1. Food-order returns
For hygiene and food-safety reasons, opened or used food products are generally not eligible for return. If an order arrives damaged, incorrect, incomplete or otherwise has a genuine fulfilment issue, contact us promptly so we can review it.
2. Eligible issues
Depending on the circumstances, we may offer a replacement, refund or another appropriate resolution for an item that is damaged in transit, materially incorrect, missing from the order or otherwise covered by the applicable order terms.
3. How to request help
Contact Customer Support with your order ID, a description of the issue and clear photographs where relevant. For ONDC orders, also provide the ONDC order ID and buyer app name.
4. Review
We may review order records, delivery information and photographs before deciding the appropriate resolution. Please keep the affected product, packaging and delivery parcel until the issue has been reviewed where practical.
5. Refund timing
When a refund is approved, the timing of the credit can depend on the payment method, payment provider and marketplace through which the order was placed. The applicable timeline will be communicated when the refund is processed.
6. Marketplace orders
If you purchased through ONDC or another marketplace, some payment, cancellation or refund steps may also be governed by that marketplace's applicable process. We will assist with the seller-side issue and provide information needed for the marketplace process.
7. Contact
Email care@soorganic.store or use Customer Support.