reason for return
  • Clear description of the issue
  • Date of delivery

Response Time: 24-48 hours during business days

STEP 2: Submit Evidence

For quality/damage issues, provide:

📸 Photos Required:

  • Outer package (all sides)
  • Product pouch/packaging
  • Product itself (if quality issue)
  • Best before date/MRP label
  • Any visible defects or damage

Photo Guidelines:

  • Clear and well-lit images
  • Multiple angles
  • Close-ups of issues
  • Show labels and seals

Send Photos To: info@sampurnitea.com

STEP 3: Return Authorization

Our team will:

  • Review your return request
  • Verify photos and evidence
  • Assess eligibility
  • Approve or decline the return

You’ll Receive:

  • Return authorization email/SMS
  • Return instructions
  • Pickup/shipping details
  • Timelines for next steps

Review Time: 24-48 hours

STEP 4: Product Return

Option A – Pickup Arranged by Us (Preferred)

  • We arrange courier pickup at no cost to you
  • Applicable for damaged/defective/wrong products
  • Pickup scheduled within 2-3 business days
  • Keep product ready in original packaging

Option B – Self-Ship (If pickup not available)

  • Ship to address provided by our team
  • Use trackable shipping method
  • Keep shipping receipt
  • Share tracking number with us

Packaging Instructions:

  • Keep product in original packaging
  • Include all tags, labels, and documentation
  • Pack securely in outer box/envelope
  • Write order number on package

STEP 5: Inspection

Once we receive the returned product:

  • Quality check conducted
  • Verify product condition
  • Match with return reason
  • Confirm packaging intact

Inspection Timeline: 2-3 business days after receipt

STEP 6: Resolution

Based on inspection:

If Approved:

  • Refund processed
  • Or replacement shipped
  • Confirmation sent via email/SMS

If Rejected:

  • You’ll be notified with reasons
  • Product shipped back to you (shipping charges applicable)
  • Or disposed as per your instruction

4.2 Important Return Guidelines

DO: ✅ Contact us immediately upon noticing issues
✅ Keep all original packaging and labels
✅ Take clear photos as evidence
✅ Provide accurate information
✅ Follow return instructions carefully
✅ Keep product unused and sealed
✅ Cooperate with our team
✅ Keep pickup/shipping receipts

DON’T: ❌ Open products if damaged package noticed
❌ Discard packaging materials
❌ Delay reporting issues
❌ Use product before return approval
❌ Ship without authorization
❌ Provide false information
❌ Tamper with labels or seals

5. REFUND POLICY

5.1 Refund Eligibility

Refunds are processed when:

  • Product return approved
  • Inspection completed satisfactorily
  • Quality/damage confirmed
  • Wrong product delivery verified
  • Order cancellation by us

5.2 Refund Methods

Original Payment Method (Preferred)

  • Credit/Debit Card: Refund to same card
  • Net Banking: Refund to same account
  • UPI/Wallets: Refund to same UPI ID/wallet
  • No need to provide additional details

Bank Transfer (If original method unavailable)

  • Provide bank account details
  • Account holder name
  • Account number
  • IFSC code
  • Bank name and branch

Store Credit (Optional)

  • Instant credit to Sampurni account
  • Use for future purchases
  • No expiry date
  • Additional 5% bonus credit offered

5.3 Refund Amount

What’s Refunded: ✅ Product cost (full amount)
✅ Shipping charges (if we made an error)
✅ COD charges (if we made an error)
✅ Taxes paid

What’s NOT Refunded: ❌ Shipping charges (for change of mind – not applicable as we don’t accept these returns)
❌ COD charges (customer preference)
❌ Return shipping costs (unless our error)
❌ Promotional discounts (may be adjusted)

Deductions Applied For:

  • Return shipping charges (if customer error and self-shipped)
  • Restocking fees (in special cases)
  • COD charges (if applicable)
  • Promotional discount clawback (if fraudulent use)

5.4 Refund Timeline

After Return Approval:

Phase 1: Processing

  • Refund initiated: 1-2 business days
  • Internal processing completed

Phase 2: Bank Processing

  • Credit/Debit Cards: 5-7 business days
  • Net Banking: 5-7 business days
  • UPI: 2-3 business days
  • Wallets (Paytm, PhonePe): 2-3 business days
  • Bank Transfer: 3-5 business days

Total Timeline: 5-10 business days from approval

Factors Affecting Refund Speed:

  • Your bank’s processing time
  • Payment gateway timelines
  • Weekends and bank holidays
  • Account verification requirements

5.5 Refund Tracking

How to Check Refund Status:

  • Check email for refund confirmation
  • View order status in your account
  • Contact us: +91 7706045950
  • Bank statement/transaction history

Refund Not Received?

After expected timeline:

  1. Check bank account/card statement
  2. Look for credit from “Sampurni” or payment gateway
  3. Contact your bank for transaction status
  4. Contact us with refund reference number

5.6 Partial Refunds

Partial refunds may be issued for:

  • Part of order returned
  • Some items damaged, others fine
  • Refund minus return shipping charges
  • Promotional discount adjustments

You’ll be clearly informed of partial refund breakdown.

