SHIPPING POLICY

12. Returns and Exchanges  

This section outlines the terms and conditions governing returns and exchanges for products purchased from the Equilibria FRESHSPICE e-commerce platform. Customers are encouraged to review this section to understand their rights and obligations regarding returns and exchanges.

12.1 Eligibility for Returns and Exchanges  
12.1.1 Products are eligible for return or exchange only if they meet the following conditions:  

• The return or exchange request is submitted within 7 days of delivery.  

• The product is unused, unopened, and in its original packaging with all tags, labels, and accessories intact.  

• The product is not marked as "final sale," "non-returnable," or "custom order" on the product page.  

12.1.2 Perishable items, personalized products, or items with hygiene considerations (e.g., opened food products) are not eligible for return or exchange.  

12.2 Initiating a Return or Exchange  
12.2.1 Customers must initiate a return or exchange request by contacting Equilibria FRESHSPICE via email at sales@freshspice.in within the eligibility period.  
12.2.2 The email must include the following details:  

• Order number.  

• Reason for the return or exchange request.  

• Photographs of the product in its current condition (if applicable).  

12.3 Approval of Returns and Exchanges  
12.3.1 Equilibria FRESHSPICE reserves the right to approve or reject return or exchange requests based on the provided details and verification of eligibility.  
12.3.2 Customers will be notified of the approval or rejection of their request via email within 2–3 business days of submitting their request.  

12.4 Return Process  
12.4.1 For approved returns, customers must ship the product back to the designated return address provided by Equilibria FRESHSPICE.  
12.4.2 The customer is responsible for return shipping costs unless the return is due to an error by Equilibria FRESHSPICE (e.g., incorrect or defective product).  
12.4.3 The returned product must be received and inspected by Equilibria FRESHSPICE before a refund or exchange is processed.  

12.5 Exchange Process  
12.5.1 For approved exchanges, Equilibria FRESHSPICE will ship the replacement product after receiving and inspecting the returned product.  
12.5.2 If the replacement product has a different price than the original product, the customer will be required to pay the price difference or will receive a partial refund, as applicable.  

12.6 Refunds for Returns  
12.6.1 Refunds for approved returns will be processed as follows:  

• The refund amount will include the product price but exclude the original shipping charges.  

• Refunds will be issued to the original payment method within 7–10 business days after the returned product is received and inspected.  

12.6.2 Equilibria FRESHSPICE is not responsible for refund delays caused by payment gateway providers or the customer’s bank.  

12.7 Non-Returnable Scenarios  
12.7.1 Returns will not be accepted under the following conditions:  

• The return request is submitted after the eligibility period has expired.  

• The product is used, damaged, or not in its original condition and packaging.  

• The return is for items explicitly marked as "non-returnable" or "final sale."  

12.8 Exclusion of Liability  
12.8.1 Equilibria FRESHSPICE is not liable for:  
  - Products damaged during return shipping due to inadequate packaging by the customer.  
  - Loss of returned packages not received by Equilibria FRESHSPICE. Customers are encouraged to use a trackable shipping service.  

12.9 Governing Law and Jurisdiction  
12.9.1 All terms related to returns and exchanges are governed by the laws of India, irrespective of the customer’s location.  
12.9.2 Any disputes arising under this section shall be subject to the exclusive jurisdiction of the courts in Gurgaon, Haryana, India.  

12.10 Contact Information for Queries  
12.10.1 For any questions or concerns related to returns and exchanges, customers must contact Equilibria FRESHSPICE via email at sales@freshspice.in.  
12.10.2 Queries related to returns and exchanges will not be entertained via phone, WhatsApp, or physical addresses, ensuring streamlined communication through email only.