Refund & Cancellation Policy

1. Order Cancellation Policy

1.1 Cancellation Before Preparation

Orders can be cancelled without any charges if:

• Cancellation request is made within 2 hours of order placement
• The order has not yet entered the preparation stage
• For advance orders, cancellation is allowed up to 24 hours before the scheduled delivery/pickup time

1.2 Cancellation After Preparation Begins

If the order has entered the preparation stage:

• Cancellation may be subject to a 25% preparation charge
• Custom orders and special preparations may have higher cancellation charges
• Corporate orders may be subject to different cancellation terms as per the agreement

1.3 Same-Day Order Cancellations

For same-day delivery orders:

• Cancellation allowed within 1 hour of order placement
• After 1 hour, cancellation charges may apply
• Orders already out for delivery cannot be cancelled

2. Return Policy

2.1 General Return Policy

Due to the perishable nature of our products, we generally do not accept returns. However, we will consider returns in the following circumstances:

Acceptable Return Conditions:

• Quality Issues: Products that are spoiled, stale, or not meeting our quality standards
• Wrong Order: Products delivered that are different from what was ordered
• Damaged Products: Items damaged during delivery or packaging
• Missing Items: Incomplete orders or missing products from the order

2.2 Return Process

To initiate a return:

1. Contact us immediately at +91 9112886349 or contact@gprsweets.shop
2. Report the issue within 2 hours of delivery/pickup
3. Provide order details and description of the issue
4. If possible, share photos of the products in question
5. Keep the products in their original packaging until resolution

2.3 Non-Returnable Items

The following items cannot be returned:

• Products consumed partially or completely
• Items returned after the 2-hour reporting window
• Products damaged due to improper storage by the customer
• Custom orders made to specific customer requirements (unless quality issues)
• Products where packaging has been tampered with

3. Refund Policy

3.1 Refund Eligibility

Refunds will be processed for:

• Valid order cancellations as per our cancellation policy
• Quality issues confirmed by our team
• Wrong orders delivered by our mistake
• Non-delivery of orders due to our fault
• Overcharging or billing errors

3.2 Refund Process

Our refund process:

1. Request Evaluation: Our team will evaluate the refund request
2. Approval: Valid requests will be approved within 24-48 hours
3. Processing: Approved refunds will be processed within 3-5 business days
4. Credit: Refunds will be credited to the original payment method

3.3 Refund Timeline

Refund processing times vary by payment method:

• UPI/Digital Wallets: 1-2 business days
• Credit/Debit Cards: 3-7 business days
• Net Banking: 3-5 business days
• Cash Payments: Immediate refund at store or via bank transfer

3.4 Partial Refunds

Partial refunds may be offered for:

• Orders where only some items have quality issues
• Late deliveries (delivery charge refund)
• Minor quality concerns that don't warrant full refund
• Cancellations after preparation has begun (minus preparation charges)

4. Replacement Policy

4.1 Product Replacement

Instead of refunds, we may offer replacements for:

• Quality issues where fresh products can be prepared
• Wrong orders delivered
• Damaged products during delivery
• Missing items from orders

4.2 Replacement Process

Replacement orders will be:

• Prepared fresh with priority processing
• Delivered at no additional charge
• Completed within 24 hours (subject to availability)
• Confirmed with customer before preparation

5. Special Circumstances

5.1 Festival and Peak Season Orders

During festivals and peak seasons:

• Advance orders have stricter cancellation policies
• Cancellation charges may be higher due to committed resources
• Replacement timelines may be extended due to high demand
• Special terms may apply for bulk and corporate orders

5.2 Corporate and Bulk Orders

Corporate orders have specific terms:

• Separate cancellation and refund agreements
• Advance payment terms may affect refund processing
• Custom packaging and branding orders have different policies
• Volume discounts may affect refund calculations

5.3 Gift Orders

For gift orders:

• Cancellation allowed until 4 hours before delivery
• Address changes may incur additional delivery charges
• Quality issues will be resolved with the gift recipient
• Refunds will be processed to the original purchaser

6. Delivery-Related Issues

6.1 Non-Delivery

If orders are not delivered due to:

• Our fault: Full refund including delivery charges
• Customer unavailability: Redelivery charges may apply
• Incorrect address: Customer responsible for additional charges
• Force majeure: Refund or rescheduling options available

6.2 Delayed Delivery

For significantly delayed deliveries:

• Delivery charge refund for delays over 2 hours
• Partial order refund for delays over 4 hours
• Full refund option for delays over 6 hours
• Fresh replacement for perishable items affected by delay

7. Quality Assurance

7.1 Our Quality Commitment

Reddy Anna is committed to delivering the highest quality products. We:

• Use only fresh, premium ingredients
• Follow strict hygiene and safety protocols
• Conduct quality checks before dispatch
• Maintain proper storage and transportation conditions

7.2 Customer Responsibility

To maintain product quality, customers should:

• Inspect products immediately upon receipt
• Follow provided storage instructions
• Consume products within recommended timeframes
• Report quality issues promptly

8. Contact Information for Refunds and Cancellations

9. Dispute Resolution

9.1 Internal Resolution

We encourage customers to contact our customer service team first for any refund or cancellation disputes. Most issues can be resolved quickly through direct communication.

9.2 Escalation Process

If you're not satisfied with the initial resolution:

1. Request to speak with a supervisor
2. Provide detailed documentation of the issue
3. Allow 48-72 hours for management review
4. Receive final resolution decision

10. Policy Updates

This Refund & Cancellation Policy may be updated from time to time. Changes will be posted on our website with the revision date. Continued use of our services constitutes acceptance of the updated policy.

11. Legal Compliance

This policy complies with applicable Indian consumer protection laws and regulations. In case of any conflict between this policy and applicable law, the law shall prevail.