Refund policy

Overview

This Return, Replacement and Refund Policy applies to all orders placed on the Nourya website operated by Simga Fresh Foods Pvt. Ltd. Because we sell food and grocery products, returns are allowed only in limited cases where there is a clear delivery or product issue.

General policy

We do not accept returns for change of mind, taste preference, or products that have been opened or used after delivery. A return, replacement, or refund request will be considered only if the product was damaged in transit, leaked or tampered with on arrival, the wrong item was delivered, one or more items were missing, or the product is defective or does not match the order placed.

Claim window

Claims for damage, leakage, tampering, wrong item, or missing item must be raised within 48 hours of delivery. Requests received after this period may still be reviewed at our discretion, but approval is not guaranteed.

For a valid claim, we may ask for photos or video of the outer carton, inner packaging, product condition, and shipping label, along with the order number and courier reference details.

Evidence requirement

Please keep the parcel, packaging, and product in the condition in which they were received until the claim is reviewed. If a return pickup or inspection is needed, please cooperate with our team or courier partner.

Replacement policy

If the claim is approved and replacement stock is available, we may send a replacement product instead of a refund. The replacement will usually be for the same item or a suitable equivalent if the original item is unavailable.

Replacement is subject to product availability, delivery feasibility, and verification of the reported issue.

Refund policy

If a replacement is not possible or is not appropriate, we may issue a refund. Approved refunds may be processed either to the original payment method or as store credit, depending on the nature of the issue, payment mode, and our internal assessment.

Refunds are initiated after the claim is approved and verified. The actual credit time depends on the payment gateway, bank, or other financial institution involved.

Refund timeline

Once a refund is approved, we aim to process it within 10 to 15 business days, subject to verification, banking timelines, and third-party processing time. In some cases, the refund may reflect sooner, but the timeline may also vary if additional investigation is required.

Non-returnable situations

We do not accept returns or refunds in cases of change of mind or customer dislike after delivery, opened or consumed products without a valid damage claim, damage caused by improper storage or exposure to heat, claims raised after the permitted time window without sufficient evidence, or minor packaging variation that does not affect product quality or quantity.

Incorrect or missing delivery status

If your order is marked as delivered but has not been received, please contact us within 48 hours of the delivery timestamp so we can investigate with the courier partner.

Reverse pickup or return handling

Where a reverse pickup is required, the item should be made available in original condition with packaging, labels, and accessories unless the nature of the claim makes that impossible. If the item is not made available for verification, the claim may be rejected.

Refused delivery

If you refuse a prepaid order at the time of delivery without a valid product-related reason, any refund may be subject to deduction of shipping, return-to-origin, or handling charges where applicable.

We may reject claims, suspend accounts, or refuse future orders if we detect misuse of the return process, repeated false claims, fraud, or any attempt to exploit refunds unfairly.

Policy updates

We may revise this policy from time to time to reflect operational changes, courier requirements, product changes, or legal updates. The latest version published on the website will apply.