Refund & Cancellation Policy

The Platform sells: (i) authentic Indian snacks, festive hampers, and associated products manufactured and packaged by Wah Swaad under its FSSAI Central Licence No. 13625999000114; and (ii) perishable and ready-to-eat food items prepared by independent Vendors (cloud kitchens, home chefs, and food vendors) listed on the Platform. On account of the perishable nature of food and food safety considerations, the ability to cancel, return, or refund orders is necessarily limited and subject to the conditions below.

• A Customer may cancel an order free of charge before the Vendor has accepted the order, or before preparation or packaging has commenced, whichever is earlier.
• Once preparation or packaging has commenced, cancellation is not permitted and the order amount is non-refundable.
• To cancel, use the Cancel Order option on the Platform or write to support@wahswaad.com with the order ID.

Customers may also cancel an order where Wah Swaad or the Vendor has not confirmed dispatch within a materially extended period beyond the stated dispatch window (ordinarily exceeding 4 hours for ready-to-eat food or 48 hours for snacks), and may seek a full refund in such case.

• Cash on delivery orders refused at delivery without valid reason may be treated as abusive and attract restrictions on future orders.

Wah Swaad or the concerned Vendor may cancel an order, in full or in part, in the following circumstances:

• Non-availability of any product or ingredient.
• Inability of the Vendor to prepare or dispatch the order within a reasonable time.
• Incorrect pricing, product information, or technical errors on the Platform.
• Suspected fraud, duplicate accounts, or violation of the Terms.
• Delivery address not serviceable by any available Delivery Partner.
• Regulatory restrictions or force majeure events.

In each such case, the amount paid will be refunded in full to the original method of payment within the timelines set out in Section 7.

Consistent with E-Commerce Rules, 2020, Wah Swaad and its Vendors will not refuse to take back, or refuse to refund consideration for, goods or services that are defective, deficient, delivered materially later than the stated delivery schedule such that the goods are no longer fit for their intended purpose, do not meet the description on the Platform, or are spurious, subject to food safety considerations.
Refunds may be considered, wholly or partly, in the following cases:

• Delivery of stale, spoilt, contaminated, or visibly unsafe food.
• Delivery of an incorrect item or an item materially different from the description on the Platform.
• Missing items from a multi-item order.
• Tampered, severely damaged, or leaking packaging at the time of delivery.
• Short quantity as compared to the ordered quantity.
• Proven negligence of a Vendor or Delivery Partner.
• Non-delivery where the shipment is confirmed lost in transit by the logistics partner after investigation.

Refunds will generally not be considered in the following cases:

• Subjective taste, flavour, spice level, or texture preferences.
• Minor delays that do not materially affect fitness for consumption.
• Improper storage or mishandling by the Customer after delivery.
• Allergic reactions where the allergen was clearly disclosed in the listing.
• Failed delivery on account of incorrect address, unreachable phone number, or unavailability of the Customer.
• Refusal by the Customer to accept an order without lawful reason.
• Medical issues not directly and demonstrably attributable to the product.

To raise a refund request, the Customer must, within 24 hours of delivery:

• Raise a ticket through the Help section on the Platform or write to support@wahswaad.com.
• Provide the order ID, clear photographs of the product and packaging, the outer shipping label, and, in the case of tampering, a short video showing the issue.
• Retain the product and packaging until the investigation is concluded.
• Provide any additional information reasonably requested during the investigation.

Claims raised after 24 hours from delivery are generally not accepted due to food safety limitations, unless a latent defect (such as contamination) was not reasonably discoverable at the time of delivery, in which case the claim must be raised within 48 hours of discovery, provided such discovery occurs within the ‘Best Before’ or ‘Use By’ date specified on the product packaging.

Wah Swaad will verify each refund request objectively and may:

• Coordinate with the concerned Vendor and Delivery Partner.
• Examine batch records, preparation logs, packaging images, courier tracking, and system logs.
• Review the Customer's prior order history and past refund patterns to detect misuse.
• Seek additional evidence or clarification from the Customer.

Wah Swaad reserves the right to reject a refund request found to be fraudulent, inconsistent, or abusive. Repeated misuse may result in account suspension or termination.

Approved refunds will be processed to the original payment method. Refunds to prepaid orders are ordinarily initiated within 2 business days of approval and credited within 5 to 7 business days, subject to banking and payment aggregator timelines, and in any event within the reasonable period prescribed under Rule 4(8) of the E-Commerce Rules, 2020 and RBI directions.

• For cash on delivery orders, refunds will be processed to the bank account or UPI identifier provided by the Customer.
• Where the liability for the refund lies with the Vendor, the refund amount may be recovered from the Vendor’s pending or future payouts in accordance with the Vendor Agreement.
• Where applicable, GST charged on the refunded amount will be adjusted in accordance with the CGST Act, 2017.

Wah Swaad will notify the Customer by email or SMS when a refund has been initiated, along with the expected credit timeline.

At its discretion, Wah Swaad may offer a replacement of the affected product instead of a refund, subject to product availability and the Customer's consent. Replacements are attempted within the earliest practicable delivery window.
Upon initiation of a refund, Wah Swaad will provide a Refund Reference Number (RRN) to enable the Customer to track the credit with their respective bank

Amounts paid using promotional credits, coupons, or wallet balances will be refunded to the same instrument and are subject to the terms of that instrument. Promotional credits are generally non-encashable and may carry expiry dates.

Decisions of Wah Swaad on refund requests are final, subject to the rights available to Customers under applicable law, including the Consumer Protection Act, 2019. Unresolved grievances may be escalated to the Grievance Officer at grievance@wahswaad.com. Customers may also approach the National Consumer Helpline (NCH) at 1915, the Integrated Grievance Redress Mechanism (INGRAM) portal, or the appropriate consumer dispute redressal commission under the Consumer Protection Act, 2019. Customers who remain dissatisfied with the Grievance Officer’s response may also prefer an appeal to the Grievance Appellate Committee (GAC) at https://gac.gov.in within 30 days of receiving our response.
Nothing in this Policy limits or extinguishes any statutory right of the consumer under the Consumer Protection Act, 2019 or any other applicable law.

Wah Swaad may update this Policy from time to time to reflect changes in law, operational realities, or service scope. The updated Policy will be published on the Platform with a revised Last Updated date.