Cancellation & Refund Policy

Effective Date: March 2026
Last Updated: March 2026

At pepNpower (Healthycraft Foods Private Limited), we are committed to delivering high-quality products and excellent customer service. This policy outlines the terms for order cancellation, returns, and refunds.

1. Order Cancellation

1.1 Cancellation Before Shipment

You may cancel your order before it has been shipped by:

  • Contacting us immediately at team@healthycraftfoods.com or +91 8050322475
  • Providing your order number and registered email/phone number

Refund for Pre-Shipment Cancellation:

  • Full refund of the order amount
  • Refund will be processed within 5-7 business days to the original payment method

1.2 Cancellation After Shipment

Once an order has been shipped, it cannot be cancelled. However, you may refuse delivery or initiate a return as per our Return Policy (see Section 2).

2. Return Policy

2.1 General Return Policy

Important: Due to the perishable nature of our food products and for hygiene and safety reasons, we generally do NOT accept returns once products have been delivered.

Exceptions: We accept returns ONLY in the following cases:

  1. Damaged Products: Product packaging is damaged, torn, or compromised during transit
  2. Defective Products: Product is spoiled, contaminated, or unfit for consumption upon delivery
  3. Incorrect Products: You received the wrong product or quantity
  4. Expired Products: Product delivered is past its “Best Before” date or has less than 15 days of shelf life remaining

2.2 Conditions for Return Eligibility

To be eligible for a return, ALL of the following conditions must be met:

  • Timeline: Return request must be raised within 7 days of delivery
  • Proof Required: Clear photographs showing:
    • Damaged/defective product
    • Product packaging (including expiry date)
    • Outer shipping box (if damaged)
  • Unopened Products: Product must be unopened and in its original sealed packaging (except in cases of visible defect)
  • Original Packaging: Product must be in its original packaging with all labels intact

2.3 Non-Returnable Cases

We do NOT accept returns in the following situations:

  • Product has been opened, consumed, or tampered with
  • Damage occurred after delivery due to improper storage by customer
  • Return request raised after 7 days from delivery
  • Product refused at delivery without valid reason (customer changed mind, not available, etc.)
  • Incorrect or incomplete delivery address provided by customer
  • Customer simply changed their mind or ordered wrong product by mistake
  • Subjective reasons such as “didn’t like the taste” (unless product is defective)
  • No photographic evidence provided

2.4 How to Initiate a Return

If your order qualifies for return under Section 2.1, follow these steps:

  1. Contact Us Immediately:
    • Email: team@healthycraftfoods.com
    • Phone: +91 8050322475
    • Subject line: “Return Request – Order #[Order Number]”
  2. Provide Details:
    • Order number
    • Product name and quantity
    • Reason for return
    • Clear photographs as specified in Section 2.2
  3. Await Verification:
    • Our team will review your request within 24-48 hours
    • We may request additional information or photos
  4. Return Authorization:
    • If approved, we will provide return instructions
    • We will arrange pickup through our logistics partner OR provide a return shipping label

2.5 Return Shipping

  • Company’s Responsibility: If the return is due to our error (damaged, defective, incorrect product), we will bear the return shipping costs and arrange pickup
  • Customer’s Responsibility: If return is initiated for any other reason (if accepted at our discretion), customer may need to bear return shipping costs

3. Refund Policy

3.1 Refund Eligibility

Refunds are issued in the following cases:

  • Order cancelled before shipment (full refund)
  • Damaged/defective product received and return approved
  • Incorrect product received and return approved
  • Payment deducted but order not processed
  • Duplicate payment made for same order

3.2 Refund Method

  • Refunds will be processed to the original payment method used during purchase
  • We do not provide cash refunds

3.3 Refund Amount

  • Pre-Shipment Cancellation: Full order amount including shipping charges (if any)
  • Post-Delivery Returns (Approved): Product cost will be refunded; shipping charges are non-refundable unless the return is due to our error
  • Partial Returns: Refund will be calculated pro-rata for the returned items

3.4 Refund Timeline

  • Once return is approved and product is received at our facility (if applicable), refund will be initiated within 5-7 business days
  • Credit to your account may take an additional 5-10 business days depending on your bank/payment provider
  • You will receive email confirmation once refund is processed

3.5 Replacement Option

In case of damaged or defective products, you may choose:

  • Refund: Full refund of product cost (as per Section 3.3)
  • Replacement: Free replacement of the same product (subject to availability)

Replacement products will be shipped at no additional cost if the original product was damaged/defective due to transit or manufacturing issues.

4. Special Circumstances

4.1 Non-Delivery

If your order is not delivered within the estimated delivery time (3-7 business days):

  • Contact us at team@healthycraftfoods.com with your order number
  • We will investigate with our shipping partner
  • If the order is confirmed lost, we will offer a full refund or free re-shipment

4.2 Refused Delivery

  • If you refuse delivery without a valid reason (damaged package, incorrect product), no refund will be issued
  • Return shipping charges may be deducted from any refund

4.3 Wrong Address

  • If delivery fails due to incorrect or incomplete address provided by you, we are not responsible
  • Re-delivery may incur additional shipping charges
  • No refund will be issued for failed delivery due to wrong address

5. Quality Assurance

We take product quality very seriously:

  • All products are manufactured in FSSAI-licensed facilities (License No: 11225333002390)
  • Every batch is lab-tested for quality and safety
  • Products are packed in food-grade, tamper-proof packaging
  • We conduct quality checks before dispatch

If you receive a defective or damaged product despite our quality measures, we will make it right through refund or replacement.

6. Customer Responsibilities

To ensure smooth order processing and delivery:

  • Provide accurate and complete delivery address with landmarks
  • Ensure someone is available to receive the delivery
  • Inspect the package upon delivery for any visible damage
  • Check the “Best Before” date upon receiving the product
  • Store products as per instructions on the packaging
  • Raise return/refund requests within the specified timeframe (7 days)

7. Refund Processing Updates

You can track your refund status by:

  • Checking your email for refund confirmation
  • Contacting us at team@healthycraftfoods.com with your order number

8. Exceptions and Discretion

While we strive to adhere to this policy, we reserve the right to:

  • Evaluate each case individually and make exceptions at our sole discretion
  • Refuse returns/refunds if we suspect fraud or abuse of the policy
  • Update this policy from time to time (changes will be posted on this page)

9. Contact Us

For any questions, concerns, or assistance regarding cancellations, returns, or refunds, please reach out:

Healthycraft Foods Private Limited
Email: team@healthycraftfoods.com
Phone: +91 8050322475
Address: No. 682, 2nd Stage, 17th E Cross, Bangalore North, Bengaluru, Bengaluru Urban, Karnataka – 560038

Business Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST

FSSAI License Number: 11225333002390

We are committed to your satisfaction and will work with you to resolve any issues with your order. Thank you for choosing pepNpower!