REFUND & REPLACEMENT POLICY

A. INTRODUCTION & COMMITMENT

A.1 OUR QUALITY PROMISE

At Bittersoil, we are committed to delivering premium date-sweetened chocolates that meet the highest standards of quality and taste. Every conscious treat is crafted with care, using only the finest natural ingredients – no added sugar, no artificial ingredients, no preservatives.

A.2 POLICY OVERVIEW

This Refund & Replacement Policy explains:

1. Why we cannot accept physical returns for food products

2. When refunds are available for payment and delivery issues

3. When replacements are provided for quality problems

4. How to report issues and get quick resolution

5. Our commitment to your satisfaction within food safety guidelines

A.3 FOOD SAFETY FIRST APPROACH

Our policy prioritizes food safety and hygiene above all else. We cannot accept physical returns of food products as per FSSAI regulations and industry best practices. This ensures every customer receives fresh, safe, and unhandled products while protecting public health.

B. NO PHYSICAL RETURNS POLICY

B.1 WHY NO RETURNS FOR FOOD PRODUCTS

a. Legal & Regulatory Requirements

1. FSSAI Guidelines: Food Safety and Standards Authority prohibits resale of returned food items

2. Consumer Protection Act: Excludes perishable goods from return requirements

3. Health Ministry Regulations: Food products cannot be returned for public health safety

4. Industry Standards: Universal practice across Indian food and confectionery industry

b. Food Safety & Quality Reasons

1. Contamination Risk: Once food leaves our facility, it may be exposed to contaminants

2. Temperature Control: Chocolate requires specific temperature conditions we cannot guarantee during return transit

3. Hygiene Standards: Returned food products pose hygiene risks to other customers

4. Shelf Life Protection: Ensures all customers receive products with maximum remaining shelf life

c. Product Integrity

1. Freshness Guarantee: Every product you receive is fresh from our kitchen

2. Quality Assurance: No risk of receiving previously handled or returned products

3. Batch Tracking: Clear traceability from production to your doorstep

4. Premium Standards: Maintains the premium quality standards you expect from Bittersoil

B.2 WHAT “NO RETURNS” MEANS

a. Physical Products Cannot Be Returned

1. No Pickup: We will not pick up products from customers

2. No Physical Exchange: Products cannot be physically exchanged or swapped

3. No Resale: Any product that reaches you cannot be resold to other customers

4. Final Sale: All food products are considered final sale upon delivery

b. Alternative Solutions Available

1. Quality Replacements: Fresh products sent for genuine quality issues

2. Refund Options: Money back for specific situations outlined below

3. Customer Support: Dedicated assistance for all concerns

4. Satisfaction Commitment: Alternative solutions to ensure your happiness

C. REFUND CONDITIONS & PROCESS

C.1 WHEN REFUNDS ARE AVAILABLE

a. Payment-Related Issues

1. Payment Processing Errors:

   • Double charging or multiple deductions

   • Incorrect amount charged to your account

   • Payment gateway technical failures

   • Bank transaction errors after successful payment

2. Refund Timeline: 7-10 business days

3. Refund Method: Same payment method used for purchase

4. Documentation: Transaction ID and payment proof required

b. Order Cancellation (Before Processing)

1. Cancellation Window:

   • Orders cancelled within 2 hours of placement

   • Before production/preparation begins

   • Before order moves to “Processing” status

2. How to Cancel:

   • WhatsApp: +91 9328374704 immediately

   • Email support@bittersoil.com with order number

3. Cancellation Fees: No cancellation fees within 2-hour window

4. Refund Processing: 3-5 business days for pre-processing cancellations

c. Delivery Failures (Our Side)

