This policy applies to all orders placed on https://nityatattva.in. It is read together with our Terms of Service and the rights you have under the Consumer Protection Act, 2019.
1. Order cancellation by you
| Before we hand over to the courier | Full cancellation, full refund. Email us within this window. |
|---|---|
| After dispatch but before delivery | Cancellation not possible once the courier has the package. You may refuse delivery; a refund is issued after the package returns to us, less return-shipping (typically ₹80–₹150). |
| After delivery | Not eligible for cancellation. See Section 2 (Returns). |
Cancellation requests: email hello@nityatattva.in with your order number.
2. Returns — what is eligible
Because food is consumable and tampering with a sealed pack cannot be detected after return, we accept returns only in these cases:
- Damaged in transit: the outer pack or the food pack is physically damaged on arrival. Email us within 48 hours of delivery with unboxing photographs.
- Wrong item or short shipment: we shipped a SKU you didn’t order or missed an item from a multi-item order. Email us within 7 days of delivery with photographs of the items received.
- Quality issue with a sealed pack: the pack arrived sealed but the product inside is unfit for consumption (mould, infestation, off-odour). Email us within 7 days of opening, and not later than 30 days from delivery, with photographs.
- Past best-before date on arrival: contact us immediately on receipt for a full refund or replacement.
3. Returns — what is NOT eligible
- Change of mind or taste preference once a pack is opened.
- Slight variation in colour, aroma, grain size or pack weight (within the labelled tolerance) — these are intrinsic to a natural agricultural product.
- Packs returned without their original tamper-evident seal.
- Orders delivered more than 30 days ago.
- Items bought during a clearly-marked “final sale”.
4. How to file a refund request
Send the following to hello@nityatattva.in:
- Order number (visible in the order confirmation email and in your dashboard).
- A short description of the issue.
- Clear photographs of the outer pack, the inner pack, and the product.
- For damaged-in-transit claims: an unboxing video helps and speeds up resolution.
We acknowledge within 48 working hours and provide a decision within 7 working days of receiving sufficient information.
5. How the refund is paid
| Razorpay (card / UPI / netbanking / wallet) | Back to the original payment instrument within 5–7 working days after approval. |
|---|---|
| Cash on Delivery | Bank transfer to an account in the order-payer’s name. We will request the IFSC and account number after approval. |
| Tattva Points redeemed | Points are credited back to your account. |
If we ship a replacement instead of a refund, it leaves our warehouse within 3 working days of approval.
6. Reverse pickup
For damaged or wrong-item claims, we arrange the reverse pickup at our cost in serviceable pincodes. For quality complaints, we may, at our discretion, ask you to retain the pack so the food-safety team can inspect it in person, or to dispose of it responsibly and email us a photograph of the disposal.
7. Refused or undeliverable orders
If a package returns to us as “refused”, “address unreachable” or “customer unavailable” despite 3 delivery attempts, we will refund the order value less the round-trip courier cost (typically ₹120–₹250) within 5 working days of the package reaching our warehouse.
8. Grievance
Not satisfied with the resolution? Please escalate to our Grievance Officer. We log every grievance, respond within 48 working hours, and aim to close it within 30 days — as required by Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020.