6. EXCHANGE POLICY

6.1 Exchange Availability

Currently: We do not offer direct product exchanges.

For Different Product/Variant:

  1. Return the original product (follow return process)
  2. Receive refund
  3. Place new order for desired product

Exception – Wrong Product Delivered:

  • We send correct product immediately
  • No need to wait for return
  • Return of wrong product arranged by us
  • No additional cost to you

6.2 Size/Variant Exchange

Example: Ordered 100gm, want 250gm:

  • Follow return process
  • Order new 250gm pack
  • Both processes happen parallelly

Future Plan: We’re working on a seamless exchange process. Stay tuned!

7. DAMAGED OR DEFECTIVE PRODUCTS

7.1 Damaged During Transit

If Package Appears Damaged on Delivery:

Best Practice:

  • DO NOT ACCEPT the delivery
  • Inform delivery person immediately
  • Note the damage on delivery receipt
  • Take photos/video as evidence
  • Contact us immediately: +91 7706045950

If Damage Noticed After Accepting:

  • Contact us within 24 hours
  • Provide photos of:
    • Outer packaging damage
    • Product packaging damage
    • Product condition
  • We’ll arrange immediate replacement

Our Commitment:

  • Zero cost to you for transit damage
  • Quick replacement arranged
  • Pickup of damaged product by us
  • No questions asked for genuine damage

7.2 Defective or Quality Issues

Common Quality Issues:

  • Mold or fungal growth
  • Insect infestation
  • Unusual odor or smell
  • Discoloration or abnormal appearance
  • Foreign particles or contamination
  • Clumped or hardened product
  • Stale or off-taste

Immediate Actions:

  1. Stop Using the product immediately
  2. Seal the package to preserve evidence
  3. Take photos of the issue
  4. Contact us within 24-48 hours
  5. Don’t discard packaging or product

Our Response:

  • Immediate investigation
  • Quality team review
  • Replacement or full refund
  • No return shipping charges
  • Batch check for quality control

Food Safety Priority: We take quality issues very seriously and investigate every complaint to ensure product safety.

7.3 Missing or Incomplete Products

If Items Missing from Order:

Check First:

  • All packaging materials thoroughly
  • Inside box/envelope corners
  • Separate packages (if multiple shipments)
  • Verify against invoice/packing slip

Still Missing?

  • Contact us within 24-48 hours
  • Provide order number
  • List missing items
  • We’ll investigate and resolve

Resolution:

  • Ship missing items at no cost
  • Or refund for missing items
  • Immediate processing after verification

8. WRONG PRODUCT DELIVERED

8.1 Incorrect Item Received

What Qualifies as Wrong Product:

  • Completely different product
  • Different brand
  • Wrong variant (100gm instead of 250gm)
  • Wrong product type (Black Pepper instead of Cumin)
  • Different tea variant

Immediate Steps:

  1. Don’t open the product package (if unopened)
  2. Contact us immediately: +91 7706045950
  3. Provide details: Order number, what you ordered vs. received
  4. Photos: Product received, label, invoice

Our Action:

  • Verify error on our part
  • Arrange pickup of wrong product
  • Ship correct product immediately (priority shipping)
  • No waiting for return to ship correct item
  • Zero additional cost

Compensation:

  • Correct product sent free
  • Pickup arranged free
  • Apology coupon for future purchase (10-15% off)
  • Priority processing

8.2 Quality Mismatch

If Product Quality Differs from Description:

Not eligible for return unless:

  • Quality issue (defect)
  • Below food safety standards
  • Not as described (misleading information)

Natural Variations: Minor variations in natural products are normal:

  • Slight color differences
  • Aroma intensity
  • Size variations in whole spices
  • Seasonal variations in tea

These are not grounds for return unless quality is compromised.

9. RETURN SHIPPING

9.1 Return Shipping Responsibility

We Bear Shipping Costs For: ✅ Damaged products (during transit)
✅ Defective or quality issues
✅ Wrong product delivered
✅ Missing items
✅ Our error or fault

Customer Bears Shipping Costs For: ❌ Change of mind (not accepted anyway)
❌ Customer error in ordering
❌ Address-related issues causing RTO
❌ Customer negligence

9.2 Return Shipping Process

Method 1 – Reverse Pickup (Our Preferred Method)

For eligible returns:

  • We arrange courier pickup
  • No cost to you
  • Scheduled within 2-3 business days
  • Pickup from your address
  • Tracking number provided

Method 2 – Self-Ship (If Pickup Unavailable)

If reverse pickup not available in your area:

  • We provide shipping address
  • You ship via your courier
  • Keep tracking receipt
  • Share tracking number with us
  • Shipping costs reimbursed (for our errors)

9.3 Return Packaging

Secure Packaging Required:

  • Use original product packaging
  • Place in sturdy outer box/envelope
  • Seal properly with tape
  • Add cushioning if needed
  • Write order number on package

Include:

  • Product in original pouch
  • All labels intact
  • Invoice/packing slip (if available)
  • Note with order number

9.4 Tracking Return Shipment

  • Keep tracking number
  • Share with us via email/WhatsApp
  • Track until delivered to us
  • Notify us once shipped
  • We confirm receipt

10. CANCELLATIONS

10.1 Order Cancellation by Customer

Before Dispatch (Order Processing Stage):

You can cancel:

  • Contact us immediately: +91 7706045950
  • Provide order number
  • Cancellation subject to processing status

If Order Not Processed:

  • Full refund (100%)
  • No cancellation charges
  • Refund within 5-7 business days

If Order Already Processed/Packed:

  • May not be able to cancel
  • Or cancellation charges may apply
  • Decision at management’s discretion

After Dispatch (Shipped):

  • Cannot cancel order
  • You may refuse delivery
  • Follow return process
  • Return shipping charges may apply

10.2 Order Cancellation by Sampurni

We may cancel your order if:

  • Product out of stock
  • Pricing error on website
  • Unable to verify payment
  • Address unserviceable
  • Fraudulent activity suspected
  • Force majeure events

Cancellation Process:

  • Immediate email/SMS notification
  • Reason for cancellation explained
  • Full refund processed automatically
  • Refund within 5-7 business days
  • No charges deducted

10.3 Partial Cancellation

If some items unavailable:

  • We contact you for confirmation
  • You can choose:
    • Cancel entire order
    • Proceed with available items
    • Wait for restocking
  • Refund for cancelled items

11. REFUND FOR PREPAID RETURNS

11.1 Prepaid Orders

For orders paid online (Credit/Debit Card, UPI, Net Banking, Wallets):

Return Approved:

  • Full product amount refunded
  • Shipping charges (if our error)
  • Refund to original payment method

Timeline:

  • Processing: 1-2 business days
  • Bank processing: 5-7 business days
  • Total: 5-10 business days

11.2 Cash on Delivery (COD) Returns

For COD orders where product received and paid for:

Refund Method:

  • Bank transfer (NEFT/IMPS)
  • UPI transfer
  • Store credit (optional – instant)

Bank Details Required:

  • Account holder name
  • Account number
  • IFSC code
  • Bank name and branch

Timeline:

  • After providing bank details: 5-7 business days
  • Store credit: Instant

11.3 Failed Delivery Returns (COD)

If COD order not delivered and returned to us:

  • No refund applicable (payment not made)
  • Return shipping charges may be deducted for future orders
  • Or you can arrange redelivery

12. SPECIAL CASES

12.1 Bulk Orders

For orders of 10+ items or 5kg+:

  • Contact us before returning: +91 7706045950
  • Special arrangements may be made
  • Pickup coordinated
  • Quality issues taken seriously
  • Dedicated support provided

12.2 Corporate/Business Orders

For B2B or corporate orders:

  • Different return terms may apply
  • Mentioned in invoice/agreement
  • Contact dedicated account manager
  • Bulk return process arranged

12.3 Gift Orders

For products received as gifts:

  • Original buyer can initiate return
  • Or gift recipient with proof
  • Refund to original payment method
  • Or store credit to recipient

12.4 Subscription Orders

If we launch subscription service:

  • Separate return policy applies
  • Mentioned in subscription terms
  • Can pause or cancel subscription
  • Individual order returns still apply

RETURN & REFUND POLICY

Effective Date: November 1, 2025
Last Updated: November 1, 2025

Introduction

At Sampurni, customer satisfaction is our top priority. We understand that sometimes products may not meet your expectations or issues may arise with your order. This Return & Refund Policy outlines the conditions under which products can be returned and refunds processed.

We strive to make the return process as simple and hassle-free as possible while ensuring product quality and food safety standards are maintained.

For any return-related queries, please contact us:

1. OVERVIEW

1.1 Our Commitment

We are committed to:

  • Delivering fresh, high-quality products
  • Resolving issues promptly
  • Providing fair and transparent return process
  • Processing refunds efficiently
  • Ensuring customer satisfaction

1.2 Important Note – Food Safety

As we deal with food products (spices and tea):

  • Returns are subject to food safety regulations
  • We cannot accept returns of opened/used products due to hygiene reasons
  • All returns must comply with FSSAI (Food Safety and Standards Authority of India) guidelines
  • Product integrity must be maintained for returns

1.3 Quick Reference

Return Window: 7 days from delivery
Eligible for Return: Damaged, defective, wrong, or quality issues
Not Eligible: Opened packages, change of mind, expired return window
Refund Timeline: 5-7 business days after approval
Contact: +91 7706045950 or info@sampurnitea.com

2. ELIGIBILITY FOR RETURNS

2.1 Products Eligible for Return

You can return products in the following situations:

