Refund and Returns Policy

Last Updated: 15/11/2025

At Soureni Naturals, we take pride in delivering fresh, safe, and high-quality products sourced directly from the hills of Mirik and Soureni. Since many of our items are perishable, we follow strict guidelines to ensure fairness, hygiene, and customer safety.

This Return & Refund Policy explains when and how you may request a refund or exchange.

1. Products Eligible for Return/Exchange

Due to the perishable nature of our products, we only accept returns or exchanges if:

The product is expired, spoiled, contaminated, or damaged upon delivery.

If you receive an item in unacceptable condition, please notify us immediately with proof (images/videos).

2. Time Window for Returns/Exchanges

You can request a return, exchange, or refund within 17 days of receiving your order ONLY if the product meets the eligibility criteria above.

After 17 days, we cannot accept any return or refund request.

3. Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns for the following unless they are expired or damaged:

• Meat Pickles
• Fruit Pickles
• Fresh Fruits & Vegetables
• Fermented Foods
• Ready-to-eat items
• Daily essentials (opened or partially used)
• Any item that has been consumed, opened, or tampered with

4. Conditions for Approval

To process your return/refund request, you must provide:

1. Order number
2. Clear images/videos of the damaged or expired product
3. Unopened packaging (if applicable)
4. Request made within 17 days from delivery

Once verified, we will approve or decline the request based on product condition and eligibility.

5. Refund Process

Once your return request is approved:

Refunds will be issued to your original payment method (Razorpay or UPI).

Refunds may take 4–7 business days to reflect in your account.

In some cases, we may also offer:

• Store credit
• Product replacement
• Free re-delivery of the same item

6. Exchange Policy

If an item is eligible for exchange (expired, spoiled, or damaged), we will replace it with:

• The same product, or
• An alternative product of equal value, if the original is unavailable

7. Cancellation Policy

You may cancel your order before it is packed or shipped.

Once the order has been dispatched, cancellation is no longer possible.

8. Incorrect Address or Failed Delivery

We are not responsible for failed deliveries due to:

• Incorrect address
• Unreachable phone number
• Customer unavailability

In such cases, refunds cannot be issued.

9. Contact Us

For return, exchange, or refund requests, contact:

Email: support@soureninaturals.in
Phone: 7908828317

We are here to help you and ensure a smooth and fair experience.