1. Undeliverable Orders:

   • Multiple failed delivery attempts despite customer availability

   • Delivery area service discontinued after order placement

   • Courier/logistics partner failure to deliver

2. Address Issues (Our Verification Failure):

   • We confirmed an address we cannot actually deliver to

   • Our system accepted an invalid address

   • Service area restrictions not properly communicated

3. Force Majeure Events:

   • Natural disasters preventing delivery

   • Government restrictions/lockdowns after order placement

   • Emergency situations beyond our control

d. Our Operational Errors

1. System Errors:

   • Website pricing errors or technical glitches

   • Inventory system showing available stock when actually out of stock

   • Promotional code errors or system calculation mistakes

2. Communication Failures:

   • Failure to communicate unavailability of products

   • Misleading product information on our website

   • Incorrect delivery commitments

C.2 REFUND PROCESS

a. How to Request Refund

1. Contact Information:

   • Email: support@bittersoil.com (preferred method)

   • WhatsApp: +91 9328374704 (9 AM – 9 PM daily)

2. Information Required:

   • Order number and transaction ID

   • Reason for refund request

   • Payment method details

   • Supporting documents (if applicable)

b. Refund Processing Timeline

1. Request Review: Within 24 hours of submission

2. Approval Decision: Within 48 hours

3. Refund Initiation: Within 3 business days of approval

4. Bank Processing: 7-10 business days (varies by bank/payment method)

c. Refund Confirmation

1. Email Notification: Sent when refund is initiated

2. SMS Update: Transaction reference provided

3. Status Tracking: Check status via email or phone

4. Bank Statement: Final confirmation in your bank statement

D. REPLACEMENT CONDITIONS & PROCESS

D.1 WHEN REPLACEMENTS ARE PROVIDED

a. Quality-Related Issues

1. Manufacturing Defects:

   • Visible mold, unusual discoloration, or contamination

   • Foreign objects found in products

   • Products with off-taste, strange odor, or unusual texture

   • Incorrect product consistency or formulation issues

2. Freshness Issues:

   • Products delivered with less than 30% remaining shelf life

   • Products showing signs of staleness or age

   • Best before date labeling errors

   • Products compromised due to storage issues before delivery

b. Shipping & Handling Damage

1. Physical Damage During Transit:

   • Broken, crumbled, or severely damaged chocolate bars

   • Packaging crushed or compromised during delivery

   • Temperature damage from improper transportation

   • Products damaged due to rough handling by delivery partners

2. Packaging Integrity Issues:

   • Primary packaging seals broken or damaged

   • Secondary packaging torn or damaged

   • Labels missing or damaged beyond recognition

   • Product contamination due to packaging failure

c. Order Fulfillment Errors

1. Wrong Products Delivered:

   • Incorrect product type, flavor, or variant

   • Different product than what was ordered

   • Mixed up orders or delivery to wrong customer

2. Quantity Discrepancies:

   • Missing items from your order

   • Received fewer items than ordered and paid for

   • Duplicate items charged but not delivered

3. Specification Errors:

   • Products not matching ordered specifications

   • Custom order requirements not met

   • Special instructions ignored or incorrectly followed

D.2 REPLACEMENT PROCESS

a. Reporting Requirements

1. Timeline: Report issues within 24 hours of delivery

2. Documentation: Clear photos of products and packaging showing the issue

3. Product Retention: Keep the affected products for verification (if required)

4. Contact Method: Use any of our customer service channels

b. Verification Process

1. Initial Assessment: Customer service team reviews your report within 2 hours

2. Quality Team Review: Technical evaluation of reported issues

3. Decision Timeline: Replacement approval within 24 hours