✅ Damaged Products:

  • Package damaged during transit
  • Broken or crushed packaging
  • Torn or punctured pouches
  • Visible external damage

✅ Defective Products:

  • Product quality issues (mold, infestation, unusual odor)
  • Manufacturing defects
  • Contamination or foreign particles
  • Product not fit for consumption

✅ Wrong Product Delivered:

  • Received different product than ordered
  • Wrong variant (size, type)
  • Incorrect quantity
  • Completely different item

✅ Missing Items:

  • Items missing from your order
  • Partial order received
  • Quantity mismatch

✅ Expired or Near-Expiry Products:

  • Products received past expiry date
  • Products with less than 3 months to expiry (unless mentioned on listing)
  • Best before date already passed

✅ Packaging Issues:

  • Seal broken or tampered
  • Missing product labels
  • Incorrect weight mentioned
  • Packaging not intact

2.2 Products NOT Eligible for Return

The following situations are NOT eligible for returns:

❌ Opened or Used Products:

  • Packages that have been opened
  • Products partially consumed
  • Seals broken by customer
  • Reason: Food safety and hygiene regulations

❌ Change of Mind:

  • Don’t like the product after opening
  • Ordered wrong product by mistake
  • Found better price elsewhere
  • No longer need the product
  • Reason: Food items cannot be resold after dispatch

❌ Beyond Return Window:

  • Return request after 7 days of delivery
  • Delayed complaints
  • Reason: Product quality cannot be verified after extended period

❌ Products Without Packaging:

  • Original packaging discarded
  • Labels removed
  • Product transferred to other containers
  • Reason: Cannot verify authenticity and quality

❌ Products on Sale/Clearance:

  • Clearance items (unless defective)
  • Flash sale products (unless quality issues)
  • Final sale items
  • Note: Clearly marked during purchase

❌ Damaged by Customer:

  • Products damaged after delivery
  • Improper storage by customer
  • Customer negligence
  • Reason: Not our responsibility

❌ Natural Product Variations:

  • Minor color variations
  • Size variations in natural products
  • Aroma intensity differences
  • Reason: Natural variations in spices and tea are normal

3. RETURN WINDOW

3.1 Standard Return Period

7 Days from the date of delivery

Calculation:

  • Day 1: Delivery date
  • Day 7: Last day to initiate return
  • Must contact us within this window

Example:

  • Delivery Date: November 1, 2025
  • Last Date to Initiate Return: November 7, 2025

3.2 Reporting Timeline

For Quality Issues:

  • Report immediately upon opening: Within 24 hours preferred
  • Maximum: Within 7 days of delivery
  • Earlier reporting helps faster resolution

For Damaged/Wrong Products:

  • Report before or immediately upon accepting delivery: Ideal
  • Maximum: Within 48 hours of delivery
  • Don’t accept visibly damaged packages

3.3 Exceptions

Extended Return Window: May be granted for:

  • Delivery to remote locations (with prior notice)
  • Festive season delays
  • At management’s discretion
  • Must contact us for approval

Shortened Return Window:

  • Perishable or seasonal products
  • Clearance sales (may be mentioned)
  • Specific product categories
  • Clearly stated at time of purchase

4. RETURN PROCESS

4.1 Step-by-Step Return Process

STEP 1: Contact Us

Initiate return within 7 days of delivery:

📧 Email: info@sampurnitea.com or sampurnitea@gmail.com
📞 Phone/WhatsApp: +91 7706045950

Provide the Following Information:

  • Order number (mandatory)
  • Product name and variant
  • Reason for return
  • Clear description of the issue
  • Date of delivery

Response Time: 24-48 hours during business days

STEP 2: Submit Evidence

For quality/damage issues, provide:

📸 Photos Required:

  • Outer package (all sides)
  • Product pouch/packaging
  • Product itself (if quality issue)
  • Best before date/MRP label
  • Any visible defects or damage

Photo Guidelines:

  • Clear and well-lit images
  • Multiple angles
  • Close-ups of issues
  • Show labels and seals

Send Photos To: info@sampurnitea.com

STEP 3: Return Authorization

Our team will:

  • Review your return request
  • Verify photos and evidence
  • Assess eligibility
  • Approve or decline the return

You’ll Receive:

  • Return authorization email/SMS
  • Return instructions
  • Pickup/shipping details
  • Timelines for next steps

Review Time: 24-48 hours

STEP 4: Product Return

Option A – Pickup Arranged by Us (Preferred)

  • We arrange courier pickup at no cost to you
  • Applicable for damaged/defective/wrong products
  • Pickup scheduled within 2-3 business days
  • Keep product ready in original packaging

Option B – Self-Ship (If pickup not available)

  • Ship to address provided by our team
  • Use trackable shipping method
  • Keep shipping receipt
  • Share tracking number with us

Packaging Instructions:

  • Keep product in original packaging
  • Include all tags, labels, and documentation
  • Pack securely in outer box/envelope
  • Write order number on package

