REFUND POLICY
1. Scope and Applicability
1.1 Purpose of the Refund Policy
1.1.1 This Refund Policy outlines the terms and conditions under which customers may request refunds for products purchased through the official Equilibria FRESHSPICE e-commerce platform.
1.1.2 The policy ensures transparency and fairness for all customers by defining eligibility, processes, and limitations associated with refund requests.
1.2 Applicability
1.2.1 This Refund Policy applies to all customers, both domestic and international, who purchase products directly from the Equilibria FRESHSPICE e-commerce platform.
1.2.2 The policy covers only those purchases made through the official website of Equilibria FRESHSPICE and does not apply to products purchased from third-party retailers or distributors.
1.3 Products Covered Under Refund Policy
1.3.1 Refunds are applicable for non-perishable products that are:
1.3.1.1 Defective or damaged at the time of delivery.
1.3.1.2 Incorrectly shipped items, including wrong product or quantity.
1.3.1.3 Products delivered beyond the committed timeframe, resulting in a customer complaint.
1.3.2 Refunds are not applicable for:
1.3.2.1 Perishable items that may spoil due to delays or improper handling post-delivery by the customer.
1.3.2.2 Products damaged after receipt or due to mishandling by the customer.
1.3.2.3 Promotional or complimentary products provided free of charge.
1.4 Geographic Applicability
1.4.1 Refund requests are accepted for orders delivered to any location within India and internationally, subject to shipping feasibility as determined by Equilibria FRESHSPICE.
1.4.2 Orders shipped to countries where delivery services are not feasible or outside the designated operational areas of Equilibria FRESHSPICE are not eligible for refunds under this policy.
1.5 Legal and Jurisdictional Boundaries
1.5.1 This Refund Policy is governed by the laws of India and is subject to the jurisdiction of courts in Gurgaon, Haryana, India.
1.5.2 For international customers, these terms apply regardless of the customer’s location, as per the governing law stated above.
1.6 Communication Channels for Refund Policy Queries
1.6.1 All inquiries, requests, and complaints regarding refunds should be directed to sales@freshspice.in.
1.6.2 Refund requests made through other modes of communication such as phone, WhatsApp, or physical mail will not be entertained.
1.7 Customer Consent
1.7.1 By placing an order on the Equilibria FRESHSPICE e-commerce platform, the customer agrees to the terms outlined in this Refund Policy.
1.7.2 Customers are encouraged to review this policy carefully before making a purchase to understand their rights and responsibilities.
2. Eligibility Criteria for Refunds
2.1 General Eligibility
2.1.1 Customers may request a refund for products purchased directly from the official Equilibria FRESHSPICE e-commerce platform if the refund request meets the criteria outlined in this policy.
2.1.2 Refunds will be considered only for issues reported within the specified timeframe (refer to Section 3 for applicable time limits).
2.2 Conditions for Refunds
2.2.1 Refunds are eligible under the following conditions:
2.2.1.1 Defective or Damaged Products: If the product is found to be defective or damaged upon delivery.
2.2.1.2 Incorrect Product Delivered: If the customer receives a product that does not match their order (e.g., wrong item, incorrect quantity, or variation).
2.2.1.3 Delayed Delivery: For domestic and international orders, if the delivery exceeds the committed shipping timeframe, subject to reasonable delays due to external circumstances (refer to the Shipping Policy).
2.2.1.4 Unfulfilled Order: If the order was never delivered due to an error on the part of Equilibria FRESHSPICE or its delivery partners.
2.3 Proof of Eligibility
2.3.1 Customers are required to provide adequate proof to validate their refund request, including:
2.3.1.1 Order confirmation details such as order ID, purchase date, and payment receipt.
2.3.1.2 Visual evidence such as photographs of the defective or incorrect product, highlighting the issue.
2.3.1.3 Delivery details and any associated shipping documentation for delayed or undelivered orders.
2.4 Ineligibility for Refunds
2.4.1 Refunds will not be provided under the following conditions:
2.4.1.1 Change of Mind: If the customer changes their mind about the purchase after receiving the product.
2.4.1.2 Improper Handling by Customer: If the product is damaged due to improper handling, storage, or use by the customer after delivery.
2.4.1.3 Perishable Items: For items classified as perishable, refunds will not be provided unless the product was defective or damaged at the time of delivery.
2.4.1.4 Failure to Comply with Return Requirements: If the customer fails to return the product in its original packaging or condition, as required by the return process.
2.4.1.5 Incomplete or Incorrect Information: If the customer fails to provide adequate proof or accurate information for refund validation.
2.5 Special Conditions for International Orders
2.5.1 Refund requests for international orders are subject to the same eligibility criteria as domestic orders, with the following additional considerations:
2.5.1.1 Refunds will not cover customs duties, taxes, or import-related fees imposed in the customer’s country.
2.5.1.2 Extended delivery timelines due to international shipping protocols will not be considered for refund eligibility unless significantly delayed beyond the committed timeframe.