4. Customer Notification: Email and SMS confirmation of decision

c. Replacement Delivery

1. Fresh Products: Replacement items from fresh production batch

2. Priority Processing: Replacement orders get priority handling

3. Express Delivery: Faster delivery for replacement orders

4. Quality Assurance: Extra quality checks for replacement products

d. Defective Product Handling

1. Product Pickup: We may arrange pickup of defective products for quality analysis

2. No Immediate Disposal: Keep products until pickup confirmation

3. Quality Investigation: Analysis to prevent similar issues in future batches

4. Feedback Loop: Learnings integrated into quality improvement processes

D.3 REPLACEMENT LIMITATIONS

a. Time Restrictions

1. 24-Hour Rule: Issues must be reported within 24 hours of delivery

2. Valid Reasons Required: Legitimate quality or fulfillment issues only

3. One-Time Replacement: Each order eligible for one replacement per item

4. Product Availability: Subject to current stock availability

b. Verification Requirements

1. Photographic Evidence: Clear photos showing the specific issue

2. Batch Code Visibility: Batch codes must be visible for tracking

3. Packaging Condition: Original packaging should be retained

4. Honest Reporting: Accurate description of the issue

E. WHAT IS NOT ELIGIBLE FOR REFUND OR REPLACEMENT

E.1 PERSONAL PREFERENCES & EXPECTATIONS

a. Taste and Flavor Preferences

1. Subjective Taste Issues:

   • Not liking the taste or flavor profile

   • Personal preference for different sweetness levels

   • Texture preferences or expectations

   • Comparing with other chocolate brands

2. Product Characteristics:

   • Natural variations in artisan products

   • Date sweetening taste different from sugar

   • Cocoa percentage intensity preferences

   • Natural ingredient variations

b. Expectation Mismatches

1. Product Understanding:

   • Misunderstanding product descriptions

   • Different expectations about date-sweetened chocolates

   • Size or weight expectations vs. actual product

   • Color variations in natural products

E.2 CUSTOMER-RELATED ISSUES

a. Handling After Delivery

1. Improper Storage:

   • Products stored at incorrect temperatures

   • Exposure to humidity or direct sunlight

   • Storage in contaminated environments

   • Damage due to improper handling

2. Consumption Issues:

   • Products partially or fully consumed before reporting issues

   • Products shared or given to others before complaint

   • Storage beyond recommended conditions

   • Products opened and exposed for extended periods

b. Order and Delivery Issues

1. Customer Unavailability:

   • Customer not available for delivery despite multiple attempts

   • Incorrect address provided by customer

   • Phone number not reachable for delivery coordination

   • Refusal to accept delivery without valid reason

2. Change of Mind:

   • Deciding you don’t want the products after ordering

   • Budget concerns or financial changes after purchase

   • Dietary preference changes after order placement

   • Duplicate orders placed by mistake

E.3 TIME-RELATED EXCLUSIONS

a. Late Reporting

1. Beyond 24-Hour Window: Issues reported after 24 hours without valid justification

2. Extended Storage Issues: Problems arising after long-term storage

3. Delayed Consumption: Issues discovered after extended storage periods

4. Post-Expiry Complaints: Issues reported after product expiry date

b. Seasonal and Natural Variations

1. Ingredient Seasonality: Natural variations due to seasonal ingredient availability

2. Climate Effects: Minor variations due to weather and climate conditions

3. Artisan Production: Small variations inherent in handcrafted products

4. Natural Aging: Normal changes in products over time within shelf life

F. CUSTOMER SERVICE & COMMUNICATION

F.1 MULTIPLE CONTACT OPTIONS

a. Primary Contact Methods

1. Email Support: support@bittersoil.com

   • Response Time: Within 2 hours during business hours (9 AM – 7 PM, Mon-Sat)

