Return & Refund Policy

1. Introduction

CHAVORA aims to ensure that customers receive the products they ordered in proper condition. Because our products are packaged food items, returns are handled carefully with consideration for food safety, hygiene and product quality.

2. General Return Policy

Due to the nature of food products, CHAVORA generally does not accept returns of opened, used or consumed food products.

However, if you receive an incorrect, damaged, defective, tampered or materially different product, you should contact CHAVORA as soon as reasonably possible after delivery so that the issue can be reviewed.

3. Eligible Order Issues

Depending on the circumstances and verification, assistance may be considered for issues including:

• Wrong product received
• Product received in visibly damaged condition
• Product packaging appearing seriously tampered with
• Missing product from a confirmed order
• Material issue with the delivered order

4. Reporting a Problem

When reporting an order issue, please provide the order ID along with relevant details. Photographs of the product, packaging, shipping label and damage may be requested where appropriate.

Providing the information promptly helps CHAVORA investigate the issue with the delivery or fulfillment process.

5. Refund Eligibility

If CHAVORA determines that a refund is appropriate, the refund amount will depend on the specific circumstances of the order and the amount actually paid for the affected item or order.

6. Prepaid / Online Payment Refunds

For orders paid online through a payment gateway such as PayU, an approved refund may be initiated through the applicable payment processing system.

Once CHAVORA initiates the refund, the actual time taken for the amount to appear in the customer's bank account, card account or other payment instrument may depend on the payment gateway, bank, card network, UPI system or other financial institution involved in the transaction.

7. Payment Gateway Reconciliation

If a customer has been charged but the order payment status is not immediately confirmed, CHAVORA may first verify the transaction status before processing any duplicate payment or refund.

This verification is necessary to prevent duplicate refunds or duplicate charges and to correctly reconcile the order with the payment provider.

8. COD Orders

For Cash on Delivery orders, no online payment refund is applicable where no advance payment was collected. Any eligible order adjustment or refund will be handled according to the circumstances of the particular case.

9. Refund Method

Wherever reasonably possible, refunds for prepaid orders will be processed through the original payment method or the applicable payment channel used for the transaction.

10. Non-Returnable Situations

A return or refund may not be available where the product has been opened, consumed, intentionally damaged, improperly stored after delivery or where the issue is unrelated to the product supplied by CHAVORA.

11. Delivery-Related Issues

If a shipment is delayed, returned by the courier or affected by an incorrect address or unavailable recipient, CHAVORA may review the order status and determine the appropriate resolution based on the actual circumstances.

12. Review and Verification

CHAVORA reserves the right to review order records, payment status, delivery information, photographs and other relevant details before approving a return, replacement or refund.

13. Changes to This Policy

CHAVORA may update this Return & Refund Policy when required due to changes in products, payment systems, delivery arrangements or applicable requirements.

14. Contact

For return or refund assistance, customers should contact CHAVORA using the contact details available on the website and provide their order ID and relevant details.