2.6 Discretion of Equilibria FRESHSPICE
2.6.1 Equilibria FRESHSPICE reserves the right to approve or reject refund requests based on the evidence provided and compliance with the criteria outlined in this policy.
2.6.2 Any decision regarding eligibility for a refund shall be final and communicated to the customer via email.
2.7 Contact for Refund Requests
2.7.1 All refund-related inquiries and requests must be submitted to sales@freshspice.in.
2.7.2 Requests made through any other communication channels, including phone, WhatsApp, or postal mail, will not be entertained.
3. Exclusions and Non-Refundable Items
3.1 General Exclusions
3.1.1 The following categories of products and conditions are excluded from refund eligibility under this Refund Policy:
3.1.1.1 Perishable Goods: Products that are perishable in nature and subject to spoilage over time, unless proven to be defective or damaged at the time of delivery.
3.1.1.2 Products Damaged by the Customer: Items damaged due to improper handling, storage, or usage by the customer after delivery.
3.1.1.3 Products Without Original Packaging: Refunds will not be granted if the item is returned without its original packaging, tags, or labels, or if any accessories or documentation are missing.
3.1.1.4 Promotional or Complimentary Items: Products offered as part of promotions, free giveaways, or bundled offers.
3.2 Change of Mind or Preferences
3.2.1 Refunds will not be processed if the customer requests a return or refund due to a change of mind, personal preferences, or subjective dissatisfaction with the product.
3.3 Health and Safety Exclusions
3.3.1 Refunds will not be issued for opened or used consumable products due to health and safety regulations, except in cases where the product is found to be defective or damaged upon delivery.
3.4 Delayed Delivery Due to External Factors
3.4.1 Refunds will not be granted for delivery delays caused by circumstances outside the control of Equilibria FRESHSPICE, including but not limited to:
3.4.1.1 Natural disasters, pandemics, or other force majeure events.
3.4.1.2 Customs clearance delays or other regulatory restrictions for international orders.
3.5 International Order Exclusions
3.5.1 For international customers, refunds are not applicable for:
3.5.1.1 Customs duties, taxes, or import-related fees incurred in the customer’s country.
3.5.1.2 Orders delayed due to international shipping protocols unless significantly exceeding the committed timeframe.
3.6 Improper Return Process
3.6.1 Refunds will not be processed if the customer fails to comply with the return process, which includes but is not limited to:
3.6.1.1 Failure to provide adequate proof of purchase or evidence supporting the refund claim.
3.6.1.2 Failure to initiate the refund request within the stipulated timeframe (refer to Section 4 of this policy).
3.6.1.3 Returning the product in a condition that does not meet the return criteria set by Equilibria FRESHSPICE.
3.7 Product-Specific Exclusions
3.7.1 Certain product categories may have specific refund restrictions, which will be explicitly stated in the product description or order confirmation details at the time of purchase.
3.8 Discretion of Equilibria FRESHSPICE
3.8.1 Equilibria FRESHSPICE reserves the right to refuse refund requests for items or circumstances that do not meet the conditions outlined in this policy.
3.9 Contact for Clarifications
3.9.1 Customers seeking clarifications regarding exclusions or refund-related concerns may reach out to sales@freshspice.in.
4. Timeframe for Refund Requests
4.1 General Refund Request Period
4.1.1 Customers must initiate refund requests within a defined period after the delivery of the product, as follows:
4.1.1.1 Domestic Orders: Refund requests must be submitted within 7 calendar days from the date of delivery.
4.1.1.2 International Orders: Refund requests must be submitted within 14 calendar days from the date of delivery to account for potential delays in international shipping processes.
4.2 Delayed Delivery Refund Requests
4.2.1 Refunds related to delayed delivery must be requested as per the following guidelines:
4.2.1.1 The delay must exceed the shipping timeline specified in the order confirmation.
4.2.1.2 The request must be submitted within 7 calendar days of the actual delivery date.
4.3 Defective or Damaged Product Claims
4.3.1 For refund requests due to defective or damaged products, the timeframe for submitting claims is:
4.3.1.1 Domestic Orders: 7 calendar days from the date of delivery.
4.3.1.2 International Orders: 14 calendar days from the date of delivery.
4.3.2 Customers must provide photographic evidence or supporting documentation when initiating claims (refer to Section 2.3 for proof requirements).
4.4 Incorrect Product Delivery Claims
4.4.1 Refund requests for incorrect product delivery must be made within 7 calendar days of delivery for both domestic and international orders.
4.5 Unfulfilled Orders
4.5.1 Refund requests for unfulfilled orders (where the product was not delivered) must be submitted within 30 calendar days from the order placement date.