   • Best For: Detailed issue descriptions with photo attachments

   • Documentation: All email communications automatically documented

2. WhatsApp Support: +91 9328374704

   • Availability: Daily, 9 AM – 9 PM IST

   • Best For: Quick queries and photo sharing for issue documentation

   • Convenience: Easy photo and document sharing capability

b. Specialized Contact Points

• Refund Requests: support@bittersoil.com

• Quality Issues: hello@bittersoil.com

• Bulk Orders: order@bittersoil.com

• General Inquiries: hello@bittersoil.com

F.2 COMMUNICATION STANDARDS

a. Response Time Commitments

1. Initial Response: Within 2 hours during business hours

2. Issue Resolution: Complete resolution within 48-72 hours

3. Status Updates: Regular updates every 24 hours for ongoing issues

4. Final Confirmation: Confirmation when issue is fully resolved

b. Communication Quality

1. Professional Service: Courteous, knowledgeable, and helpful staff

2. Clear Information: Detailed explanations of processes and decisions

3. Regular Updates: Proactive communication about resolution progress

4. Follow-up Service: Post-resolution follow-up to ensure satisfaction

c. Documentation and Records

1. Issue Tracking: Every complaint assigned unique tracking number

2. Complete Records: Full documentation of issue and resolution process

3. Customer History: Access to previous interactions for better service

4. Quality Improvement: Feedback used to improve products and processes

G. SPECIAL SITUATIONS & EXCEPTIONS

G.1 BULK AND CORPORATE ORDERS

a. Enhanced Service Standards

1. Dedicated Support: Assigned customer service representative for large orders

2. Quality Assurance: Additional quality checks for bulk orders

3. Flexible Solutions: Customized solutions for corporate gifting issues

4. Priority Handling: Expedited resolution for business customers

b. Corporate Gifting Considerations

1. Recipient Satisfaction: Direct support to gift recipients if needed

2. Professional Standards: Higher service standards for business relationships

3. Batch Consistency: Ensuring consistency across large gift orders

4. Timeline Flexibility: Understanding of corporate delivery requirements

G.2 FESTIVAL AND SEASONAL ORDERS

a. High-Demand Period Policies

1. Increased Support: Extended customer service hours during festivals

2. Quality Maintenance: Maintaining standards despite high-volume production

3. Delivery Priorities: Clear communication about delivery timelines

4. Stock Management: Proactive communication about product availability

b. Special Occasion Considerations

1. Gift Delivery: Special handling for gift orders with specific delivery dates

2. Presentation Quality: Extra attention to packaging for special occasions

3. Recipient Coordination: Assistance with gift recipient communication

4. Emergency Resolution: Expedited solutions for time-sensitive occasions

G.3 HEALTH AND DIETARY CONCERNS

a. Allergen-Related Issues

1. Clear Labeling: Comprehensive allergen information on all products

2. Cross-Contamination Warnings: Clear warnings about potential cross-contamination

3. Ingredient Transparency: Complete ingredient lists with source information

4. Customer Education: Information about ingredients and potential allergens

b. Dietary Restriction Support

1. Ingredient Queries: Detailed information about specific ingredients

2. Nutritional Information: Complete nutritional facts for all products

3. Dietary Suitability: Guidance on product suitability for specific diets

4. Alternative Recommendations: Suggestions for suitable product alternatives

H. CONTINUOUS IMPROVEMENT & FEEDBACK

H.1 QUALITY ENHANCEMENT PROCESS

a. Customer Feedback Integration

1. Issue Analysis: Every refund and replacement request analyzed for patterns

2. Process Improvement: Manufacturing processes updated based on customer feedback

3. Quality Standards Evolution: Continuous enhancement of quality control measures

4. Staff Training Updates: Regular training based on customer service learnings

b. Product Development Input

1. Customer Preferences: Feedback integrated into new product development

2. Quality Improvements: Existing products enhanced based on customer input

3. Innovation Direction: Customer needs driving innovation priorities

4. Market Responsiveness: Quick adaptation to changing customer preferences

H.2 POLICY EVOLUTION

a. Regular Policy Review

