Wheatella Foods LLP is committed to maintaining product quality, customer satisfaction and appropriate food safety practices.
As our Coin Khakhra products are packaged food items, certain return restrictions are necessary to protect food safety and product integrity.
This policy explains our procedures for cancellations, returns, replacements, refunds and customer complaints.
Nothing in this policy limits rights or remedies available under applicable Indian consumer-protection laws.
Due to the nature of packaged food products, we generally do not accept returns of correctly supplied products solely because of a change of mind, personal taste preference or an ordering decision made by the customer.
However, customers may be eligible for appropriate remedies where products are damaged, defective, expired, unsafe, incorrectly supplied, or materially different from the confirmed order or advertised description.
Customers may request assistance in the following circumstances:
Each request will be evaluated fairly based on the circumstances and applicable legal requirements.
For delivery-related issues, customers are encouraged to contact Wheatella Foods LLP preferably within 24 hours of delivery.
To assist with investigation, customers may provide:
An unboxing video may assist in reviewing a complaint but is not mandatory.
The 24-hour notification period is intended to support prompt investigation. It does not override statutory rights or automatically disqualify genuine complaints raised later.
We will review complaints based on the order information, product condition, evidence reasonably available and applicable law.
Depending on the circumstances, suitable resolutions may include:
Where required, we may request additional information to investigate the complaint.
Customers wishing to cancel an order should contact Wheatella Foods LLP as soon as possible.
Cancellation requests received before dispatch may be accepted, depending on order status and applicable agreed terms.
Once an order has been dispatched, cancellation arrangements may depend on shipment status, the circumstances of cancellation and applicable law.
If Wheatella Foods LLP is unable to fulfil a confirmed order, the customer will be informed and an applicable refund or other appropriate resolution will be offered.
Any cancellation charges, where permitted, must be clearly disclosed and must comply with applicable consumer-protection requirements.
Approved refunds will be processed within 10 working days from the date of refund approval, or earlier where applicable law requires.
Refunds will generally be initiated through the original payment method where feasible, or through another mutually agreed and appropriate payment method.
Working days exclude Sundays and applicable public holidays.
The time required for funds to appear in the customer's account may depend on the bank or payment service provider.
If a delay occurs, we will communicate the status and take appropriate corrective action.
A customer's statutory entitlement to a refund or other remedy is not dependent solely on Wheatella's discretionary approval.
Where a product return or collection is appropriate, Wheatella Foods LLP will provide reasonable instructions.
Customers should not return food products without first contacting our support team, except where a legal right or direction requires otherwise.
Where the return results from defective, damaged, incorrect or otherwise non-conforming goods, applicable statutory rights concerning return arrangements and associated costs will be respected.
Wholesale, distributor, institutional and bulk orders may be governed by separately agreed commercial terms covering quantities, freight, payment, cancellations, returns and claims.
These terms will apply subject to relevant contracts and mandatory legal requirements.
For products purchased through third-party marketplaces, customers may contact the relevant platform through its published return, replacement or refund procedure.
Applicable marketplace requirements and statutory consumer remedies will be respected.
Customers should not consume products that appear contaminated, spoiled, tampered with or otherwise unsafe.
Where safe and practical, customers are encouraged to retain the affected product, packaging and batch information for investigation.
Food safety complaints will be reviewed appropriately and escalated where required.
Customers may submit complaints relating to orders, delivery, product quality, cancellation, replacement or refunds to Wheatella Foods LLP.
For complaints falling under applicable e-commerce grievance requirements, we will arrange acknowledgement within 48 hours and seek resolution within one month, or sooner where required by law.
Customers will be provided with complaint reference information where applicable, and a copy of the recorded complaint where legally required.
The designated grievance officer's name and designation will be made available wherever required under applicable law.
Customers may also seek remedies through competent consumer-protection authorities in accordance with applicable Indian law.
Wheatella Foods LLP