Returns & Refunds

1. Cancellations

Cancellation requests are not accepted before or after dispatch. You may submit an order-review request, but an order-review request does not guarantee cancellation.

If we cannot process an order because of stock, payment, pricing, technical, legal, safety, or delivery-address issues, we may cancel it and refund the amount collected for that order.

If an order has not been dispatched within 7 business days and we did not communicate the delay in advance, you may request an order review. We will assess the request against the order’s live processing status.

2. No change-of-mind returns

Because nut butters are consumable food products, we do not accept returns because you changed your mind, ordered the wrong flavour, dislike the taste, found a later discount, or no longer want the order.

Do not send a product back without written instructions from us. Returned food is not placed back into saleable inventory.

3. Issues eligible for review

• Wrong or missing item.
• Leaking or broken jar.
• Broken, tampered, or compromised seal.
• Product delivered after its printed best-before date or with unreasonably short remaining shelf life.
• Visible contamination, mould, foreign matter, rancidity, abnormal odour, or another sign of spoilage.
• Material difference from the product ordered or advertised.
• Packaging damage that affects food safety.
• A product affected by a safety recall.

4. Reporting windows

Delivery damage, leakage, broken seals, missing items, and wrong items must be reported within 24 hours of delivery.

A quality or spoilage concern must be reported within 72 hours of discovering the issue and before the printed best-before date. Stop using the product if it appears unsafe.

These reporting windows help preserve courier, package, batch, and storage evidence. They do not remove rights that cannot be limited under applicable consumer law or prevent a food-safety concern from being reported to the appropriate authority.

5. Evidence and product retention

Provide the order number and clear photographs or video of the product, outer box, shipping label, batch code, seal, and the reported issue. An unboxing video is strongly recommended for missing-item and transit-damage cases but is not the only evidence we will consider.

Keep the remaining product, jar, original packaging, shipping materials, and batch details until the claim is resolved. Do not discard or return them unless we instruct you to do so.

We may ask how and when the jar was opened, stored, handled, and consumed, or request additional evidence reasonably needed to verify the claim.

6. Issues not eligible by themselves

• Change of mind, ordering the wrong flavour, or subjective taste preference.
• Natural oil separation or reasonable small-batch colour and texture variation.
• A promotion or lower price becoming available after purchase.
• Damage or spoilage caused by improper storage, contaminated utensils, misuse, or failure to follow the label.
• A complaint made after the printed best-before date where the issue arose while the product was in the customer’s possession.
• Refusal to provide basic order, batch, product, or issue evidence reasonably needed for review.
• A duplicate, altered, internet-sourced, misleading, or demonstrably fraudulent claim.

7. How claims are assessed

Customer Support or Quality Assurance reviews each claim using the order, delivery, product, batch, storage, and evidence available. Submitting a claim does not itself establish eligibility.

Repeated claims may require additional verification. Package weight, courier records, batch records, previous claims, and other relevant evidence may be considered fairly and proportionately.

A partly consumed jar may still qualify where the problem was concealed and could only reasonably be discovered after opening, provided the remaining product and evidence are retained.

8. Replacement, refund, or store credit

After verification, we will decide whether a replacement or refund is appropriate based on the nature of the issue, food safety, available stock, and the evidence. If replacement is selected but stock is unavailable, a refund will be issued.

Store credit may be offered only with your agreement. We will not substitute store credit for an approved monetary refund without consent.

For a bundle or multi-item order, the remedy ordinarily applies only to the affected item unless the remaining items cannot reasonably be used as intended or applicable law requires a broader remedy.

9. Refund processing

Approved refunds are returned to the original payment method. We will initiate an approved refund within 5–7 business days after claim approval.

After initiation, a bank or payment provider may take an additional 5–7 business days to show the credit. We cannot control that provider processing period but will provide available refund reference details.

Original shipping charges are not refunded unless the remedy is for our error, a wrong item, transit damage, or a shipment confirmed lost. Refunds for customer-caused returned-to-origin orders may deduct documented actual forward and return courier charges.

10. Fraud and policy abuse

Claims may be rejected where evidence shows duplication, alteration, impersonation, false statements, reused photographs, deliberate product damage, abusive chargebacks, or another fraudulent attempt.

A rejected fraudulent claim may lead to account or order restrictions after review. This clause does not allow us to reject a genuine food-safety or product claim merely because a customer has raised a previous claim.

11. Support and escalation

Submit the order-review form with complete evidence. We aim to provide an initial case update within 24 hours and resolve the claim within 7 business days where possible. Complex courier, payment, laboratory, or safety investigations may take longer; we will provide an update if they do.

For support, email orders@nuteshwar.com or call or WhatsApp +91 63551 83077. The Grievance Officer is Yesha Padia, Chief Operation Officer, reachable at yesha@nuteshwar.com.

Nothing in this policy removes remedies available under applicable consumer law or the right to report a food-safety concern to the relevant authority.