Effective Date: [15/10/2026]
Last Updated: [15/10/2026]
At Smitush Kitchen LLP, we aim to deliver quality food products in good condition. This policy explains how cancellations, returns, replacements and refunds are handled for orders placed through www.smitush.com.
- Products Covered
This policy applies to our food products, including Dhokla Ready Mix varieties, Thalipeeth Bhajni, Moong Bhaji/Pakoda Mix, fasting premixes, Poha Chiwda, Besan Ladoo, Shankar Para and Namkeen Para.
- Order Cancellation
You may request cancellation by emailing support@smitush.com with your order number.
Requests received before an order is processed or dispatched will be reviewed and accommodated where possible.
Once an order has been packed, dispatched or handed over to the delivery partner, cancellation may not be possible through the normal process.
If an order is successfully cancelled after payment, any applicable refund will be processed to the original payment method, subject to payment provider timelines.
Nothing in this section removes any cancellation or refund right available under applicable law.
- Returns of Food Products
For hygiene and food safety reasons, we generally do not accept returns of correctly supplied food products merely because a customer has changed their mind, dislikes the taste or no longer wants the product, particularly after the seal has been opened.
However, this restriction does not prevent customers from seeking an appropriate remedy for products that are damaged, defective, incorrect, unsafe, mislabelled, expired or otherwise not as represented, in accordance with applicable law.
- Eligible Complaints
Please contact us if you receive:
- A damaged or leaking product.
- A product different from the one ordered.
- A product with broken or tampered packaging.
- An expired product or an incorrect date label.
- A product with suspected contamination or a safety concern.
- An order missing one or more paid items.
- A product materially different from its description or order confirmation.
We will review complaints fairly, considering the circumstances and applicable legal requirements.
- How to Report an Issue
Email support@smitush.com with:
- Your order number.
- The name of the affected product.
- A description of the issue.
- Photographs of the product, packaging, batch number and date markings, if reasonably available.
- Photographs of delivery damage, if applicable.
Please report visible damage or incorrect deliveries as soon as reasonably possible after receipt. Prompt reporting helps us investigate, but a delay in reporting will not automatically remove statutory consumer rights.
Do not consume a product if you reasonably suspect it may be unsafe. Preserve the packaging and batch details where possible.
- Resolution Options
Depending on the issue, available evidence and applicable law, we may offer:
- Replacement of the affected product.
- Refund of the eligible amount.
- Refund of applicable delivery charges where appropriate.
- Another legally permissible resolution agreed with the customer.
We will not insist on a replacement where a refund or another remedy is required by law.
- Refund Processing
Approved refunds will generally be initiated to the original payment method, unless another method is legally permissible and appropriately agreed.
The time taken for the amount to appear in your account may depend on the payment gateway, bank or payment provider.
We will communicate the status of an approved refund were reasonably practicable.
- Orders Not Delivered
If your order has not arrived within the estimated delivery period, contact support@smitush.com.
We will investigate with the delivery partner and determine an appropriate resolution, including redelivery or refund where applicable.
A courier’s delivery status alone will not automatically determine the outcome of a genuine delivery dispute.
- Incorrect Address or Failed Delivery
Customers are responsible for providing a complete and accurate delivery address and contact number.
If delivery fails because of an incorrect address, unavailable recipient or unsuccessful delivery attempts, we will assess the circumstances and communicate any applicable redelivery or shipping charges before imposing them, where practicable.
Any charges or deductions must be lawful, reasonable and appropriately disclosed.
- Out-of-Stock Orders
If we accept payment for an order that we cannot fulfil because a product is unavailable, we will notify you and arrange an appropriate refund or another resolution agreed with you.
- Customer Support and Grievances
Email: support@smitush.com
Website: www.smitush.com
Business: Smitush Kitchen LLP
Address: 24th Main Road, HSR Layout, Bengaluru, Karnataka – 560102, India
We aim to acknowledge complaints within 48 hours and resolve them within the period prescribed by applicable law. Where additional investigation is required, we will communicate the status.
Nothing in this policy limits mandatory rights available under Indian consumer protection law.