4.6 Late Refund Requests
4.6.1 Refund requests submitted beyond the stipulated timeframe will not be processed unless:
4.6.1.1 Exceptional circumstances prevented timely submission (e.g., health emergencies, natural disasters).
4.6.1.2 Sufficient evidence is provided to justify the delay.
4.7 Equilibria FRESHSPICE's Right to Modify Timeframes
4.7.1 Equilibria FRESHSPICE reserves the right to modify these timeframes for specific promotions, events, or products. Any such modifications will be communicated clearly at the time of purchase.
4.8 Customer Responsibility
4.8.1 It is the customer's responsibility to ensure that refund requests are initiated within the applicable timeframe by submitting a written request to sales@freshspice.in.
4.9 Communication and Acknowledgment of Requests
4.9.1 Customers will receive an acknowledgment of their refund request within 2 business days of submission, provided all required documentation is submitted.
4.9.2 Refund requests submitted without complete information or outside the applicable timeframe will not be processed.
4.10 Jurisdiction and Governing Law
4.10.1 All disputes arising from delayed or denied refund requests will be governed by the laws of India and fall under the jurisdiction of courts in Gurgaon, Haryana, India.
5. Process for Requesting a Refund
5.1 Initiating a Refund Request
5.1.1 To initiate a refund request, the customer must submit a written request via email to sales@freshspice.in within the applicable timeframe as outlined in Section 4.
5.1.2 The request must include the following information:
5.1.2.1 Full name of the customer as provided during purchase.
5.1.2.2 Order ID and date of purchase.
5.1.2.3 Description of the issue prompting the refund request.
5.1.2.4 Supporting evidence such as photographs or videos (in cases of defective or damaged products).
5.1.2.5 Any additional information requested by Equilibria FRESHSPICE for verification purposes.
5.2 Acknowledgment of Refund Request
5.2.1 Equilibria FRESHSPICE will acknowledge receipt of the refund request within 2 business days of submission.
5.2.2 The acknowledgment email will include:
5.2.2.1 Confirmation of receipt.
5.2.2.2 A unique reference number for tracking the refund request.
5.2.2.3 An estimated timeline for processing the refund.
5.3 Evaluation and Verification
5.3.1 Upon receipt of the refund request, Equilibria FRESHSPICE will evaluate the request based on the eligibility criteria outlined in Section 2.
5.3.2 Additional verification steps may include:
5.3.2.1 Requesting further documentation or evidence to substantiate the claim.
5.3.2.2 Cross-verification of shipping and delivery records with logistics partners.
5.4 Return of Product (if applicable)
5.4.1 If the refund request requires the return of the product, the customer will be informed via email with return instructions, including:
5.4.1.1 Address for returning the product.
5.4.1.2 Guidelines for secure packaging to prevent damage during transit.
5.4.1.3 Any specific shipping requirements for the return process.
5.4.2 The customer must dispatch the product for return within 7 calendar days of receiving the return instructions.
5.5 Processing of Refund
5.5.1 Once the returned product is received and inspected, the customer will be notified via email about the outcome of the inspection.
5.5.2 If the refund is approved:
5.5.2.1 The refund amount will be processed within 7–10 business days.
5.5.2.2 The refund will be credited to the original payment method used by the customer or as store credit, as per the customer's choice.
5.5.3 If the refund is rejected:
5.5.3.1 The customer will be informed of the reason for rejection.
5.5.3.2 The product (if returned) will be shipped back to the customer, with the shipping cost borne by the customer.
5.6 Customer Responsibility
5.6.1 Customers are responsible for ensuring:
5.6.1.1 Accurate and complete submission of refund requests.
5.6.1.2 Safe and secure packaging of products being returned.
5.6.1.3 Timely dispatch of returned products as instructed by Equilibria FRESHSPICE.
5.7 Limitations and Discretion
5.7.1 Equilibria FRESHSPICE reserves the right to reject refund requests that fail to meet the conditions outlined in this Refund Policy.
5.7.2 All refund-related decisions made by Equilibria FRESHSPICE will be final and binding.
5.8 Contact for Assistance
5.8.1 For any queries or assistance related to the refund process, customers must contact sales@freshspice.in.
5.9 Governing Law and Jurisdiction
5.9.1 This refund process is governed by the laws of India and any disputes will fall under the jurisdiction of courts in Gurgaon, Haryana, India.
6. Product Return and Inspection
6.1 Return Eligibility Requirements
6.1.1 Customers may be required to return products as part of the refund process, subject to the following conditions:
6.1.1.1 The product must be returned in its original condition, with all packaging, tags, labels, and any accessories intact.
6.1.1.2 Returns are accepted only if they comply with the refund eligibility criteria outlined in Section 2 of this policy.
