Cancellations & Returns
At Sundarban Fresh, we strive to make sure you have the best experience while selecting and buying your favorite Vegetables, Fruits & processed items. Despite our best efforts to keep our customers happy, there are times when you might feel the need to return your product for circumstances beyond your or our control.
We have listed everything below about our Cancellation and Refunds policy so that in case you do decide to cancel your order, or seek refunds, you do not face an iota of a problem.
Pre-Shipment Cancellations
Q: Can I cancel my order in case I change my mind after ordering?
A: Yes, you can choose to cancel all Non-Ready to Ship products, only if done within 06 hours of placing it. We will initiate refund of your money and a confirmation of the same will be sent to you via e-mail, though we would have loved to have added a new products statement to your wardrobe.
Cancellations Types:
1. Please be apprised that Non-Ready to Ship orders (Fresh Items) are eligible for cancellations as they are dispatched within specific time (As per transit management) of the receipt of order.
2. Please be apprised that Ready to Ship orders (Processed Food) are not eligible for cancellations as they are dispatched within specific time (As per transit management) of the receipt of order.
Q: Why a "06 Hour" deadline?
A: As soon as your order is confirmed, action is initiated at our end. The process of Farmers point picking, packaging, customizing and logistics start, and the ordered product in most cases has already passed through a couple of phases. In case a perishable item has to be harvesting, or customized, the process is already underway.
Q: And what if I cancel after 06 hours of ordering?
A: 1) Well, we have a provision for that too but do remember - orders cancelled post 06 hours of confirmation are dealt with on a case-to-case basis by our Customer Care team depending on the degree of process completion.
2) We provide the refund for all such orders in the form of a special case only.
3) Please be apprised that it takes a maximum of 2 business days, post the receipt of your cancellation request, for us to cancel your order, and send you a notification via e-mail.
Q: Could there be a delay at Sundarban Fresh because of "unforeseen circumstances"?
A: We try our best to assure that your ordered products are shipped out to you in the promised time, but at times there are chances of delay in processing due to unavailability of stock, or other unavoidable circumstances. In such a situation, we will send you a formal communication requesting you to :
a) Accept a Credit of equivalent value which you may use to purchase an alternate Fresh/Processed products
b) Opt to receive a refund of your money.
Q: But if i am unable to find an alternative Products?
A: In such cases we ensure that a complete refund (inclusive of the product cost and shipping charges) is initiated at the earliest sans any deductions.
Q: Oops! I "missed" adding a critical detail while placing the order. Possibility of correcting it?
A: No worries. Such situations are often encountered when customers forget to :
1) Update their complete shipping details;
2) Update measurement attributes; or
3) Verify or give their consent if required on certain pending notifications within the requested time
As a policy, we try and reach out to our esteemed customers via their registered e-mail address. In case of non-receipt of any response, we try and give them a call. If we do not get a response in 15 days, we issue a Non-refundable Store Credit against cancellation of the order which the customers can use to place future orders with us. We share an update on the same via email as well.
Remember, we try and keep our customers posted at each and every stage of their order with us and it really helps to have your inputs at the right time.
Post shipment returns
Q: I received the order. But there's an issue. Can I return my ordered items?
A: Yes you can. At Sundarban Fresh, we don't believe in making customers, but strengthening our family with happy family members. We take stringent measures to deliver fresh to our customers nationally, in the best possible condition but there's always a possibility that
a. Item(s) may get damaged during transit; or
b. There may be a manufacturing defect which didn't get noticed during packing; or
c. A wrong item is shipped out to you by mistake.
Q: How soon should I get back to you?
A: Please reach out to us within 12 hours of receiving the order for reporting any complaints with regards to the product received as damaged, found with manufacturing defect, or any other issues.
Q: In what scenarios would you not accept any returns?
A: Kindly be informed that any product purchased from our ‘Sale’ Section will not be returned under the Returns Policy except if it's an error on behalf relating to a manufacturing defect or a wrong item has been shipped out to you by mistake. We do not accept any returns if the product is dispatched to us after 7 days of receiving the shipment, so please make sure you report the matter to us, and dispatch the product at the earliest once we accept the return request.
Kindly do not dispatch the products before receiving a "Return Accepted" Confirmation email from us, we will not be able to entertain such requests.
Q: What are the steps of returning any item ordered from Sundarban Fresh?
A: #1 - Informing Sundarban Fresh
In case you have any complaints regarding the product you have received, please ensure that you report it to us within 12 hours of receiving the product.
#2 - Confirmation email from Sundarban Fresh
You will receive an acknowledgement e-mail from us on confirming a Return Authorization, within 2-3 business days. Please do not ship items before you receive this email from us. We will be unable to process any "Items Returned" without the Return Authorization Reference.
Please note: In case needed, we'd request you for a digital picture of the item for our internal review to be able to process your request.
#3 - Shipping Back the Items
When Shipping back the items:
1. As would be advised in our return authorization e-mail, Please return the packet only through Registered Local Postal Service (with tracking facility and without insurance).
2. All items must be returned in their original condition, with price tags intact, original accessories and in the original packaging as delivered to you.
