Refund policy


General Return Policy

At ShopKeventer, we take utmost care to ensure that all products are delivered to our customers in good condition and as ordered.

Due to the nature of FMCG and food products, returns, refunds, and exchanges are accepted only in cases where the product received is damaged, defective, spoiled, expired, tampered with, or different from the product ordered.

Eligible return or exchange requests must be raised within 7 days from the date of delivery.

For products where quality or freshness is a concern, customers are requested to contact us as soon as possible after delivery so that the issue can be verified and resolved promptly.

REFUNDS

Conditions

A refund may be requested if any of the following conditions apply:

  1. The product received is physically damaged or the packaging is damaged.

  2. The product received is spoiled, leaking, contaminated, or otherwise unfit for consumption.

  3. The product received is expired or has an incorrect/invalid expiry or best-before date.

  4. The product received is different from the product ordered.

  5. The product received is defective or does not meet the quality specifications represented on the product page.

  6. The product received has been tampered with or has a seal that appears to have been broken before delivery.

Note:

i) All refund requests are subject to verification by our Quality Control/Customer Support Team. Customers may be required to provide photographs or videos of the product, packaging, batch number, expiry/best-before date, and invoice/order details for verification.

ii) For approved refund requests, the refund will be processed through the original payment method, wherever applicable. For Cash on Delivery (COD) orders, the refund may be processed through the applicable refund mechanism communicated by our Customer Support Team.

iii) Refunds will be processed after the returned product, where applicable, has been inspected and the claim has been verified.

iv) The refund processing time may vary depending on the payment method and banking/payment service provider. Once the refund is initiated from our end, the applicable processing time will be communicated to the customer.

v) For products that are damaged, spoiled, leaking, contaminated, or otherwise unsafe for consumption, customers should not consume the product. Such products may be collected for verification or customers may be asked to dispose of them as instructed by our team.

REPLACEMENT / EXCHANGE

Conditions

Replacement or exchange can be requested if any of the following conditions apply:

a) The product received is physically damaged;

b) The product received is spoiled, leaking, contaminated, or unfit for consumption;

c) The product received is expired or has an incorrect expiry/best-before date;

d) The product received is different from the product ordered;

e) The product received has been tampered with or has a damaged/broken seal; or

f) The product does not conform to the product description or quality specifications provided on the website.

Note:

i) Replacement/exchange requests must be initiated within 7 days from the date of delivery.

ii) For packaged FMCG products, the product should preferably be unused, unopened, and in its original packaging, wherever applicable. However, this condition will not apply where the complaint relates to spoilage, damage, leakage, contamination, tampering, or any other product-quality issue that can only be identified after opening the product.

iii) Customers may be required to provide photographs or videos of the product, packaging, batch number, expiry/best-before date, and invoice/order details for verification.

iv) If an order contains multiple products, replacement/exchange may be provided only for the affected product(s), subject to verification.

v) Any replacement or exchange request will be accepted only after verification of the complaint by our Customer Support/Quality Control Team.

vi) If the claim is found to be genuine, ShopKeventer may arrange for the affected product to be picked up, wherever applicable, and provide a replacement or exchange subject to product availability.

vii) If the exact product is unavailable, ShopKeventer may offer an alternative product of equivalent value or provide a refund, as applicable.

viii) Products purchased under a special promotional offer, clearance sale, bundle offer, or special scheme may be subject to specific terms and conditions.

ix) At every applicable stage of the replacement/exchange process, we will endeavour to keep the customer informed through email, SMS, phone, or other available communication channels.

Products Not Eligible for Return or Exchange

Due to the perishable and consumable nature of FMCG and food products, the following cases will generally not be eligible for return, refund, or exchange:

  1. Change of mind or no longer wanting the product after delivery.

  2. Products that have been opened, consumed, used, or altered, except where the complaint relates to a genuine quality, spoilage, contamination, or safety issue.

  3. Products damaged after delivery due to improper storage, handling, or usage by the customer.

  4. Products where the customer has failed to follow the storage instructions mentioned on the packaging.

  5. Products for which the return/exchange request is raised after the applicable 7-day period, except where otherwise required under applicable law.

Cancellation Policy

An order once placed and confirmed by the customer may not be eligible for cancellation.

However, cancellation requests received before the order has been processed or dispatched may be considered at the sole discretion of ShopKeventer.

Once an order has been dispatched, cancellation may not be possible.

For any cancellation-related query, customers are requested to contact our Customer Support Team at the earliest.

How to Raise a Return, Refund or Exchange Request

To raise a return, refund, or exchange request, customers should contact ShopKeventer by writing email at contact@shopkeventer.com and provide:

  • Order Number

  • Product Name

  • Reason for the return/refund/exchange

  • Photographs/videos of the product and packaging, wherever applicable

  • Batch Number and Expiry/Best-Before Date, wherever applicable

  • Invoice/order details

Our team will review the request and guide the customer through the applicable process.

ShopKeventer reserves the right to approve or reject a return, refund, or exchange request after verification of the complaint and the condition of the product.

This policy is applicable to purchases made through ShopKeventer and is subject to applicable laws and regulations.