6.1.1.3 Perishable products or consumables must be returned within the designated timeframe (refer to Section 4) to ensure proper inspection.
6.2 Packaging Guidelines for Returns
6.2.1 To ensure safe transit and inspection, customers must adhere to the following packaging guidelines:
6.2.1.1 Use original or equivalent packaging materials to securely pack the product.
6.2.1.2 Seal the package appropriately to prevent damage during transportation.
6.2.1.3 Include a copy of the original invoice or order confirmation inside the package.
6.3 Return Process
6.3.1 Once a refund request is approved for return, the customer will receive instructions via email, which will include:
6.3.1.1 The return address and any applicable shipping requirements.
6.3.1.2 A unique return reference number that must be included with the package.
6.3.2 The customer must dispatch the return shipment within 7 calendar days of receiving the return instructions.
6.3.3 Customers are responsible for ensuring the product is shipped to the provided return address.
6.4 Inspection of Returned Products
6.4.1 Upon receipt of the returned product, Equilibria FRESHSPICE will conduct a thorough inspection to verify the following:
6.4.1.1 The product matches the original order details and the issue reported by the customer.
6.4.1.2 The product is in its original condition, with all components and packaging intact.
6.4.1.3 The product does not show signs of misuse, tampering, or damage caused after delivery.
6.4.2 The inspection process will be completed within 5 business days of receiving the returned product.
6.5 Outcome of Inspection
6.5.1 If the returned product passes inspection:
6.5.1.1 The refund process will be initiated, and the amount will be processed as per Section 5.5.
6.5.2 If the returned product fails inspection due to non-compliance with return requirements:
6.5.2.1 The refund request will be denied, and the customer will be notified via email.
6.5.2.2 The product will be shipped back to the customer, with the cost of return shipping borne by the customer.
6.6 Return Shipping Costs
6.6.1 Unless otherwise specified, the customer will be responsible for bearing the return shipping costs.
6.6.2 For defective or incorrectly delivered products, Equilibria FRESHSPICE may reimburse reasonable return shipping costs, subject to prior approval.
6.7 Limitations and Discretion
6.7.1 Equilibria FRESHSPICE reserves the right to refuse acceptance of returns that do not comply with the conditions stated in this policy.
6.7.2 The decision made by Equilibria FRESHSPICE regarding the inspection and refund eligibility will be final and binding.
6.8 Contact for Return Assistance
6.8.1 For questions or assistance regarding returns, customers must contact sales@freshspice.in.
6.9 Governing Law and Jurisdiction
6.9.1 All aspects of the return and inspection process are governed by the laws of India and fall under the jurisdiction of courts in Gurgaon, Haryana, India.
7. Refund Approval and Rejection
7.1 Criteria for Refund Approval
7.1.1 Refund requests will be approved only if the following conditions are met:
7.1.1.1 The refund request complies with the eligibility criteria outlined in Section 2 of this policy.
7.1.1.2 The request is submitted within the applicable timeframe as specified in Section 4.
7.1.1.3 The customer provides sufficient proof of purchase and evidence supporting the claim (e.g., photographs of defective or incorrect items).
7.1.1.4 If a product return is required, the returned product passes inspection as per Section 6.
7.1.2 For approved refunds:
7.1.2.1 The refund amount will be credited via the original payment method or as store credit, as per the customer’s preference (refer to Section 5.5).
7.1.2.2 The processing timeline for refunds will be as per the guidelines mentioned in Section 5.
7.2 Criteria for Refund Rejection
7.2.1 Refund requests will be rejected if any of the following conditions apply:
7.2.1.1 The refund request fails to meet the eligibility criteria outlined in Section 2.
7.2.1.2 The request is submitted outside the stipulated timeframe mentioned in Section 4.
7.2.1.3 The customer fails to provide adequate documentation or evidence supporting the claim.
7.2.1.4 The product is returned in a condition that does not comply with the requirements outlined in Section 6 (e.g., damaged due to improper handling by the customer).
7.2.1.5 The product is excluded from refunds as specified in Section 3.
7.2.2 In case of refund rejection:
7.2.2.1 The customer will be informed of the decision via email, along with a detailed explanation of the reason for rejection.
7.2.2.2 If the product was returned, it will be shipped back to the customer at their expense.
7.3 Discretion of Equilibria FRESHSPICE
7.3.1 Equilibria FRESHSPICE reserves the right to approve or reject refund requests based on its assessment of the provided evidence and compliance with this Refund Policy.
7.3.2 The decision of Equilibria FRESHSPICE regarding refund approval or rejection shall be final and binding.
7.4 Fraudulent or Misleading Requests
7.4.1 Refund requests suspected to be fraudulent, misleading, or intentionally inaccurate will be rejected immediately.
7.4.2 Equilibria FRESHSPICE reserves the right to take legal action against individuals found to be engaging in fraudulent refund claims.
