Return & Cancellation

Return & Cancellation Policy

Snichein – Khao Jee Bhar Ke!

Website: www.snichein.com

Effective Date: November 13, 2025

1. Introduction and Scope

1.1 Purpose of This Policy

This Return and Cancellation Policy ("Policy") establishes the terms, conditions, and procedures governing:

• Order Cancellations: Cancellation of orders before or after dispatch
• Returns: Return of delivered products are not eligible
• Refunds: Processing and issuing of refunds
• Replacements: Providing replacement products for defective items
• Damaged/Defective Products: Claims and procedures

This Policy applies to all customers who purchase products from Snichein through the Website (www.snichein.com), regardless of payment method (prepaid, COD, or guest checkout).

1.2 Key Definitions

• "Product": Dark chocolate protein bars (10g protein per 50g bar), multi-packs (3-bar, 6-bar), and planned variants offered on the Website.
• "Return": The process of sending back a delivered product to Snichein for refund or replacement.
• "Cancellation": Terminating an order before or after dispatch.
• "Refund": Reimbursement of the purchase price to the original payment method.
• "Replacement": Providing a new product of same type/specification in place of defective item.
• "Defective": A product that does not function as intended, is damaged, or does not match the product description.
• "Delivery Address": The physical location where the order was delivered.
• "Proof of Purchase": Order confirmation email, order number, or receipt.
• "Original Condition": Unopened, unused, undamaged, with original packaging intact.
• "Business Days": Monday to Friday (excluding national holidays and Sundays).

1.3 Policy Structure

• Part 2: Order Cancellation Policy (Pre-Dispatch and Post-Dispatch)
• Part 3: Return Policy (Eligibility, Timeframes, Conditions)
• Part 4: Refund Processing (Timeline, Method, Amount)
• Part 5: Damaged and Defective Products
• Part 6: Food-Specific Return Conditions
• Part 7: Non-Returnable Items
• Part 8: Replacement Policy
• Part 9: Dispute Resolution

2. Order Cancellation Policy

2.1 Cancellation Before Dispatch

You may cancel your order FREE OF CHARGE at any time BEFORE the order is dispatched.

Cancellation Window: Anytime before dispatch (typically within 24–48 hours of order placement).

Method:

• Log in to your account and select "Cancel Order" from order tracking
• Contact customer support at info@snichein.com or +91 7296954892
• Send WhatsApp message with order number to +91 7296954892

Cancellation Request Process:

1. Submit cancellation request through available channels
2. Snichein receives and processes cancellation within 2–4 hours (business hours)
3. Order is cancelled and flagged as "Cancelled"
4. Refund is initiated immediately

2.2 Cancellation After Dispatch

Important: Order CANNOT be cancelled once dispatch has been initiated. However, you MAY:

• Reject delivery at your doorstep without penalty
• Request "Do Not Deliver" instructions via WhatsApp/email (best effort)

Rejection at Delivery: When package arrives at your address, you may refuse delivery without providing reason. Courier will mark shipment as "Refused/Rejected". Package will be returned to Snichein via reverse logistics. RTO (Return to Origin) procedure initiated.

Return to Origin (RTO) Handling:

• Package returns to Snichein: Typically 5–7 business days
• Inspection and refund processing: 3–5 business days
• Refund credit to account: 3–5 business days
• Total RTO Timeline: 10–15 business days

2.3 Cancellation After Delivery

Order cannot be cancelled after delivery. Once delivered, you must initiate a Return Request as per Section 3 (Return Policy).

2.4 No Cancellation Fees

In accordance with Consumer Protection (E-Commerce) Rules, 2020:

• Snichein does NOT charge any cancellation fee to customers
• Cancellation is FREE for orders not yet dispatched
• No hidden charges or penalties for cancellation
• Refund is full amount without deductions (unless partial/damage applies)

3. Return Policy

3.1 Return Eligibility

You may return a purchased Product within 7 days of delivery if:

• ✓ Product is unopened and in original, sealed packaging
• ✓ Product is unused and in perfect condition
• ✓ Product has not been tampered with or altered
• ✓ All original tags, stickers, and labels are intact and attached
• ✓ Product is not damaged due to customer mishandling
• ✓ Product has not been opened, tasted, or partially consumed
• ✓ You provide proof of delivery within the 7-day window

3.2 Return Ineligibility

The following items are NON-RETURNABLE under this Policy:

• ❌ Opened or partially consumed products (food safety regulations)
• ❌ Products with broken or tampered seals
• ❌ Products damaged due to your mishandling after delivery
• ❌ Products after best-before date or expiry
• ❌ Products marked as "Final Sale" or "Non-Returnable" at purchase
• ❌ Customized or personalized products (if offered)
• ❌ Products purchased with promotional discount "No Return" tags
• ❌ Products affected by natural disasters or force majeure while in your possession

3.3 Return Window and Timeframe

Critical Return Deadline: 7 Days from Delivery

• Return must be initiated within 7 days of delivery date
• Delivery date is the date shown in order tracking as "Delivered"
• After 7 days, return requests are NOT accepted
• Snichein has NO OBLIGATION to accept returns after this window

Example: Order delivered on November 13, 2025 → Return window: November 13–20, 2025 (7 days) → After November 20: Return NOT eligible.

