Refund & Returns Policy

SECTION 1 – OVERVIEW

This Refund & Returns Policy applies to all purchases made on houseofshudda.com by Shudda & Co. ("we", "us", or "our"). This policy does not apply to orders placed through third-party marketplaces, retail partners, or resellers, which are governed by their respective platform policies.

Shudda & Co. sells premium, raw, and minimally processed honey, which is a consumable food product. Due to the nature of food items and for reasons of hygiene, food safety, and quality control, we do not offer general returns or exchanges once a product has been delivered and opened.

However, we are committed to ensuring that you receive fresh, high-quality products in perfect condition. If you receive a damaged, defective, expired, or incorrect product, we will do our best to resolve the issue promptly and fairly as outlined in this policy.

Please read this policy carefully before placing your order. By placing an order on our website, you acknowledge and agree to the terms of this Refund & Returns Policy.

SECTION 2 – NO GENERAL RETURNS POLICY

Shudda & Co. does not accept returns or offer refunds based on:

  • Personal taste preferences, sweetness level, flavour profile, or aroma.

  • Dislike or dissatisfaction with the product after consumption.

  • Natural variations in colour, texture, taste, or aroma from batch to batch.

  • Crystallisation (also referred to as "freezing" or "granulation") of honey.

Important Note on Crystallisation:

Crystallisation is a natural process that occurs in raw, minimally processed honey, especially when stored in cold temperatures or over time. This is a sign of purity and authenticity, not a defect or quality issue.

If your honey becomes thick, cloudy, or grainy, this is completely normal and safe. The honey retains its quality and nutritional value. You can gently warm the jar in a bowl of warm water to return the honey to a liquid state if desired.

Crystallisation, natural colour variation, and texture differences are NOT considered defects and are NOT grounds for returns, replacements, or refunds.

SECTION 3 – ELIGIBLE CASES FOR REPLACEMENT OR REFUND

We will consider replacement or refund requests ONLY in the following limited circumstances:

  1. Product Damaged in Transit: The product jar is broken, cracked, or leaking at the time of delivery due to mishandling during shipping.

  2. Expired Product: The product delivered is past its expiry or best-before date at the time of delivery.

  3. Wrong Product Delivered: You received a different product, variant, flavour, or pack size than what you ordered.

  4. Missing or Non-Delivered Product: Your order was not delivered despite a valid and serviceable address, and the courier confirms non-delivery after investigation.

  5. Quality Defect Confirmed by Shudda & Co.: A genuine quality issue (such as contamination, spoilage, foreign objects, or adulteration) that is confirmed upon review by our Quality Control team.

Please note:

  • All replacement and refund requests are subject to verification and approval by Shudda & Co. after internal review.

  • We reserve the right to refuse requests that do not meet the eligibility criteria outlined above or that are not supported by adequate proof.

  • Shudda & Co.'s decision on replacement or refund requests is final.

SECTION 4 – REPORTING TIMELINES & PROOF REQUIRED

4.1 Reporting Window

If you receive a damaged, defective, expired, or incorrect product, you must inform us within 7 days of delivery.

Requests raised beyond this 7-day window will generally not be entertained, except in rare and exceptional cases at the sole discretion of Shudda & Co.

4.2 How to Report an Issue

To report an issue and request a replacement or refund, please contact us immediately at:

Email: shuddaco@gmail.com
 Phone: +91 7907672975

When reporting an issue, you must provide:

  • Order ID or order number (found in your order confirmation email).

  • Contact details (name, phone number, email address).

  • Clear photographs or videos showing:

    • The outer packaging (courier box/envelope) if damaged.

    • The product jar, label, and seal.

    • The defect, damage, leakage, expiry date, or incorrect product clearly visible.

    • Any other relevant evidence that supports your claim.

Without sufficient photographic or video evidence, we may not be able to process your request.

4.3 Batch Verification

In some cases, we may ask for the batch number or manufacturing date printed on the product label to verify and trace the product back to our quality records.

SECTION 5 – EVALUATION & REPLACEMENT PROCESS

5.1 Review by Quality Control Team

Once we receive your complaint with the required proof, our Quality Control and Customer Support teams will review the issue within 2–3 business days.

We may contact you for additional information, photos, or clarification if needed.

5.2 Replacement

If your complaint is found to be valid and genuine:

  • We will arrange for a free replacement of the same product, dispatched to your original delivery address at no additional cost.

  • If the exact product is out of stock, we may offer a replacement with a similar or equivalent product of equal or greater value, subject to your consent.

  • In some cases, we may ask you not to consume the affected product and to safely discard it (or return it to us if required for further investigation).

5.3 Refund (Rare Cases Only)

If a replacement is not feasible due to reasons such as:

  • Product discontinuation or permanent stock unavailability.

  • Delivery to your location is no longer serviceable.

  • Any other exceptional circumstance.

We may issue a refund to your original payment method as a last resort, at the sole discretion of Shudda & Co.

SECTION 6 – NON-RETURNABLE & NON-REFUNDABLE SITUATIONS

No replacement or refund will be provided in the following situations:

  • Product has been partially or fully consumed, and no clear manufacturing defect or quality issue can be established.

  • Customer does not like the taste, colour, texture, sweetness level, or aroma of the product (taste is subjective and not grounds for return).

  • Honey has naturally crystallised, become thick, or changed texture due to storage conditions or cold weather.

  • Incorrect, incomplete, or unserviceable delivery address was provided by the customer.

  • Customer was unavailable to accept delivery, or refused to accept the package at the time of delivery.

  • Product was delivered to a third party, security desk, neighbour, or alternate person as per the customer's instructions or consent.