7.5 Communication of Refund Decision
7.5.1 Customers will be notified of the refund decision within 5 business days of completing the product inspection or evaluating the refund request.
7.5.2 All communications regarding refund approvals or rejections will be made exclusively through email to the address provided by the customer during the refund request.
7.6 Appeals Process for Rejected Refunds
7.6.1 Customers may appeal a refund rejection by providing additional evidence or clarifications within 7 calendar days of receiving the rejection email.
7.6.2 Appeals must be submitted via email to sales@freshspice.in, and the subject line should include the refund reference number and the word "Appeal."
7.6.3 Appeals will be reviewed, and a final decision will be communicated within 7 business days of submission.
7.7 Governing Law and Jurisdiction
7.7.1 All decisions regarding refund approvals and rejections are governed by the laws of India and fall under the jurisdiction of courts in Gurgaon, Haryana, India.
8. Refund Method and Timeline
8.1 Refund Method
8.1.1 Approved refunds will be processed using one of the following methods:
8.1.1.1 Original Payment Method: Refunds will be credited back to the original payment method used during the purchase, such as a credit card, debit card, or bank transfer.
8.1.1.2 Store Credit: Customers may choose to receive the refund amount as store credit, which can be used for future purchases on the Equilibria FRESHSPICE e-commerce platform.
8.1.2 The refund method will be determined based on the customer’s preference as stated during the refund request process, or as deemed appropriate by Equilibria FRESHSPICE in specific cases.
8.1.3 For international orders:
8.1.3.1 Refunds will be processed in the currency used during the transaction.
8.1.3.2 Any fluctuations in currency exchange rates will not be adjusted in the refund amount.
8.2 Refund Processing Timeline
8.2.1 Equilibria FRESHSPICE will initiate the refund process upon approval of the refund request and completion of any required inspections (refer to Section 6).
8.2.2 The typical timelines for processing refunds are as follows:
8.2.2.1 Refunds to the original payment method will be processed within 7–10 business days from the date of approval.
8.2.2.2 Refunds as store credit will be processed and issued within 3–5 business days from the date of approval.
8.2.3 The actual timeline for the customer to receive the refund may vary depending on:
8.2.3.1 Bank or payment provider processing times for refunds to the original payment method.
8.2.3.2 Delays caused by external factors beyond the control of Equilibria FRESHSPICE.
8.3 Deductions and Adjustments
8.3.1 Refunds may be subject to deductions in the following cases:
8.3.1.1 Non-refundable shipping charges incurred during the initial delivery.
8.3.1.2 Return shipping costs, unless the refund is for defective or incorrect items, where such costs may be reimbursed.
8.3.2 The final refund amount will be communicated to the customer via email prior to processing.
8.4 Notification of Refund Status
8.4.1 Equilibria FRESHSPICE will notify the customer via email once the refund has been initiated, including the following details:
8.4.1.1 Refund reference number.
8.4.1.2 Estimated timeline for completion.
8.4.2 Customers are encouraged to contact sales@freshspice.in if the refund is not received within the stated timeline.
8.5 Unsuccessful Refund Attempts
8.5.1 If a refund to the original payment method is unsuccessful due to incorrect payment details or technical issues, Equilibria FRESHSPICE will contact the customer to resolve the issue.
8.5.2 In such cases, the refund may be reissued via an alternative method, such as store credit or bank transfer, at the discretion of Equilibria FRESHSPICE.
8.6 Governing Law and Jurisdiction
8.6.1 The refund method and processing timeline are governed by the laws of India.
8.6.2 Any disputes arising from refund-related issues will fall under the jurisdiction of courts in Gurgaon, Haryana, India.
9. Shipping Costs and Charges
9.1 Non-Refundable Shipping Charges
9.1.1 Original shipping charges incurred during the initial purchase are non-refundable, except under the following circumstances:
9.1.1.1 The product was defective or damaged upon delivery, as verified by Equilibria FRESHSPICE.
9.1.1.2 An incorrect product was delivered due to an error by Equilibria FRESHSPICE.
9.2 Return Shipping Costs
9.2.1 Customers are responsible for the cost of return shipping unless otherwise stated in this policy.
9.2.2 Equilibria FRESHSPICE may reimburse reasonable return shipping costs under the following conditions:
9.2.2.1 The refund request is for a defective or damaged product.
9.2.2.2 The refund request is for an incorrect product delivered due to an error by Equilibria FRESHSPICE.
9.2.3 Reimbursement of return shipping costs will be processed after verifying the return and based on actual expenses incurred, subject to prior approval.
