Return & Refund Policy

1.  Scope & Application

• This policy applies to purchases made on sgnchealthyfood.com handled by Surbhi Garg.

• All products supplied by SGNC are food or health‐food items. Accordingly, special care needs to be taken with respect to shelf‐life, safety and hygiene.

• By placing an order, you agree to this policy.

2.  Eligibility for Returns or Refunds

• We accept returns only when the product is:

  • Damaged, defective, or not of the quality described, OR

  • Delivered with insufficient remaining shelf‑life (in case of packaged foods) — note that the Food Safety and Standards Authority of India (FSSAI) mandates that food items sold online should have at least 30% of their shelf life or a minimum of 45 days remaining at delivery. 

• Returns or refunds cannot be accepted due to change of mind, opened/sealed items (unless defective) or products used/stored contrary to packaging instructions.

• For any return claim, you must contact our Customer Care within 48 hours of product delivery and provide Order Number, photo evidence of the issue, and follow our return‐instructions.

3.  Conditions for Return

• The item must be returned to us in unused condition (except the issue in question), in original packaging, with all original accessories, labels and documentation.

• For food items: you are required to have stored the product under the recommended conditions specified on the label (for example: “store in a cool, dry place”, “refrigerate after opening” etc.). Failure to do so may void eligibility under this policy.

• We reserve the right to inspect returned items. If the product does not meet eligibility (e.g., used, opened, missing parts, storage conditions ignored), the return may be rejected.

• In case of a product delivered with obviously damaged packaging, leakage, tampering or contamination — do not use the product. Report to us immediately, retain the product in the exact state as delivered (including packaging), and follow our return instructions.

4.  Return & Refund Process

• Step 1: Email or WhatsApp our Customer‐Care team within 48 hours of delivery with: Order No., product code(s), description of issue & photo(s).

• Step 2: We will review and respond within 1 business day, and if accepted, provide you a Return Authorisation (RA) number and instructions for return shipping (pickup or drop‐off).

• Step 3: Once we receive the returned product and complete inspection, we will process your refund . Replacement of damaged products will be delivered within 5 days.

• Step 4: Refund method: If payment was prepaid, refund will be credited to original  mode within 7 business days; if COD, we may issue bank transfer (as mutually agreed). We aim to process refunds within 7 business days of receiving the returned product and completing inspection.

• Step 5: We will notify you by email once refund is initiated.

5.  Shipping Costs for Returns

• If the return is due to our error (wrong item, defective/damaged product, insufficient shelf‐life), we will cover the return shipping cost or arrange a pickup at our cost.

• If the return is due to reasons beyond our error (change of mind, incorrect address, ordered wrong product) then you may be responsible for the return shipping cost.

6.  Refund Amounts

• Full refund: When the returned product is approved and meets all conditions.

• Partial refund: In cases where only part of product is accepted (e.g., portion is used, packaging damage) we may refund proportionately at our discretion.

• No refund: If the product is not eligible (used/returned beyond the allowed window/conditions not met) we reserve the right to deny the refund.

7.  Non‑Returnable / Non‑Refundable Items

• Perishable items that deteriorate quickly (unless defective) may be non‑returnable.

• Any product with shelf‐life shorter than delivery window where return is impractical — unless damage/defect is proven.

• Items that were used, opened, or not stored as per label instructions.

• Discounts, promotional purchases may be subject to special conditions (we will highlight if so).

8.  Cancellation Before Dispatch

• You may cancel your order before it is dispatched by contacting us immediately. Once the product is in transit, standard Return & Refund policy applies, not a cancellation.

• For COD orders, no cancellation may be possible once courier has advanced with delivery in many cases.

9.  Late or Missing Refunds

• If you have not received refund after our confirmation:

  • Check your bank statement or wallet account.

  • Contact us with refund reference number.

• As per draft guidelines of the Ministry of Consumer Affairs, India, e‑commerce platforms should ensure refund on returned items within 14 days.

• While we aim to comply, refunds may take additional time depending on bank/financial institution.

10.  Compliance with Food Safety Regulations

• We ensure that all our food products meet shelf‐life requirements and are safe for consumption. The FSSAI stipulates that food items delivered online must have a minimum remaining shelf life of 30% or at least 45 days. 

• Our eligibility criteria for shelf-life‐based returns reflect such regulatory standards.

11.  Changes to Policy

• We may update this Return & Refund Policy from time to time. The updated version will be effective when posted on sgnchealthyfood.com.

• You are advised to review this policy periodically.

12.  Contact Us

For all return & refund queries:
Email: support@sgnchealthyfood.com
Phone: +91-9968729854