Cancellation, Returns & Refund Policy
We enforce a transparent policy regarding cancellations, returns, and refunds.
Please review these terms carefully before placing your order.
1. Non-Cancellation Policy
All sales on our platform are final. Due to the custom preparation and tight production schedules of our fresh culinary range:
- No Order Modifications or Cancellations: Once an order is successfully submitted and payment is confirmed, it cannot be revoked, altered, or cancelled.
- Immediate Preparation Commitment: Upon order confirmation, batch production and packaging workflows begin immediately. Consequently, we cannot adjust quantities, swap products, or refund cancelled orders.
- Delivery Address Accuracy: We are not responsible for orders that cannot be delivered due to invalid addresses, incomplete contact details, or unreachable recipients. Such orders will be deemed fulfilled, and no refunds or cancellations will apply.
2. Perishable Goods Policy (Zero Returns)
To uphold strict health, hygiene, and food safety standards, our product catalog—comprising fresh sweets, savouries, podis, and traditional specialties—is non-returnable.
- Final Purchase: Once goods have left our facility and are successfully delivered to your specified address, we cannot accept returns, physical exchanges, or product replacements.
- Storage Notice: Customers are advised to store perishable items according to the handling instructions provided upon delivery.
3. Scope of Refund Eligibility
Monetary refunds are limited and will be considered strictly and exclusively under the following two scenarios:
A. Item Unavailability
If a pre-paid item is out of stock during festive production and we are unable to fulfill it—or provide a mutually agreed-upon alternative—a direct refund for that specific item will be issued.
B. Verified Transit Damage or Incorrect Fulfillment
If your parcel arrives with severe physical transit damage compromising food safety, or if you receive items that differ completely from your confirmed order invoice.
4. Incident Reporting & Claim Process
To request a refund under Section 3, recipients must complete the following protocol:
- Strict 24-Hour Reporting Window: You must report the issue to our support team within 24 hours of package receipt.
- Mandatory Proof: Your claim must include:
- Valid Order Reference Number.
- Clear, high-resolution photo or video evidence showing the original delivery package, shipping label, and the specific damaged or incorrect contents.
- Claim Expiry: Requests raised after the 24-hour window will not be eligible for review or reimbursement.
5. Settlement & Processing
- Verification: Approved claims will be verified by our team within 24 to 48 hours of receiving your evidence.
- Reimbursement Channel: Validated refunds will be remitted to your original payment account (UPI or NEFT Bank Transfer) within 5 to 7 business days.
- Partial Claims: For orders with multiple items, refunds apply strictly to the affected or missing item, not the entire order total.
6. Support Channels
For urgent delivery inquiries or to submit an incident claim, please contact us directly:
+91 9702522008
sundaram@asrcaterers.com
https://asrcaterers.com/shop