1. Quarterly Assessment: Policy effectiveness reviewed every quarter

2. Customer Satisfaction Surveys: Regular feedback collection on policy satisfaction

3. Industry Benchmarking: Comparison with best practices in food industry

4. Legal Compliance Updates: Regular updates to ensure continued legal compliance

b. Stakeholder Input

1. Customer Advisory: Input from loyal customers on policy improvements

2. Staff Feedback: Customer service team recommendations for policy enhancement

3. Partner Insights: Feedback from delivery partners and suppliers

4. Management Review: Leadership oversight of policy performance and updates

I. LEGAL COMPLIANCE & CONSUMER RIGHTS

I.1 REGULATORY ALIGNMENT

a. Food Safety Regulations

1. FSSAI Compliance: Full compliance with Food Safety and Standards Authority guidelines

2. Consumer Protection Act: Adherence to Consumer Protection Act, 2019 provisions

3. State Regulations: Compliance with Gujarat state food safety and consumer protection laws

4. Industry Standards: Alignment with confectionery industry best practices

b. E-commerce Regulations

1. Digital Consumer Protection: Compliance with e-commerce consumer protection rules

2. Online Payment Regulations: Adherence to digital payment and refund regulations

3. Data Protection: Consumer data protection in complaint and refund processes

4. Transparency Requirements: Clear disclosure of all policies and procedures

I.2 CONSUMER RIGHTS PROTECTION

a. Fundamental Consumer Rights

1. Right to Safety: Ensuring products are safe for consumption

2. Right to Information: Complete and accurate product information

3. Right to Choice: Freedom to choose from available options

4. Right to be Heard: Accessible grievance redressal mechanisms

b. Grievance Redressal Rights

1. Fair Treatment: Equal and fair treatment of all customer complaints

2. Timely Resolution: Commitment to resolve issues within reasonable timeframes

3. Transparent Process: Clear explanation of complaint resolution procedures

4. Appeal Rights: Right to escalate unresolved issues to higher management

I.3 EXTERNAL COMPLAINT OPTIONS

a. Consumer Protection Forums

1. District Consumer Forum: For complaints within local jurisdiction

2. State Consumer Commission: For higher-value disputes

3. National Consumer Helpline: 1915 for general consumer support

4. Online Consumer Complaints: Government portals for digital complaint filing

b. Industry and Regulatory Bodies

1. FSSAI Complaints: For food safety and quality concerns

2. Local Health Authorities: For hygiene and safety issues

3. E-commerce Regulatory Bodies: For online transaction disputes

4. Consumer Rights Organizations: For broader consumer rights issues

J. FORCE MAJEURE & EXCEPTIONAL CIRCUMSTANCES

J.1 BEYOND OUR CONTROL EVENTS

a. Natural and Emergency Events

1. Natural Disasters: Earthquakes, floods, cyclones, and other natural calamities

2. Government Actions: Emergency declarations, lockdowns, and policy changes

3. Infrastructure Failures: Power outages, internet disruptions, transportation strikes

4. Global Events: Pandemics, supply chain disruptions, international emergencies

b. Impact on Refund and Replacement Services

1. Service Delays: Response and resolution timelines may be extended

2. Alternative Solutions: Modified approaches during emergency situations

3. Communication Updates: Regular updates about service status and restoration

4. Priority Recovery: Prioritized restoration of refund and replacement services

J.2 EMERGENCY RESPONSE PROCEDURES

a. Customer Communication

1. Immediate Notification: Prompt communication about service disruptions

2. Regular Updates: Ongoing updates about situation and expected resolution

3. Alternative Channels: Backup communication channels during emergencies

4. Clear Timelines: Realistic timelines for service restoration

b. Service Continuity

1. Essential Services: Maintaining critical refund and replacement services

2. Resource Prioritization: Prioritizing urgent customer needs during emergencies

3. Recovery Planning: Systematic approach to service restoration

4. Lessons Learning: Improving emergency preparedness based on experience

K. POLICY UPDATES & MODIFICATIONS

K.1 CHANGE MANAGEMENT PROCESS

a. Policy Review Triggers

1. Legal Requirements: Changes in food safety or consumer protection regulations

2. Business Evolution: Updates due to business growth or service changes