STEP 5: Inspection

Once we receive the returned product:

  • Quality check conducted
  • Verify product condition
  • Match with return reason
  • Confirm packaging intact

Inspection Timeline: 2-3 business days after receipt

STEP 6: Resolution

Based on inspection:

If Approved:

  • Refund processed
  • Or replacement shipped
  • Confirmation sent via email/SMS

If Rejected:

  • You’ll be notified with reasons
  • Product shipped back to you (shipping charges applicable)
  • Or disposed as per your instruction

4.2 Important Return Guidelines

DO: ✅ Contact us immediately upon noticing issues
✅ Keep all original packaging and labels
✅ Take clear photos as evidence
✅ Provide accurate information
✅ Follow return instructions carefully
✅ Keep product unused and sealed
✅ Cooperate with our team
✅ Keep pickup/shipping receipts

DON’T: ❌ Open products if damaged package noticed
❌ Discard packaging materials
❌ Delay reporting issues
❌ Use product before return approval
❌ Ship without authorization
❌ Provide false information
❌ Tamper with labels or seals

5. REFUND POLICY

5.1 Refund Eligibility

Refunds are processed when:

  • Product return approved
  • Inspection completed satisfactorily
  • Quality/damage confirmed
  • Wrong product delivery verified
  • Order cancellation by us

5.2 Refund Methods

Original Payment Method (Preferred)

  • Credit/Debit Card: Refund to same card
  • Net Banking: Refund to same account
  • UPI/Wallets: Refund to same UPI ID/wallet
  • No need to provide additional details

Bank Transfer (If original method unavailable)

  • Provide bank account details
  • Account holder name
  • Account number
  • IFSC code
  • Bank name and branch

Store Credit (Optional)

  • Instant credit to Sampurni account
  • Use for future purchases
  • No expiry date
  • Additional 5% bonus credit offered

5.3 Refund Amount

What’s Refunded: ✅ Product cost (full amount)
✅ Shipping charges (if we made an error)
✅ COD charges (if we made an error)
✅ Taxes paid

What’s NOT Refunded: ❌ Shipping charges (for change of mind – not applicable as we don’t accept these returns)
❌ COD charges (customer preference)
❌ Return shipping costs (unless our error)
❌ Promotional discounts (may be adjusted)

Deductions Applied For:

  • Return shipping charges (if customer error and self-shipped)
  • Restocking fees (in special cases)
  • COD charges (if applicable)
  • Promotional discount clawback (if fraudulent use)

5.4 Refund Timeline

After Return Approval:

Phase 1: Processing

  • Refund initiated: 1-2 business days
  • Internal processing completed

Phase 2: Bank Processing

  • Credit/Debit Cards: 5-7 business days
  • Net Banking: 5-7 business days
  • UPI: 2-3 business days
  • Wallets (Paytm, PhonePe): 2-3 business days
  • Bank Transfer: 3-5 business days

Total Timeline: 5-10 business days from approval

Factors Affecting Refund Speed:

  • Your bank’s processing time
  • Payment gateway timelines
  • Weekends and bank holidays
  • Account verification requirements

5.5 Refund Tracking

How to Check Refund Status:

  • Check email for refund confirmation
  • View order status in your account
  • Contact us: +91 7706045950
  • Bank statement/transaction history

Refund Not Received?

After expected timeline:

  1. Check bank account/card statement
  2. Look for credit from “Sampurni” or payment gateway
  3. Contact your bank for transaction status
  4. Contact us with refund reference number

5.6 Partial Refunds

Partial refunds may be issued for:

  • Part of order returned
  • Some items damaged, others fine
  • Refund minus return shipping charges
  • Promotional discount adjustments

You’ll be clearly informed of partial refund breakdown.

6. EXCHANGE POLICY

6.1 Exchange Availability

Currently: We do not offer direct product exchanges.

For Different Product/Variant:

  1. Return the original product (follow return process)
  2. Receive refund
  3. Place new order for desired product

Exception – Wrong Product Delivered:

  • We send correct product immediately
  • No need to wait for return
  • Return of wrong product arranged by us
  • No additional cost to you

6.2 Size/Variant Exchange

Example: Ordered 100gm, want 250gm:

  • Follow return process
  • Order new 250gm pack
  • Both processes happen parallelly

Future Plan: We’re working on a seamless exchange process. Stay tuned!

