Refund & Return Policy

Returns or replacement requests may be accepted in the following circumstances:

• Wrong product is delivered
• Product is damaged or defective upon receipt
• Package is tampered with or seal is broken during delivery
• Product quality issue is verified by our team (e.g., foreign matter, spoilage before expiry)

Requests must be raised within 48 hours of delivery along with supporting proof such as photographs or videos of the product and packaging.

Legal Reference: Consumer Protection Act, 2019, Sec. 2(9) — Right to seek redressal. Consumer Protection (E-Commerce) Rules, 2020, Rule 7(3) — Inventory e-commerce entities must not refuse refunds for defective/misdescribed goods.

Due to the nature of food and grocery products and applicable FSSAI regulations, the following are generally non-returnable:

• Opened or used products (for hygiene and food safety reasons)
• Products damaged after delivery due to improper storage by the customer
• Promotional or clearance sale items, unless found defective or misdescribed

Non-returnability does not override consumer rights under the Consumer Protection Act, 2019 in cases of defective goods or unfair trade practices.

Approved refunds shall be processed through the original mode of payment within the following timelines:

Actual timelines may vary based on your bank, payment gateway, and financial institution policies.

Orders may be cancelled before dispatch. Once shipped, cancellation requests may not be accepted.

Where an order is cancelled before dispatch, any payment made shall be refunded within 5–7 working days through the original payment mode.

If the return is due to:

• Wrong product delivery
• Damaged or defective item
• Verified quality issue

Return shipping costs shall be borne by Sri Lohitha Foods Private Limited. Our team will arrange a pickup or provide prepaid return shipping label where applicable.

We reserve the right to refuse returns/refunds where:

• Claims are false or misleading
• Products show signs of misuse or tampering by the customer
• Systematic or repeated policy abuse is detected

Fraudulent claims may be reported to appropriate legal authorities. This provision does not override genuine consumer rights under the Consumer Protection Act, 2019.

Nothing in this policy limits your statutory rights as a consumer under the Consumer Protection Act, 2019. In the event of an unresolved dispute, you may approach:

Legal Reference: Consumer Protection Act, 2019 — Secs. 34, 47, 58 (Forum Jurisdiction). Consumer Protection (E-Commerce) Rules, 2020 — Rule 7(3). FSSAI Act, 2006 — food safety and quality standards.

Grievance Officer

Name of Grievance Officer — Commercial Manager

Sri Lohitha Foods Private Limited

Email: support@lohithafoods.com

Phone: +91 8008301730

Complaints will be acknowledged within 48 hours and resolved within one month of receipt as per Rule 4(1)(c), Consumer Protection (E-Commerce) Rules, 2020.

Legal Reference: Consumer Protection Act, 2019 | Consumer Protection (E-Commerce) Rules, 2020 (Rules 4, 7) | FSSAI Act, 2006 | RBI Payment Aggregator Guidelines, 2020