9.3 International Orders
9.3.1 For international orders, the customer is responsible for all shipping charges, customs duties, taxes, and fees associated with both the initial delivery and the return process, unless:
9.3.1.1 The product delivered was defective, damaged, or incorrect, as verified by Equilibria FRESHSPICE.
9.3.1.2 Reimbursement for return shipping costs is approved by Equilibria FRESHSPICE, in which case it will cover only reasonable costs for standard shipping methods.
9.3.2 Equilibria FRESHSPICE does not cover any customs duties, taxes, or import fees associated with the customer's location.
9.4 Deduction of Shipping Charges
9.4.1 In cases where the refund is approved but the customer is responsible for the return shipping costs, the shipping charges may be deducted from the final refund amount.
9.4.2 The exact deduction, if any, will be communicated to the customer prior to processing the refund.
9.5 Free Shipping Offers
9.5.1 If the initial purchase qualified for free shipping, and the refund request results in the return of the product, shipping costs incurred by Equilibria FRESHSPICE may be deducted from the final refund amount unless:
9.5.1.1 The product was defective, damaged, or incorrectly delivered by Equilibria FRESHSPICE.
9.6 Customer Responsibility for Shipping Costs
9.6.1 Customers must ensure that return shipments are:
9.6.1.1 Properly packaged to avoid damage during transit (refer to Section 6.2 for packaging guidelines).
9.6.1.2 Shipped via a reliable service provider with a valid tracking number to ensure successful delivery.
9.6.2 Equilibria FRESHSPICE is not responsible for return shipments lost or damaged in transit.
9.7 Communication and Approval of Shipping Costs
9.7.1 Customers seeking reimbursement for return shipping costs must submit a detailed invoice or receipt via email to sales@freshspice.in for prior approval.
9.7.2 Reimbursement, if approved, will be included as part of the refund or issued separately as per the customer’s preference.
9.8 Governing Law and Jurisdiction
9.8.1 All aspects of shipping costs and charges related to refunds are governed by the laws of India. 9.8.2 Any disputes arising in connection with shipping costs or charges will fall under the jurisdiction of courts in Gurgaon, Haryana, India.
10. International Refund Policy
10.1 Applicability
10.1.1 This International Refund Policy applies to all orders placed by customers outside India through the official Equilibria FRESHSPICE e-commerce platform.
10.1.2 Refunds for international customers will be subject to the terms and conditions outlined in this policy, along with additional provisions specific to international orders.
10.2 Refund Eligibility for International Orders
10.2.1 Refunds for international orders are eligible under the same conditions outlined in Section 2 (Eligibility Criteria for Refunds), provided the following additional conditions are met:
10.2.1.1 The refund request is submitted within the stipulated timeframe for international orders as specified in Section 4.
10.2.1.2 The product is returned in compliance with the guidelines stated in Section 6 (Product Return and Inspection).
10.3 Customs Duties, Taxes, and Fees
10.3.1 Equilibria FRESHSPICE does not cover customs duties, taxes, or other import-related fees incurred in the customer’s country. These costs are the sole responsibility of the customer.
10.3.2 Refunds will not include reimbursement for any customs duties, taxes, or import fees paid by the customer.
10.4 Return Shipping Costs for International Orders
10.4.1 Customers are responsible for return shipping costs, including any customs duties or taxes applicable during the return process, unless:
10.4.1.1 The refund request is due to a defective or damaged product delivered by Equilibria FRESHSPICE.
10.4.1.2 The refund request is due to an incorrect product delivered by Equilibria FRESHSPICE.
10.4.2 In cases where return shipping costs are eligible for reimbursement, the customer must seek prior approval by submitting the shipping receipt to sales@freshspice.in.
10.5 Currency and Exchange Rates
10.5.1 Refunds for international orders will be processed in the same currency used during the transaction.
10.5.2 Equilibria FRESHSPICE will not be responsible for any fluctuations in currency exchange rates that may affect the refund amount.
10.6 Refund Processing Timeline for International Orders
10.6.1 Refunds for international orders will follow the same timelines as domestic orders, as outlined in Section 8, with the following considerations:
10.6.1.1 Bank or payment provider processing times for cross-border transactions may extend the refund timeline.
10.6.1.2 Customers will be notified of any delays caused by factors outside the control of Equilibria FRESHSPICE.
10.7 Lost or Delayed Shipments
10.7.1 Refunds for international orders that are lost or delayed will be processed in accordance with the following guidelines:
10.7.1.1 A refund will only be issued if the shipment is confirmed as lost or undeliverable by the shipping service provider.
10.7.1.2 Refunds for delayed shipments will not be issued unless the delay significantly exceeds the committed delivery timeframe and is not caused by factors beyond the control of Equilibria FRESHSPICE.