7. DAMAGED OR DEFECTIVE PRODUCTS

7.1 Damaged During Transit

If Package Appears Damaged on Delivery:

Best Practice:

  • DO NOT ACCEPT the delivery
  • Inform delivery person immediately
  • Note the damage on delivery receipt
  • Take photos/video as evidence
  • Contact us immediately: +91 7706045950

If Damage Noticed After Accepting:

  • Contact us within 24 hours
  • Provide photos of:
    • Outer packaging damage
    • Product packaging damage
    • Product condition
  • We’ll arrange immediate replacement

Our Commitment:

  • Zero cost to you for transit damage
  • Quick replacement arranged
  • Pickup of damaged product by us
  • No questions asked for genuine damage

7.2 Defective or Quality Issues

Common Quality Issues:

  • Mold or fungal growth
  • Insect infestation
  • Unusual odor or smell
  • Discoloration or abnormal appearance
  • Foreign particles or contamination
  • Clumped or hardened product
  • Stale or off-taste

Immediate Actions:

  1. Stop Using the product immediately
  2. Seal the package to preserve evidence
  3. Take photos of the issue
  4. Contact us within 24-48 hours
  5. Don’t discard packaging or product

Our Response:

  • Immediate investigation
  • Quality team review
  • Replacement or full refund
  • No return shipping charges
  • Batch check for quality control

Food Safety Priority: We take quality issues very seriously and investigate every complaint to ensure product safety.

7.3 Missing or Incomplete Products

If Items Missing from Order:

Check First:

  • All packaging materials thoroughly
  • Inside box/envelope corners
  • Separate packages (if multiple shipments)
  • Verify against invoice/packing slip

Still Missing?

  • Contact us within 24-48 hours
  • Provide order number
  • List missing items
  • We’ll investigate and resolve

Resolution:

  • Ship missing items at no cost
  • Or refund for missing items
  • Immediate processing after verification

8. WRONG PRODUCT DELIVERED

8.1 Incorrect Item Received

What Qualifies as Wrong Product:

  • Completely different product
  • Different brand
  • Wrong variant (100gm instead of 250gm)
  • Wrong product type (Black Pepper instead of Cumin)
  • Different tea variant

Immediate Steps:

  1. Don’t open the product package (if unopened)
  2. Contact us immediately: +91 7706045950
  3. Provide details: Order number, what you ordered vs. received
  4. Photos: Product received, label, invoice

Our Action:

  • Verify error on our part
  • Arrange pickup of wrong product
  • Ship correct product immediately (priority shipping)
  • No waiting for return to ship correct item
  • Zero additional cost

Compensation:

  • Correct product sent free
  • Pickup arranged free
  • Apology coupon for future purchase (10-15% off)
  • Priority processing

8.2 Quality Mismatch

If Product Quality Differs from Description:

Not eligible for return unless:

  • Quality issue (defect)
  • Below food safety standards
  • Not as described (misleading information)

Natural Variations: Minor variations in natural products are normal:

  • Slight color differences
  • Aroma intensity
  • Size variations in whole spices
  • Seasonal variations in tea

These are not grounds for return unless quality is compromised.

9. RETURN SHIPPING

9.1 Return Shipping Responsibility

We Bear Shipping Costs For: ✅ Damaged products (during transit)
✅ Defective or quality issues
✅ Wrong product delivered
✅ Missing items
✅ Our error or fault

Customer Bears Shipping Costs For: ❌ Change of mind (not accepted anyway)
❌ Customer error in ordering
❌ Address-related issues causing RTO
❌ Customer negligence

9.2 Return Shipping Process

Method 1 – Reverse Pickup (Our Preferred Method)

For eligible returns:

  • We arrange courier pickup
  • No cost to you
  • Scheduled within 2-3 business days
  • Pickup from your address
  • Tracking number provided

Method 2 – Self-Ship (If Pickup Unavailable)

If reverse pickup not available in your area:

  • We provide shipping address
  • You ship via your courier
  • Keep tracking receipt
  • Share tracking number with us
  • Shipping costs reimbursed (for our errors)

9.3 Return Packaging

Secure Packaging Required:

  • Use original product packaging
  • Place in sturdy outer box/envelope
  • Seal properly with tape
  • Add cushioning if needed
  • Write order number on package

Include:

  • Product in original pouch
  • All labels intact
  • Invoice/packing slip (if available)
  • Note with order number

9.4 Tracking Return Shipment

  • Keep tracking number
  • Share with us via email/WhatsApp
  • Track until delivered to us
  • Notify us once shipped
  • We confirm receipt

10. CANCELLATIONS

10.1 Order Cancellation by Customer

Before Dispatch (Order Processing Stage):

You can cancel:

  • Contact us immediately: +91 7706045950
  • Provide order number
  • Cancellation subject to processing status

If Order Not Processed:

  • Full refund (100%)
  • No cancellation charges
  • Refund within 5-7 business days

If Order Already Processed/Packed:

  • May not be able to cancel
  • Or cancellation charges may apply
  • Decision at management’s discretion

After Dispatch (Shipped):

  • Cannot cancel order
  • You may refuse delivery
  • Follow return process
  • Return shipping charges may apply

10.2 Order Cancellation by Sampurni

We may cancel your order if:

  • Product out of stock
  • Pricing error on website
  • Unable to verify payment
  • Address unserviceable
  • Fraudulent activity suspected
  • Force majeure events

Cancellation Process:

