Order Cancellation, Cancellation Fee & Refund Policy
Policy Version: STV-POL-2026.1 • Compliant with Indian Consumer Protection Act 2019 & E-Commerce Rules 2020
1. Overview & Handcrafted Food Philosophy
At SRITEVA, our homemade sweets and non-veg pickles (Sunnundalu, Chicken, Mutton, and Prawn pickles) are prepared in small artisanal batches in our dedicated kitchen in Guntur, Andhra Pradesh. Because our products are fresh, perishable, and handcrafted without synthetic preservatives, order cancellations are governed by clear fulfillment stages to protect raw material commitment, kitchen safety, and consumer rights.
2. Cancellation Stages & Permitted Fee Schedule
| Fulfilment Stage | Eligibility | Cancellation Fee | Refund Amount | Review Type |
|---|---|---|---|---|
| Stage A: Before Kitchen Prep Starts (Confirmed / Pending Confirmation) |
Eligible | ₹0 (Free) | 100% Full Refund if paid online | Instant Automated Approval |
| Stage B: Kitchen Prep Commenced (Preparing in Kitchen) |
Under Review | ₹50 (Documented kitchen ingredients commitment deduction) | Remaining balance (Paid total minus ₹50 fee) | Admin / Kitchen Review Required |
| Stage C: Packed & Sealed (Packed, Awaiting Dispatch) |
Under Review | ₹75 (Packaging materials and vacuum sealing deduction) | Remaining balance (Paid total minus ₹75 fee) | Admin Review Required |
| Stage D: In Transit (Shipped / Out for Delivery) |
Not Eligible Online | Delivery refusal policy applies | Refund after safe return to kitchen | Customer Support / Courier Desk |
| Stage E: Delivered (Package Received by Customer) |
Not Returnable | N/A | Replacement / Refund for transit damage or seal breach only | Grievance Desk (within 48 hours) |
| Stage F: Cancelled by SRITEVA (Kitchen stock or delivery constraint) |
Auto Cancelled | ₹0 (Free) | 100% Full Refund | Instant |
3. Refund Calculation Formula
Refund amounts are calculated server-side using verified payment transactions and integer paise:
We do not deduct unincurred costs or retain funds contrary to mandatory Indian consumer protection laws. Total refunds can never exceed the verified payment captured by Razorpay.
4. Razorpay Payment & Refund Timelines
All online refunds are initiated directly through Razorpay back to your original payment method:
- UPI & NetBanking: Typically credited in 2 to 4 business days.
- Credit & Debit Cards: Typically credited in 5 to 7 business days depending on your issuing bank.
- Cash on Delivery (COD): For unpaid orders cancelled before preparation, no money was collected, hence no refund transaction is required.
5. How to Submit a Cancellation Request
- Log into your SRITEVA account and navigate to My Orders.
- Select the order you wish to cancel and click "Cancel Order".
- Select your cancellation reason and review the disclosed fee and refund estimate.
- Confirm your submission. Pre-preparation orders are cancelled immediately with 100% full refund; later stages are reviewed promptly by our kitchen team.
6. Transit Damage, Seal Leaks & Grievances
If your package arrived damaged, with a broken tamper seal, or with an oil leak during courier transit, you are entitled to a 100% free replacement or full refund.
Please share photos of the jar and shipping label with our Guntur grievance desk within 48 hours of delivery:
26-07-768, 2nd Line, Muthyala Reddy Nagar, Beside Bright Kids School, Guntur, AP – 522007
Phone & WhatsApp: +91 9032441979 (Mon–Sat: 9:00 AM – 8:00 PM IST)
Email: support@sriteva.com