1. Statutory Basis

This Refund & Cancellation Policy is framed in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. It forms an integral part of the Terms & Conditions of Javoris Solutions Private Limited, operating the brand Svaadvika through www.svaadvika.com. This Policy applies only to orders placed directly on the Platform. Orders placed through third-party marketplaces such as Zepto, Amazon, or Blinkit shall be governed by the refund and cancellation policies of those respective platforms.

2. Baseline Rule – No Return, No Exchange

Due to the perishable nature, hygiene sensitivity, and shelf-life dependency of Ready-to-Eat, Ready-to-Cook, and Heat-and-Eat products, no return, exchange, or change-of-mind refund shall be permitted once the order has been successfully delivered.

3. Narrow Exception – Tiered Reporting Window

Refund or replacement requests shall be considered only if reported within the timelines below and supported by time-stamped photographs or video evidence.

• Category I – Physical / Packaging Defects
  (Missing item, damaged, leaking, tampered packaging, or wrong product delivered.) Report within 6 hours from the delivery timestamp.
• Category II – Spoilage / Food Safety Concerns
  (Foul smell, abnormal taste, mould, contamination, foreign object, or suspected unsafe food.) Report within 2 hours of delivery together with a video recorded while opening the package before refrigeration or storage.

4. Verification & Decision

Upon receiving a valid claim, the Company shall verify the submitted proof against dispatch records, shelf-life logs, and packaging quality-control records and communicate its decision within [X] hours.

5. Refund Mode & Timeline

Approved refunds shall be credited to the original payment method within 3–7 business days after approval, subject to banking and payment gateway processing timelines. For Cash-on-Delivery orders, refunds shall be made through Bank Transfer or UPI after receiving the User's payment details.

6. Grievance Escalation

If a refund-related dispute remains unresolved, the User may escalate the matter to the Grievance Officer mentioned in the Terms & Conditions, and thereafter approach the appropriate Consumer Commission or the competent courts at Mumbai.

7. B2C Orders – Dispatch Cycle Based Cancellation Window

Svaadvika products are packaged Ready-to-Eat and Ready-to-Cook foods dispatched through daily courier pickups at 10:00 AM. Orders follow the cancellation windows below:

• Cycle 1
  Orders placed between 12:00 AM – 7:00 AM may be cancelled or modified free of charge until 7:00 AM on the same day.
• Cycle 2
  Orders placed between 7:00 AM – 11:59 PM may be cancelled or modified free of charge until 7:00 AM the following day.

The applicable cancellation deadline shall be displayed during checkout and in the order confirmation notification. Once the cut-off time has passed and an invoice has been generated, the order cannot be cancelled or modified as packing and courier processing has already commenced.

8. Cancellation by the Company

If the Company cancels a confirmed order due to stock unavailability, packing constraints, or non-serviceability, the entire order amount shall be refunded without deduction, and no cancellation charge shall be imposed on the consumer.

9. Notification

If an order is cancelled by the Company, the User shall be informed promptly with the reason for cancellation, and the refund shall be processed in accordance with Clause 5 of this Policy.