  • Immediate email/SMS notification
  • Reason for cancellation explained
  • Full refund processed automatically
  • Refund within 5-7 business days
  • No charges deducted

10.3 Partial Cancellation

If some items unavailable:

  • We contact you for confirmation
  • You can choose:
    • Cancel entire order
    • Proceed with available items
    • Wait for restocking
  • Refund for cancelled items

11. REFUND FOR PREPAID RETURNS

11.1 Prepaid Orders

For orders paid online (Credit/Debit Card, UPI, Net Banking, Wallets):

Return Approved:

  • Full product amount refunded
  • Shipping charges (if our error)
  • Refund to original payment method

Timeline:

  • Processing: 1-2 business days
  • Bank processing: 5-7 business days
  • Total: 5-10 business days

11.2 Cash on Delivery (COD) Returns

For COD orders where product received and paid for:

Refund Method:

  • Bank transfer (NEFT/IMPS)
  • UPI transfer
  • Store credit (optional – instant)

Bank Details Required:

  • Account holder name
  • Account number
  • IFSC code
  • Bank name and branch

Timeline:

  • After providing bank details: 5-7 business days
  • Store credit: Instant

11.3 Failed Delivery Returns (COD)

If COD order not delivered and returned to us:

  • No refund applicable (payment not made)
  • Return shipping charges may be deducted for future orders
  • Or you can arrange redelivery

12. SPECIAL CASES

12.1 Bulk Orders

For orders of 10+ items or 5kg+:

  • Contact us before returning: +91 7706045950
  • Special arrangements may be made
  • Pickup coordinated
  • Quality issues taken seriously
  • Dedicated support provided

12.2 Corporate/Business Orders

For B2B or corporate orders:

  • Different return terms may apply
  • Mentioned in invoice/agreement
  • Contact dedicated account manager
  • Bulk return process arranged

12.3 Gift Orders

For products received as gifts:

  • Original buyer can initiate return
  • Or gift recipient with proof
  • Refund to original payment method
  • Or store credit to recipient

12.4 Subscription Orders

If we launch subscription service:

  • Separate return policy applies
  • Mentioned in subscription terms
  • Can pause or cancel subscription
  • Individual order returns still apply

13. QUALITY ASSURANCE

13.1 Our Quality Standards

We ensure quality through:

  • Sourcing from finest farms
  • Rigorous quality checks
  • Hygienic processing and packing
  • Proper storage conditions
  • Fresh stock rotation
  • FSSAI compliance
  • Best before date monitoring

13.2 Batch Tracking

Every product has:

  • Batch number
  • Manufacturing date
  • Best before date
  • FSSAI license number

This helps us:

  • Track quality issues to source
  • Recall batches if needed
  • Improve quality control
  • Maintain safety standards

13.3 Continuous Improvement

We use return data to:

  • Identify quality issues
  • Improve packaging
  • Enhance sourcing
  • Train our team
  • Better serve customers

14. CUSTOMER RESPONSIBILITIES

14.1 Upon Receiving Order

Immediate Inspection:

  • Check package for damage
  • Verify products received
  • Match against invoice
  • Check for tampering
  • Note any issues immediately

Proper Storage:

  • Follow storage instructions
  • Keep in cool, dry place
  • Away from direct sunlight
  • In airtight containers after opening
  • Maintain product quality

Timely Reporting:

  • Report issues within 7 days
  • Don’t delay complaints
  • Provide accurate information
  • Keep evidence (photos, packaging)

14.2 Product Usage

Read Instructions:

  • Check product labels
  • Follow usage guidelines
  • Note allergen information
  • Check best before date
  • Store as directed

Safe Consumption:

  • Check for quality before use
  • Don’t use if seal broken
  • Don’t use past expiry
  • Consult doctor for health issues
  • Use at your discretion

14.3 Return Process Cooperation

Be Prepared:

  • Keep original packaging
  • Have order number ready
  • Take clear photos
  • Respond to our queries
  • Follow instructions
  • Coordinate for pickup
  • Track return shipment

15. FRAUDULENT RETURNS

15.1 Zero Tolerance

We take fraudulent returns seriously.

Fraudulent Activities Include:

  • False damage claims
  • Tampering with products
  • Returning used products
  • Switching products
  • Fake quality complaints
  • Multiple accounts abuse
  • Organized fraud

15.2 Consequences

If fraud detected:

  • Return claim rejected
  • Account suspended/terminated
  • Legal action initiated
  • Reported to authorities
  • Blacklisted from future orders
  • Recovery proceedings

15.3 Verification Process

We may:

  • Request additional evidence
  • Video call verification
  • Physical inspection
  • Cross-check with courier
  • Batch verification
  • Prior return history check

16. LIMITATIONS

16.1 Liability Limitations

We are not liable for:

  • Improper storage after delivery
  • Damage caused by customer
  • Product misuse
  • Allergic reactions (check ingredients)
  • Health issues (consult doctor)
  • Results from product use
  • Delays in return processing (beyond our control)

