Refund policy

At Aswadan, we take great care in preparing, packing, and dispatching every order so that our products reach you safely and in proper condition.

As our products are food products, we are unable to accept returns or provide refunds simply because of a change of mind, taste preference, or after the product has been opened or used.

However, if there is a genuine and verified issue with your order, we will always try to resolve it fairly and professionally.

No Return for Change of Mind

Due to food safety and hygiene reasons, delivered food products cannot normally be returned or exchanged if:

  • You change your mind after delivery

  • You no longer want the product

  • The product has been opened or used without any defect

  • You ordered the wrong quantity or variant

  • You do not personally like the taste, aroma, texture, colour, or consistency of the product

This does not affect your rights in case the product is damaged, leaking, incorrect, defective, or otherwise eligible for remedy under applicable law.

Damaged, Leaking or Wrong Product

If your order is delivered with a genuine issue such as:

  • Damaged jar or packaging

  • Leakage during transit

  • Broken container

  • Wrong product received

  • Missing product

  • Other visible transit damage

please contact Aswadan Customer Support as soon as possible, preferably within 24 hours of delivery.

After verification of the issue, Aswadan may provide:

A free replacement, or
A refund, where replacement is not appropriate or available.

For genuine transit-damage cases approved by us, the replacement product will be sent free of cost.

Unboxing Video & Proof

We strongly recommend recording a clear, continuous unboxing video immediately after receiving your parcel.

The video should start before opening the courier package and clearly show:

  • The sealed courier package

  • Shipping label

  • Opening of the package

  • Product inside the parcel

  • Any leakage, breakage, damage, missing item, or incorrect product

For a damage or wrong-product claim, we may request:

  • Unboxing video

  • Clear photographs of the damaged product

  • Photographs of the outer packaging

  • Shipping label

  • Order number and registered mobile number

Please do not throw away the damaged product, jar, shipping box, or courier label until the complaint has been reviewed.

Claims will be assessed based on the available evidence and circumstances of the order.

How We Handle Genuine Damage Claims

We handle genuine product-damage complaints professionally and on a case-by-case basis.

Once the damage is verified, our first preference may be to send you a new replacement product completely free of cost.

If replacement is not possible or appropriate, an eligible refund may be processed.

We may request reasonable proof before approving a replacement or refund to help prevent fraudulent or incorrect claims.

Prepaid Orders & Courier Delays

Once a prepaid order has been dispatched and is actively in transit, an immediate refund cannot normally be issued simply because the courier is taking longer than expected, while the shipment remains active and within a reasonable delivery process.

After dispatch, delivery is handled by third-party courier partners.

Courier delays can occasionally occur due to circumstances such as:

  • Operational issues

  • High shipment volume

  • Weather conditions

  • Festivals or public holidays

  • Transportation disruptions

  • Remote-area service limitations

  • Strikes

  • Natural events

  • Other circumstances outside Aswadan's reasonable control

Aswadan will make reasonable efforts to coordinate with the courier partner and help you track the shipment.

However, applicable consumer rights will continue to apply where required by law.

Order Showing “In Transit”

If courier tracking shows that your order is In Transit, we normally cannot issue an immediate refund while the courier is still attempting to complete the delivery.

Our team will first raise or follow up on the shipment with the courier partner where required.

If the shipment is subsequently declared lost, returned to us, or otherwise becomes eligible for refund/replacement, we will take appropriate action after verification.

Order Showing “Out for Delivery”

If an order is showing Out for Delivery, a refund will not normally be processed while the courier is actively attempting delivery.

Please keep your registered mobile number available, as the courier delivery executive may call you for delivery assistance.

If delivery ultimately fails and the parcel becomes RTO, the applicable RTO process mentioned below will apply.

RTO — Return to Origin

If a prepaid shipment cannot be delivered and the courier tracking shows RTO / Return to Origin, we will monitor the shipment until it is returned to us.

Once the returned parcel is received back by Aswadan and the RTO status is verified, an eligible refund can be processed according to the circumstances of the order.

Please note that an RTO tracking status alone does not always mean that the parcel has already reached us. Refund processing may begin after the returned shipment is received and verified.

Orders Marked “Delivered”

If courier tracking shows the order as Delivered, a refund will not be provided solely on the basis of a refund request without a valid reason or supporting information.

If you have actually received a damaged, leaking, incorrect, or incomplete order, please contact us with appropriate proof such as photographs and/or an unboxing video.

If tracking shows “Delivered” but you have not actually received the parcel, please contact us immediately so that we can raise the matter with the courier partner.

Such cases will be investigated before any refund or replacement decision is made.

Product Quality Concerns

If you believe that the product received has a genuine manufacturing, packaging, or quality issue, please contact us with:

  • Order details

  • Batch/pack information

  • Clear photographs or video

  • Description of the issue

We will review the complaint and take appropriate action based on the circumstances.

Fraudulent or False Claims

Aswadan reserves the right to reject claims where:

  • Submitted evidence appears manipulated or misleading

  • The claimed damage is inconsistent with the available evidence

  • The product has been intentionally damaged after delivery

  • Incorrect or false information has been provided

Every genuine complaint will be reviewed fairly.

Cancellation Before Dispatch

If you wish to cancel an order, please contact us as soon as possible.

If the order has not yet been dispatched, we will try to cancel it.

Once the shipment has been handed over to the courier partner, cancellation may no longer be possible and the applicable shipping/RTO process may apply.

Refund Processing

Where a refund is approved, it will be processed through the applicable payment method after verification.

The time taken for the refunded amount to appear in your bank account, card, UPI account, or other payment method may depend on the payment provider or banking system.

Contact Us

For any refund, replacement, damaged-product, or delivery-related issue, please contact:

Aswadan Customer Support
WhatsApp / Order Support: +91 8293412807
Website: aswadan.in

Please include your Order Number and Registered Mobile Number when contacting us so that we can assist you faster.

Important: Nothing in this policy is intended to limit any rights available to consumers under applicable Indian consumer protection laws.