Cancellation Policy

This Policy applies to all orders placed on our website for Swaadly products.

1. No Returns. No Refunds.

We do not accept any returns of products once delivered.

Due to the nature of food products, we do not offer returns, exchanges, or monetary refunds. This applies to cases involving change of mind, taste preference, incorrect selection by the customer, delivery delays, or minor transit-related packaging issues.

Once an order is delivered in good condition and as per the order, the sale is final.

2. When We Will Send a Replacement

Eligibility for Replacement In rare and unfortunate cases, we will happily send a replacement product (not a refund) if:

Wrong Product

The item received does not match your order.

Missing Items

One or more paid items are missing from the parcel.

Damaged Product

The jar or pouch is physically damaged, leaking, or unusable at the time of delivery.

3. How to Report an issue or Replacement request.

To claim a replacement, you must report the issue within 2 hours of delivery.

Please Email us at support@swaadly.com with:

  • Subject: “Replacement Request – Order [Order ID]”
  • Customer Details (name, email, Registered Mobile number, transaction id).
  • Clear photos of the issue.
  • Simple video proof of the parcel.

Note: All claims are subject to internal verification. Once approved, a replacement will be shipped to you.

4. Natural Oil Separation (No Replacement)

Our nut butters may show natural oil separation on top of the jar. This is normal because we do not use artificial stabilisers. The oil you see is natural oil from the nuts. Please stir well before use.

This is not considered damage or defect, and no replacement or refund will be provided for normal oil separation, taste variation, or texture preferences.

5. Cancellation Policy

Orders cannot be cancelled once payment is completed and the order is confirmed. This applies at all stages including preparation, packing, and dispatch. No cancellation option is provided on the platform.

6. Misuse & Fraud

Swaadly reserves the right to:

  • Reject replacement requests that appear to be fraudulent, abusive, or repetitive.
  • Block or blacklist accounts that repeatedly misuse the replacement policy.

All decisions regarding eligibility for replacement are at the sole discretion of Swaadly.

7. Legal Compliance

This policy complies with the Consumer Protection Act, 2019, Digital Personal Data Protection Act, 2023, RBI guidelines, and applicable FSSAI principles.

Final Acknowledgement

By placing an order on Swaadly.com, customers acknowledge and agree to this policy.

8. Contact Us

For any questions about this Policy or to raise an issue:

Email: support@swaadly.com