  • Tampering, intentional damage, or misuse of the product after successful delivery.

  • Order was placed by mistake, and the customer changed their mind after the product was shipped.

  • Complaint was not raised within the required 7-day reporting window from the date of delivery.

  • Insufficient or no photographic/video evidence was provided to support the claim.

  • The issue reported is found to be false, frivolous, or made in bad faith.

  • Product was purchased from a third-party seller, marketplace, or reseller (not directly from houseofshudda.com).

Shudda & Co. reserves the right to reject any refund or replacement request that does not meet the eligibility criteria or is not supported by adequate proof.

SECTION 7 – ORDER CANCELLATIONS & MODIFICATIONS

7.1 Before Dispatch

You may request cancellation or modification of your order only before it has been packed and dispatched from our warehouse.

To request cancellation or modification, contact us immediately at shuddaco@gmail.com or [Phone Number] with your order details.

If your cancellation request is received and approved before dispatch, we will process a full refund to your original payment method (see Section 8 for refund timelines).

7.2 After Dispatch

Once an order has been packed and handed over to the courier partner for dispatch, it cannot be cancelled or modified.

If you refuse to accept delivery after dispatch, the order will be treated as a cancelled order, and no refund will be issued unless the refusal was due to a valid issue as outlined in Section 3 (e.g., damaged or wrong product).

7.3 Repeat Cancellations

Frequent or repeated order cancellations without valid reasons may result in your account being flagged, and we reserve the right to refuse future orders or limit services to your account.

SECTION 8 – REFUNDS – MODE & TIMELINE

8.1 Refund Mode

If a refund is approved by Shudda & Co., the amount will be refunded to the original payment method used at the time of purchase (credit card, debit card, UPI, net banking, wallet, etc.).

In rare cases, at our discretion, we may offer store credit or a discount coupon for future purchases instead of a monetary refund.

8.2 Refund Processing Timeline

  • Initiation by Shudda & Co.: Once a refund is approved, we will initiate the refund within 5–7 business days.

  • Bank/Payment Gateway Processing: After we initiate the refund, it may take an additional 5–10 business days for the refunded amount to reflect in your bank account, credit card statement, or payment wallet, depending on your bank or payment provider's processing time.

8.3 Refund of Shipping Charges

Shipping charges (if any) will be refunded only if the issue was due to an error on our part (e.g., wrong product delivered, damaged product, or non-delivery). Shipping charges will not be refunded in cases of customer cancellations or change of mind.

8.4 Delays Beyond Our Control

Shudda & Co. is not responsible for delays in refunds caused by banks, payment gateways, or other financial intermediaries. If your refund has not been credited after the expected timeframe, please contact your bank or payment provider directly.

SECTION 9 – DELIVERY ISSUES & UNREASONABLE DELAYS

9.1 Delivery Delays

Estimated delivery timelines provided at the time of order are indicative only and are not guaranteed. Actual delivery times may vary due to factors beyond our control, including but not limited to:

  • Courier delays, logistics disruptions, or capacity constraints.

  • Weather conditions, natural disasters, or public health emergencies.

  • Local restrictions, strikes, public holidays, or customs clearance (if applicable).

  • Incorrect or incomplete address details provided by the customer.

We will make reasonable efforts to ensure timely delivery and will keep you updated via SMS, email, or tracking information wherever possible.

9.2 Unreasonable Delay

If your order experiences an unreasonable delay (i.e., significantly beyond the typical delivery window with no movement shown in tracking, or the courier is unable to deliver for reasons beyond the customer's control), please contact us at shuddaco@gmail.com.

After investigating with our courier partner:

  • We may reship the order to you at no additional cost, or

  • Issue a full refund if reshipment is not feasible.

The decision will be made at the sole discretion of Shudda & Co. based on the circumstances.

9.3 Lost or Missing Shipments

If the courier confirms that a shipment is lost or cannot be traced, we will either reship the order or issue a full refund, depending on product availability and serviceability.

SECTION 10 – THIRD-PARTY MARKETPLACE & RESELLER ORDERS

This Refund & Returns Policy applies only to orders placed directly on houseofshudda.com.

If you purchased Shudda & Co. products through a third-party marketplace (such as Amazon, Flipkart, or any other online platform) or from an authorised or unauthorised reseller, your refund, return, and replacement requests will be governed by the respective platform's or seller's policies.

For such orders, please contact the platform or seller directly for assistance. Shudda & Co. cannot process refund or return requests for products not purchased directly from our official website.

SECTION 11 – HOW TO CONTACT US

If you have any questions, concerns, or complaints regarding this Refund & Returns Policy, or if you need assistance with an order, please contact us:

Shudda & Co.
 Email: shuddaco@gmail.com
 Phone: +91 7907672975
 Registered Office Address: C182, Sushant Lok Phase III, Sector 57, Gurgaon, Haryana, India, 122003
 Website: www.houseofshudda.com

Our customer support team is available [mention working hours, e.g., Monday to Saturday, 10:00 AM to 6:00 PM IST] to assist you.

We encourage you to reach out to us first before escalating any concerns. We are committed to resolving genuine issues fairly and promptly.

SECTION 12 – CHANGES TO THIS POLICY

Shudda & Co. reserves the right to update, modify, or revise this Refund & Returns Policy at any time, at our sole discretion.

Any changes will be effective immediately upon posting the updated policy on this page. We will update the "Last Updated" date at the top of this page whenever changes are made.

Your continued use of the website or placement of orders after changes are posted constitutes your acceptance of the revised policy.

We encourage you to review this policy periodically to stay informed of any updates.

By placing an order on houseofshudda.com, you acknowledge that you have read, understood, and agree to be bound by this Refund & Returns Policy.