3. Please do not forget to mark the packaging as "Defective Items for Returns" and "not for sale".
#4 - Item Receipt and Inspection at Sundarban Fresh Warehouse
As a policy, our teams shall examine the products on return and identify the defects/variation as indicated by you.
#5 - Proposed solutions post receipt of returned items
Post inspection of returned item(s), our Customer Care team will propose remedial solutions to you on a case to case basis:
a. Choosing an alternate product as a replacement of equal value
b. a Store Credit to be used later for shopping on Sundarban Fresh
c. a Refund as decided on a case to case basis
Q: What will be my options if there was an error by Sundarban Fresh ?
A: We will duly acknowledge the issue and you would always be welcome to decide from proceeding with:
1. An Item Replacement
2. Issuance of a Store Credit
3. A Refund of order value
Q: What will be the value of Refund/Store Credit in case I opt for the same?
A: 100% of the value of the goods including Shipping Costs and Stitching charges (as applicable) will be ensured.
In any case, the refunds will not exceed the actual amount paid by you.
Q: But I had to pay the courier service for shipping the item back!
A: If we end up making an error in spite of best efforts, the extra shipping cost incurred during the return of the product will be refunded. In any other case, the Shipping Charges and other expenses would be borne by you.
Q: That’s great. But are there any reasons you might not provide me with all 3 options or no option?
A: Sundarban Fresh Customer Care representative will reach out to you with limited alternatives for below cases:
1. If you do choose to return the product for any reason apart from an inadvertent mistake from our side.
The refund will be processed in the form of a Store Credit redeemable during your next purchase with Sundarban Fresh. In case you had opted for Free Stitching or Free Shipping scheme while ordering the item under question, the Cost of Shipping and Stitching will be deducted from the refund amount.
2. If there was a Delay due to God’s or the Government’s Intervention
There are times when the delivery of the goods is delayed due to unforeseen circumstances such as natural calamity, public holiday, etc. In such a case Sundarban Fresh shall not refund, return or exchange any order on request.
3. In case you realize that you might have made an error while ordering or providing measurements, we would ask you to bear the additional charges of shipping and stitching, and in very rare cases cost of replacement of Products , if any.
Q: How long does it usually take for Returned Items to reach back to the Sundarban Fresh Warehouse?
A: Any shipment returned within India takes 3-4 days to reach if sent through DTDC. Exact time taken for transit would depend on the nature of the product and your location.
MORE DETAILS ABOUT REFUNDS
Q: I'm thinking about seeking a Refund. Are there any specific points to know?
A:
The Refund will be initiated within 2 (business) days if you choose this option, which will be credited back to you as per your bank guidelines.
Q: And how long will the refund process take?
A:
Payments and Transfers are dependent on Banks and Local Laws. We've still attempted to estimate the time it might take to get your funds reimbursed below:
Q: Are there any reasons there could be a delay at the Bank companies end?
A: 1) For transactions made using Debit/Credit cards, the time taken for refunds depends solely on the service provider.
2) For customers transacting via Nationalized Banks, please expect a bit of delay in processing since they tend to have longer lead times.
3) Please be apprised that Banks send an SMS to customers for credit amount of more than INR 5000 only. In case your refund is less than INR 5000 kindly check your bank or credit card account confirmation receipt of funds.
4) In case you used a Coupon Code or a Store Credit to place your order, the refund will be made in the same form. No cash refunds can be made in such a case as per governing laws.
Q: What about charges levied by Banks & Local Taxes?
Bank Transfers:
For orders placed using Bank Transfers, refunds would be issued only as Store Credits.
Local Taxes:
The GST / VAT / Custom Duty / Local Taxes / Import Duties are borne directly by the customer as per local laws, to be paid at the time of delivery as advised by the respective courier partner. We will not refund any such charges, if applicable during order delivery.
Feeling dazed? Don't fret, you can reach out to our Customer Care Representatives for a step-by-step clarity on all points above by:
By Mail
Sundarban Fresh .,
3/A G.P.Road, Baidyapara, halisahar, Kolkata West Bengal.
Pincode- 743134, India
sundarbanfresh@gmail.com
In case you have any issues or concerns, please reach out to us via Live Chat or visit the Evender.in HelpDesk.
SHIPPING POLICY OF SUNDARBAN FRESH
Sundarban Fresh Shipping Policy:
The following are all important points to include in a thorough Shipping Policy of Sundarban Fresh.
After received your order and payments, Sundarban Fresh take 2 working days for Processing and packaging your items. Processing time depends on types of products also.
After completion of Process & Package your parcel going for shipping section for shipment. We send you shipping online track for your information. Shipping time vary on different products and destinations also.
Within West Bengal: Max 03 Working days.
All over India: Max 07 working days
Railway & Air Shipments as per the respected authority.
Shipping costs depends on products wait, Volumetric info etc.
- Shipping options available
For small shipment we go through DTDC. For medium shipment we like to go with Indian Railways/Air and Bulk shipment always on Road transit.
Sundarban Fresh follows standard procedure for shipment. For Highly perishable items, we prefer Direct Air Transit, because its provide short time transit.
- Requirements of the customer
Customer must be provide full postal address (Name , Address, Pincode etc) along with nearest location and alternate communication no.
- Any material additional information
For few craft items and Glass packed processed items, we follow extra cautions for packaging and its cost additional for our clients.
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