10.8Communication of Refund Status
10.8.1 Customers will be notified of the status of their refund requests via email, including:
10.8.1.1 Confirmation of refund approval or rejection.
10.8.1.2 Details of any deductions, if applicable, such as return shipping costs.
10.8.2 Customers are advised to monitor their email for updates and respond promptly if additional information is required.
10.9 Governing Law and Jurisdiction
10.9.1 All aspects of the International Refund Policy are governed by the laws of India.
10.9.2 Any disputes related to international refunds will fall under the jurisdiction of courts in Gurgaon, Haryana, India.
10.10 Contact for International Refund Queries
10.10.1 For all refund-related inquiries for international orders, customers must contact sales@freshspice.in.
11. Customer Obligations
11.1 Compliance with Refund and Return Policy
11.1.1 Customers are required to familiarize themselves with and adhere to the terms and conditions outlined in this Refund Policy before initiating a refund request.
11.1.2 By submitting a refund request, the customer agrees to comply with all applicable provisions, including eligibility criteria (Section 2), timeframes (Section 4), and return requirements (Section 6).
11.2 Submission of Accurate and Complete Information
11.2.1 Customers must provide accurate and complete information when submitting a refund request, including:
11.2.1.1 Order ID and date of purchase.
11.2.1.2 A detailed description of the issue prompting the refund request.
11.2.1.3 Photographic or video evidence, where applicable, to support the claim (e.g., images of defective or damaged products).
11.2.1.4 A valid email address for communication purposes.
11.2.2 Any failure to provide accurate or complete information may result in delays or rejection of the refund request.
11.3 Handling of Products for Returns
11.3.1 Customers must ensure that products being returned comply with the return requirements outlined in Section 6. This includes:
11.3.1.1 Returning the product in its original condition, with all packaging, tags, and accessories intact.
11.3.1.2 Using appropriate and secure packaging to prevent damage during transit.
11.3.2 The customer is responsible for any loss or damage to the product during the return shipment due to improper packaging or handling.
11.4 Timely Dispatch of Returns
11.4.1 Customers must dispatch the product for return within 7 calendar days of receiving return instructions from Equilibria FRESHSPICE.
11.4.2 Any delays in dispatching the return may result in rejection of the refund request unless exceptional circumstances are communicated and approved in advance.
11.5 Responsibility for Return Shipping Costs
11.5.1 Unless specified otherwise in this policy, customers are responsible for bearing the cost of return shipping.
11.5.2 For approved refunds involving reimbursement of return shipping costs, customers must submit proof of payment for return shipping via email to sales@freshspice.in.
11.6 Communication and Responsiveness
11.6.1 Customers must ensure timely and responsive communication with Equilibria FRESHSPICE during the refund and return process, including:
11.6.1.1 Acknowledging and acting upon emails or instructions sent by Equilibria FRESHSPICE.
11.6.1.2 Providing additional documentation or clarification when requested.
11.6.2 Lack of response or cooperation may result in delays or rejection of the refund request.
11.7 Responsibility for International Returns
11.7.1 For international customers, all customs duties, taxes, and additional fees associated with the return shipment are the sole responsibility of the customer.
11.7.2 Customers must ensure compliance with international shipping regulations when returning products to Equilibria FRESHSPICE.
11.8 Fraudulent or Misleading Claims
11.8.1 Customers are strictly prohibited from submitting fraudulent or misleading refund claims.
11.8.2 Equilibria FRESHSPICE reserves the right to deny such claims and take appropriate legal action against individuals found to be engaging in fraudulent activities.
11.9 Contact for Support
11.9.1 Customers seeking clarification or assistance with their obligations under this Refund Policy should contact sales@freshspice.in.
11.10 Governing Law and Jurisdiction
11.10.1 This policy and the associated customer obligations are governed by the laws of India.
11.10.2 Any disputes arising from non-compliance with customer obligations will fall under the jurisdiction of courts in Gurgaon, Haryana, India.
12. Governing Law and Jurisdiction
12.1 Governing Law
12.1.1 This Refund Policy and any disputes arising from or related to it shall be governed by the laws of India.
12.1.2 All provisions of this policy shall be interpreted and enforced in accordance with Indian legal principles, without regard to conflict of laws principles.
12.2 Jurisdiction
12.2.1 Any disputes, claims, or legal proceedings arising out of or related to this Refund Policy or the use of the Equilibria FRESHSPICE e-commerce platform shall be subject to the exclusive jurisdiction of the courts in Gurgaon, Haryana, India.
12.2.2 This jurisdiction clause applies to all users, regardless of their location, including domestic customers within India and international customers outside India.
12.3 Applicability of Governing Law to International Customers
12.3.1 By using the Equilibria FRESHSPICE e-commerce platform and accepting this Refund Policy, international customers agree to be bound by the governing law and jurisdiction clauses outlined in this section.
