Thank you for choosing Nihuu Sravee Home Foods. We take great care in preparing, packing, and delivering our traditional Andhra sweets, snacks, and other food products.

Because our products are food items and may be perishable or sensitive to storage conditions, we follow the return and refund policy described below.

1. General Return Policy

Due to the nature of our food products, we generally do not accept returns or exchanges for products that have been delivered correctly and are in good condition.

Once a food product has been delivered, we cannot accept it back for resale because of food safety, hygiene, freshness, and quality considerations.

However, if you receive a product that is damaged, incorrect, defective, or otherwise affected during delivery, please contact us as soon as possible.

2. Damaged Products

If your order arrives damaged, please contact Nihuu Sravee Home Foods promptly after delivery.

To help us investigate and resolve the issue, please provide:

• Your order number.
• Your name and contact number.
• Photographs or videos of the outer package.
• Photographs or videos showing the damaged product.
• A brief description of the problem.

We may review the information and determine an appropriate resolution, which may include a replacement, refund, or another suitable solution depending on the circumstances.

3. Incorrect Product

If you receive a product that is different from the product you ordered, please contact us as soon as possible.

After verification, we may arrange an appropriate resolution, such as:

• Replacement with the correct product; or
• Refund for the affected product, where applicable.

Please keep the product and its original packaging until we have completed our review.

4. Missing Items

If one or more items are missing from your order, please contact us promptly with your order details.

We will verify the order and delivery information. If an item was incorrectly omitted from your shipment, we may arrange delivery of the missing item or provide an appropriate refund, subject to verification.

5. Quality or Freshness Concerns

We take reasonable care to maintain product quality during preparation and packing.

If you believe that a product has a genuine quality or freshness issue when received, please contact us promptly after delivery.

Please provide photographs, videos, order details, and a description of the issue so that we can review the matter.

Depending on the circumstances and verification, we may offer a replacement or refund where appropriate.

6. Products Damaged After Delivery

We are not responsible for deterioration, damage, or changes in product quality caused by improper storage, handling, exposure to unsuitable temperatures, moisture, or other conditions after delivery.

Customers should follow any storage instructions provided with the product.

7. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing the order.

Cancellation may be possible only if the order has not already been prepared, packed, dispatched, or otherwise processed.

Once an order has entered preparation or dispatch, cancellation may not be possible.

If a cancellation is accepted and payment has already been made, any eligible refund will be processed according to our refund procedure and the applicable payment method.

8. Refund Eligibility

A refund may be considered in circumstances such as:

• A verified incorrect product being supplied.
• A verified missing product where replacement is not possible.
• A verified product damaged during delivery.
• A verified quality issue where a refund is considered appropriate.
• An eligible order cancellation accepted before processing or dispatch.

Refund eligibility is subject to verification and the circumstances of the individual order.

9. Non-Refundable Situations

Refunds or returns generally will not be provided for:

• Change of mind after receiving the product.
• Personal taste or preference.
• Incorrect product selection by the customer.
• Failure to provide a correct or complete delivery address.
• Customer unavailable to receive the order.
• Damage caused by improper handling or storage after delivery.
• Products that have been opened, consumed, or altered after delivery, except where required by applicable law or where a genuine product issue is being investigated.
• Delays caused by circumstances outside our reasonable control.

10. Refund Process

If your refund request is approved, we will initiate the refund using the applicable payment method or process available for the original transaction.

The time taken for the refunded amount to appear in your account may depend on the payment gateway, bank, card issuer, or other payment service provider.

Nihuu Sravee Home Foods does not control the processing time of external financial institutions.

11. Partial Refunds

In certain circumstances, only part of an order may be affected.

Where appropriate, we may provide a refund for the affected product or affected portion of the order rather than the entire order.

The final resolution will depend on the circumstances and verification of the issue.

12. Shipping and Delivery Charges

Where an order qualifies for a refund, the treatment of shipping or delivery charges will depend on the reason for the refund and the circumstances of the order.

Where applicable, we may consider delivery charges as part of the resolution when the issue is attributable to an error or problem on our side.

13. Refund for Failed or Duplicate Payments

If your payment account has been charged but the order was not successfully created, please contact us with the transaction details.

Similarly, if you believe that you were charged more than once for the same order, please provide the relevant transaction information.

We will verify the transaction with our payment service provider and take appropriate action if a duplicate or unsuccessful transaction is confirmed.

14. How to Request a Return or Refund

To request assistance regarding a damaged, incorrect, missing, or quality-affected product, please contact us through our official customer support channel.

Please provide:

Order Number:
Customer Name:
Registered Mobile Number:
Email Address:
Product Name:
Issue Description:
Photos/Videos: Where applicable

Providing clear photographs or videos can help us investigate the issue more quickly.

15. Time Limit for Reporting an Issue

Customers should report any damage, incorrect item, missing item, or apparent quality issue as soon as possible after delivery.

For practical processing, we recommend contacting us within 24 hours of delivery.

Requests reported after this period may be more difficult to verify and may be considered based on the circumstances.

16. Verification of Claims

Nihuu Sravee Home Foods may review order records, product details, packaging information, delivery records, photographs, videos, and other relevant information before approving a replacement or refund.

We reserve the right to decline a request where the claimed issue cannot be reasonably verified or where the request falls outside this policy, subject to applicable consumer protection laws.

17. Replacement Instead of Refund

Depending on the circumstances, we may offer a replacement product instead of a refund.

Replacement availability may depend on product availability, delivery location, and the nature of the reported issue.

If a replacement cannot reasonably be provided, an eligible refund or another appropriate resolution may be considered.

18. Delivery Delays

Delivery times may sometimes be affected by circumstances beyond our reasonable control, including courier delays, weather conditions, transportation disruptions, public holidays, natural events, or other unforeseen circumstances.

A delivery delay by itself may not automatically qualify an order for a refund.

If a delivery issue occurs, please contact us so that we can check the order and coordinate with the relevant delivery service where applicable.

19. Contact Us

For questions regarding returns, refunds, cancellations, damaged products, or order-related concerns, please contact: nihuusravee@gmail.com