Refund policy

Last Updated: 17 October 2026

This policy explains how Scoop & Seeds handles cancellation, returns, replacements and refund requests for orders placed through our website. Please also read our Shipping Policy and Terms of Service.

1. Food Products and Returns
Because Scoop & Seeds sells food products, we generally cannot accept a change-of-mind return of a delivered product, particularly where its seal has been opened or the product has been consumed. This does not prevent customers from reporting a wrong, damaged, defective, unsafe or materially misdescribed product, and it does not limit any rights or remedies that cannot lawfully be excluded.

2. When to Contact Us
Please contact us as soon as reasonably possible if:
The wrong product or flavour was delivered.
The product or packaging arrived damaged, opened, tampered with or compromised.
The product appears defective, spoiled, unsafe or materially different from the order.
Your shipment appears lost, is substantially delayed, or is marked delivered but you have not received it.
You were charged but your order was not confirmed, or another payment/order issue occurred.

3. Reporting Time and Evidence
For visible transit damage, wrong items or packaging concerns, please contact us within 48 hours of delivery where possible so we can investigate promptly. If you discover a concern later, contact us anyway, especially where product safety or a potential defect is involved. A reporting window is intended to help with investigation and does not remove statutory rights.
To help us review your request, please provide the information available to you:
Order number and name used for the order.
A reachable phone number or email address.
A clear description of the issue.
Photographs of the product, outer packaging and shipping label, where relevant.
An unboxing video, if available; it is not an absolute requirement for raising a complaint.
Please retain the product and packaging until we advise whether they are needed for review. Do not consume a product you reasonably believe may be unsafe.

4. Review and Resolution
We will review the details and may contact you for reasonable additional information. Depending on the issue, available evidence and applicable law, the resolution may include a replacement, refund or another appropriate remedy. We will communicate the outcome and next steps. Requests will be assessed fairly; remedies are not determined solely at our unrestricted discretion.

5. Refund Method and Processing Time
Where a refund is approved, it will generally be initiated to the original payment method. The time taken for the amount to appear in your account depends on the payment provider, bank or payment method. If a refund has been initiated but has not appeared within the timeframe communicated by the payment provider, contact us with the order and transaction details so we can check the status.
For prepaid orders that cannot be fulfilled by us, such as where an order is cancelled by us because the product is unavailable or delivery is not serviceable, we will communicate the cancellation and process any refund due in accordance with applicable law.

6. Situations Usually Not Eligible for a Change-of-Mind Refund
A change-of-mind refund or return will generally not be available for:
The customer no longer wants or needs the product.
Personal taste preference where the product supplied matches the order and is not defective.
A flavour selected by the customer that differs from the flavour they later prefer.
A sealed product that has been delivered correctly and is as described, subject to applicable law.
These examples do not exclude a remedy where the product is wrong, defective, unsafe, damaged, materially misdescribed, or where a remedy is otherwise required by law.

7. Opened or Consumed Products
For hygiene and food-safety reasons, opened or consumed products are generally not eligible for a change-of-mind return. If you believe an opened product is defective, unsafe, contaminated or otherwise not as described, stop using it and contact us with the order details and any relevant evidence. We will review the concern appropriately.

8. Incorrect Address, Failed Delivery and Return to Origin
Customers should provide a complete and accurate delivery address, PIN code and contact number. If a parcel is returned to us because the address is incomplete or incorrect, delivery attempts fail, or the customer refuses or does not collect the parcel, contact us to discuss available options. Any reshipment charges will be explained before a reshipment is arranged, where applicable. Refund eligibility will depend on the circumstances, the shipping status and applicable law; this policy does not automatically forfeit all amounts paid in every failed-delivery situation.

9. Order Cancellation
If you need to cancel an order, contact us as soon as possible with your order number. Cancellation may be possible before dispatch, but cannot be guaranteed once processing, packing or handover to the courier has begun. If we cannot cancel an order, you may contact us about any issue with the delivered product under this policy. Where we cancel an order or cannot fulfil it after collecting payment, any refund due will be handled in accordance with applicable law.

10. Shipping Charges
Any refund of shipping charges will be assessed according to the reason for the refund, the services already provided and applicable law. If the error or fulfilment failure is attributable to us, we will review the full order and related charges when determining the appropriate remedy.

11. Contact Us
To request a cancellation, replacement or refund, contact:
Scoop & Seeds
Email: support@scoopandseeds.com
Phone/WhatsApp: +91 9311367564
Address: Scoop and Seeds, Sector 69, Gurugram, Haryana 122101, India
Please include your order number in your message so we can assist you efficiently.
Website implementation note: Before publishing, ensure this policy is consistent with the live checkout, payment gateway, courier process and Shipping Policy. The policy should not promise a fixed refund-processing period unless the business and payment provider can meet it. This draft is a practical revision based on the existing policy text and should receive a legal review before publication.