3. Customer Feedback: Modifications based on customer input and satisfaction surveys

4. Industry Changes: Adaptations to align with evolving industry standards

b. Update Process

1. Stakeholder Input: Gathering input from customers, staff, and partners

2. Legal Review: Ensuring all changes comply with applicable regulations

3. Customer Communication: 30-day advance notice for significant changes

4. Implementation: Systematic rollout of policy updates

K.2 CUSTOMER NOTIFICATION

a. Communication Methods

1. Email Notification: Detailed explanation of changes sent to all registered customers

2. Website Updates: Prominent display of policy changes on website

3. Order Confirmations: Policy updates included in order confirmation communications

4. Customer Service Training: Staff updated on policy changes for consistent communication

b. Transition Arrangements

1. Grace Period: Reasonable transition time for customers to understand changes

2. Existing Order Protection: Orders placed before changes honored under previous terms

3. Customer Support: Additional support available during transition periods

4. Clarification Sessions: Additional communication for significant policy changes

L. ACKNOWLEDGMENT & CUSTOMER AGREEMENT

L.1 CUSTOMER UNDERSTANDING & ACCEPTANCE

By placing an order with Bittersoil, you acknowledge and agree that:

1. Policy Understanding: You have read and understood this Refund & Replacement Policy completely

2. No Returns Acceptance: You understand and accept that physical returns are not accepted for food safety reasons

3. Limited Refund Scenarios: You understand that refunds are available only for specific situations outlined in this policy

4. Replacement Conditions: You agree to the conditions and timelines for product replacements

5. Reporting Requirements: You will follow the proper procedures and timelines for reporting issues

L.2 MUTUAL COMMITMENTS

a. Our Commitment to You

1. Quality Assurance: Delivering high-quality conscious treats that meet our standards

2. Fair Treatment: Treating all customer concerns with fairness and respect

3. Timely Resolution: Providing swift resolution for all legitimate issues

4. Continuous Improvement: Ongoing enhancement of products and services based on feedback

b. Your Commitment to Us

1. Honest Reporting: Providing accurate and truthful information about any issues

2. Timely Communication: Reporting problems within specified timelines

3. Reasonable Expectations: Understanding the nature of artisan food products and natural ingredients

4. Policy Compliance: Following the procedures outlined in this policy for issue resolution

c. Shared Goals

1. Customer Satisfaction: Working together to ensure your satisfaction with our products

2. Food Safety: Prioritizing food safety and hygiene in all our interactions

3. Quality Improvement: Contributing to continuous improvement of our products and services

4. Long-term Relationship: Building a lasting relationship based on trust and quality

M. CONTACT INFORMATION & SUPPORT

M.1 COMPREHENSIVE CONTACT DETAILS

Business Address:
Haritkan Foods (Bittersoil),  Jodhpur gam, satellite, Ahmedabad – 380015

Primary Contact Information:

• General Inquiries: hello@bittersoil.com

• Customer Support: support@bittersoil.com

• Refund Requests: support@bittersoil.com

• Quality Issues: hello@bittersoil.com

• WhatsApp Support: +91 9328374704

Business Hours:

• Phone & Email Support: Monday to Saturday, 9 AM to 7 PM IST

• WhatsApp Support: Daily, 9 AM to 9 PM IST

• Emergency Support: Available for urgent quality and safety issues

M.2 FEEDBACK & SUGGESTIONS

We Value Your Input:

• General Feedback: hello@bittersoil.com

• Policy Suggestions:  privacy@bittersoil.com

• Product Development Ideas: hello@bittersoil.com

• Partnership Opportunities: hello@bittersoil.com

FINAL NOTE:

At Bittersoil, your satisfaction and safety are our highest priorities. While we cannot accept physical returns due to food safety regulations, we are committed to ensuring every conscious treat meets our premium quality standards. Our refund and replacement policies are designed to be fair, transparent, and protective of both your interests and public health.

We believe in building long-term relationships based on trust, quality, and transparency – the same values that guide us in crafting our premium date-sweetened chocolates.