16.2 Return Restrictions

Cannot return:

  • After 7-day window
  • Opened/used products
  • Damaged by customer
  • Without original packaging
  • Clearance/sale items (unless defective)
  • Products not purchased from Sampurni

16.3 Refund Limitations

Maximum refund:

  • Amount paid for the order
  • No consequential damages
  • No compensation for inconvenience
  • No emotional distress claims

17. POLICY MODIFICATIONS

17.1 Right to Modify

We reserve the right to:

  • Update this policy anytime
  • Modify return conditions
  • Change refund timelines
  • Adjust procedures
  • Update terms

Notification:

  • Changes effective on posting
  • Check “Last Updated” date
  • Significant changes notified via email
  • Continued use implies acceptance

17.2 Order-Specific Terms

For specific orders:

  • Terms at time of purchase apply
  • Special sale terms mentioned separately
  • Promotional offer conditions stated
  • Subscription-specific terms if applicable

18. DISPUTE RESOLUTION

18.1 Internal Resolution

First step – contact us:

  • Email: info@sampurnitea.com
  • Phone: +91 7706045950
  • Explain your concern
  • We’ll work towards resolution
  • Escalate to manager if needed

18.2 Escalation Process

If not resolved at first level:

  • Request escalation
  • Manager review within 48 hours
  • Fair and impartial assessment
  • Final decision communicated

18.3 External Resolution

If still unresolved:

  • Consumer court
  • Customer grievance forums
  • Legal channels
  • As per Indian consumer laws

19. CONTACT INFORMATION

19.1 Return & Refund Queries

Customer Support:

📧 Email: info@sampurnitea.com or sampurnitea@gmail.com
📞 Phone: +91 7706045950
💬 WhatsApp: +91 7706045950
🌐 Website: https://sampurnitea.com/

Business Hours:
Monday to Saturday: 9:00 AM – 6:00 PM (IST)
Sunday: Closed

Response Time:
24-48 hours during business days

19.2 Return Address

Return address will be provided:

  • In return authorization email
  • By customer support team
  • Based on your location
  • For efficient processing

Do not send products without authorization to any address.

20. FREQUENTLY ASKED QUESTIONS (FAQs)

Q1: Can I return a product if I don’t like it after opening?
A: No. Due to food safety regulations, we cannot accept returns of opened products unless there’s a quality issue.

Q2: How long do I have to return a product?
A: 7 days from the date of delivery for eligible return reasons (damage, defect, wrong product).

Q3: Will I get a full refund?
A: Yes, you’ll get a full refund of the product price if your return is approved. Shipping charges refunded only if error is from our side.

Q4: How long does refund take?
A: 5-10 business days after return approval. Depends on your bank’s processing time.

Q5: Do I need to pay for return shipping?
A: No, if the issue is from our side (damaged, defective, wrong product). We arrange free pickup.

Q6: Can I exchange a product?
A: We don’t offer direct exchanges currently. You can return for refund and place a new order.

Q7: What if the package was damaged during shipping?
A: Don’t accept the damaged package. Contact us immediately at +91 7706045950. We’ll arrange replacement.

Q8: Can I return products purchased during a sale?
A: Yes, if there’s a genuine quality issue, damage, or wrong product. Our return policy applies to all purchases.

Q9: How do I track my refund?
A: Check your bank statement or contact us with your order number at info@sampurnitea.com.

Q10: What if I ordered the wrong product by mistake?
A: Unfortunately, we cannot accept returns for customer ordering errors on unopened food products. Please order carefully.

Q11: The product quality seems different from last time. Can I return it?
A: Natural products may have slight variations. This is not grounds for return unless there’s an actual quality/safety issue.

Q12: I received an expired product. What should I do?
A: Contact us immediately at +91 7706045950. This is unacceptable, and we’ll arrange immediate replacement and investigate.

RETURN CHECKLIST

Before Initiating Return:

✅ Within 7-day return window?
✅ Product unopened and unused?
✅ Original packaging intact?
✅ Valid reason for return (damage/defect/wrong)?
✅ Order number available?
✅ Clear photos taken?
✅ All tags and labels intact?
✅ Contacted customer support?

If all YES, proceed with return request.

OUR PROMISE

At Sampurni, we promise to:

✅ Handle your returns with care and urgency
✅ Investigate quality issues thoroughly
✅ Process refunds promptly
✅ Keep you informed at every step
✅ Provide fair and transparent service
✅ Learn from feedback to improve
✅ Maintain highest quality standards
✅ Value your trust and business

We’re here to help. Don’t hesitate to reach out!

Effective Date: November 1, 2025
Last Updated: November 1, 2025
Version: 1.0

Need Help with Returns?

📧 Email: info@sampurnitea.com or sampurnitea@gmail.com
📞 Call/WhatsApp: +91 7706045950
🌐 Visit: https://sampurnitea.com/

Thank you for choosing Sampurni. Your satisfaction is our priority!

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