12.3.2 International customers acknowledge and accept that any legal disputes will be resolved under Indian law and exclusively within the jurisdiction of courts in Gurgaon, Haryana, India.
12.4 Exclusions and Special Considerations
12.4.1 This governing law and jurisdiction clause applies solely to disputes related to this Refund Policy and does not override any statutory rights granted under applicable consumer protection laws in the customer’s country of residence.
12.5 Dispute Resolution
12.5.1 Equilibria FRESHSPICE encourages customers to seek resolution of disputes or issues amicably through direct communication with the company by contacting sales@freshspice.in.
12.5.2 In the event that disputes cannot be resolved through mutual discussion, the provisions of this section will apply.
12.6 Finality of Governing Law and Jurisdiction Clause
12.6.1 Customers who place an order on the Equilibria FRESHSPICE e-commerce platform confirm their acceptance of the terms related to governing law and jurisdiction as stated in this section.
12.6.2 The governing law and jurisdiction terms are binding and final for all parties involved.
13. Changes to the Refund Policy
13.1 Right to Modify the Refund Policy
13.1.1 Equilibria FRESHSPICE reserves the right to update, amend, or modify the terms and conditions of this Refund Policy at any time, at its sole discretion.
13.1.2 Changes to the Refund Policy may be implemented to reflect:
13.1.2.1 Adjustments in business operations or services.
13.1.2.2 Compliance with changes in applicable laws, regulations, or legal requirements.
13.1.2.3 Enhancements to customer service and policy transparency.
13.2 Notification of Policy Changes
13.2.1 Customers will be notified of significant changes to the Refund Policy via updates published on the official Equilibria FRESHSPICE e-commerce platform.
13.2.2 It is the customer’s responsibility to review the Refund Policy periodically to stay informed of any updates or modifications.
13.3 Effective Date of Changes
13.3.1 Any updates or modifications to this Refund Policy will become effective immediately upon publication on the Equilibria FRESHSPICE website, unless otherwise stated.
13.3.2 For ongoing refund requests or claims, the version of the Refund Policy in effect at the time of purchase will apply.
13.4 Customer Agreement to Updated Policy
13.4.1 By continuing to use the Equilibria FRESHSPICE e-commerce platform or making purchases after changes to the Refund Policy have been published, customers agree to be bound by the updated terms.
13.5 Scope of Changes
13.5.1 Updates to this Refund Policy will not retroactively alter the terms for purchases made prior to the effective date of the updated policy.
13.5.2 All refund requests for purchases made after the effective date of the updated Refund Policy will be governed by the revised terms.
13.6 Contact for Policy Clarifications
13.6.1 Customers with questions or concerns about changes to the Refund Policy may contact sales@freshspice.in for clarification or further assistance.
13.7 Governing Law and Jurisdiction
13.7.1 Any disputes arising from or related to changes in this Refund Policy will be governed by the laws of India and fall under the exclusive jurisdiction of courts in Gurgaon, Haryana, India.
14. Contact Information
14.1 Purpose of Contact Information
14.1.1 Customers may use the contact information provided in this section to seek assistance, clarifications, or support related to refund requests and the terms outlined in this Refund Policy.
14.2 Official Contact Email
14.2.1 All refund-related inquiries, requests, and communications must be directed to sales@freshspice.in.
14.2.2 Customers are required to include their order ID and relevant details in their communication to facilitate a prompt and accurate response.
14.3 Modes of Communication
14.3.1 The official email address sales@freshspice.in is the only mode of communication accepted for refund-related issues.
14.3.2 Requests or queries submitted through other channels, such as phone, WhatsApp, or postal mail, will not be entertained.
14.4 Timelines for Response
14.4.1 Equilibria FRESHSPICE aims to respond to refund-related inquiries within 2 business days of receiving the communication.
14.4.2 For complex queries or cases requiring additional investigation, customers will be informed of the extended response timeline.
14.5 Customer Responsibility
14.5.1 Customers must ensure that the email address provided for communication is accurate and functional to avoid delays in correspondence.
14.5.2 Customers are encouraged to monitor their email inbox, including spam or junk folders, for responses or updates from Equilibria FRESHSPICE.
14.6 Limitations of Assistance
14.6.1 Equilibria FRESHSPICE will only address refund-related inquiries concerning purchases made directly from the official e-commerce platform.
14.6.2 Queries or disputes regarding purchases made through third-party sellers, platforms, or distributors are not covered under this Refund Policy and must be addressed to the respective parties.
14.7 Language of Communication
14.7.1 All communications with Equilibria FRESHSPICE regarding refund requests must be made in English to ensure effective resolution.
14.8 Governing Law and Jurisdiction
14.8.1 Any disputes or issues arising from communication regarding refund-related matters will be governed by the laws of India and fall under the jurisdiction of courts in Gurgaon, Haryana, India.