3.4 Return Initiation Procedure

Step 1: Contact Snichein (Within 7 Days of Delivery)
Email: info@snichein.com | WhatsApp/Phone: +91 7296954892
Subject: "Return Request - Order #[Your Order Number]"

Information to provide:

• Order number, order date, delivery date
• Reason for return
• Photos of sealed, unopened product (if possible)
• Proof of delivery (tracking number)

Step 2: Return Approval (2–3 Business Days)
Snichein reviews and verifies eligibility. Approval or rejection sent via email. If approved, return shipping instructions provided.

Step 3: Pack and Ship (Within 2 Days of Approval)
Pack product in original packaging. Include order number and reason inside package. Ship to return address provided by Snichein (DHL/Blue Dart labels provided). Keep tracking number for reference.

Step 4: Receipt and Inspection (3–5 Business Days)
Snichein receives returned product. Product condition inspection conducted. Photos taken for documentation. Return status updated in customer account.

Step 5: Refund Processing (3–7 Business Days After Receipt)
If return approved: Full refund initiated to original payment method. Email confirmation of refund sent. Bank credit: 3–5 additional business days.

Total Return Timeline: 15–20 Business Days from Return Request

3.5 Return Shipping Responsibility

• Defective/Damaged Products: Snichein provides FREE return shipping label (DHL/Blue Dart)
• Change of Mind: Customer bears return shipping cost (typically ₹50–150)
• Incorrect Product Sent: Snichein provides free return label and reimbursement of outbound shipping cost

Prepaid Shipping Label: When return is approved, Snichein emails a prepaid return shipping label valid for DHL or Blue Dart. Customer prints label and uses at nearest courier center. No additional cost to customer.

4. Refund Processing

4.1 Refund Eligibility

Refunds are processed for:

• ✓ Valid returns within 7-day window and original condition
• ✓ Order cancellation before dispatch
• ✓ Damaged products upon delivery (with damage verification)
• ✓ Incorrect products sent (Snichein error)
• ✓ Non-delivery after maximum delivery attempts
• ✓ Customer explicitly rejects delivery

4.2 Refund Amount

Full Refund: Product value + Applicable taxes (GST) + Original shipping cost = 100% of order value (for eligible returns).

Partial Refund (20–50% Deduction) — Applied when product shows minor signs of wear or handling, packaging has minor damage but product is intact, best-before date is within 3 months, or product otherwise meets return conditions.

No Refund: Non-returnable items (opened, consumed, expired), products damaged by customer misuse, or return request after 7-day window.

4.3 Refund Processing Timeline

Timelines are estimates and may vary. Bank processing delays are beyond Snichein's control. Snichein is NOT liable for bank processing delays. Email confirmation sent when refund is initiated.

4.4 Refund Method

• Prepaid Card/Bank Transfer: Refund to same card/account
• UPI: Refund to same UPI ID
• Wallet (PhonePe, Google Pay): Refund to wallet account
• No refunds in cash (for prepaid orders)

Refund Verification: Check bank account/card statement 3–7 days after refund initiated. Check for "Snichein Refund" or similar description. Contact bank if refund not received within 10 days. Check account dashboard for refund status.

4.5 Refund for COD Orders

Since payment was never received by Snichein (rejected at delivery), no refund is applicable. However, if return is approved and product is received back unopened, customer can claim against courier's refusal to collect payment. Original payment NOT refunded by Snichein (not received).

5. Damaged and Defective Products

5.1 Damage Claim Procedure

Damage Defined:

• Crushed or severely dented packaging
• Torn or opened outer packaging
• Water damage or moisture contamination
• Product broken, leaking, or contaminated inside
• Seal broken or tampered with in transit

Step 1: DO NOT ACCEPT (If Severely Damaged)
If packaging appears severely damaged or opened, REFUSE delivery. Document with photos if possible. Provide reason to courier: "Damaged/Tampered". Order automatically returns to Snichein via RTO.

Step 2: ACCEPT & DOCUMENT (If Damage Is Minor)
Accept package at delivery. Take clear photos of damaged packaging and product inside. Keep packaging for inspection. Note exact time and date.

5.2 Damage Claim Filing

Timeline: File Within 24 Hours of Delivery

Email: info@snichein.com | Subject: "Damage Claim - Order #[Your Order Number]"

Required: Order number, delivery date and tracking number, clear description of damage, 3–5 high-quality photos showing: damaged packaging from multiple angles, product damage clearly visible, best-before date visible in photo.

5.3 Damage Claim Investigation

Investigation Process (5–7 Business Days): Snichein reviews photos and details. Courier partner is contacted for responsibility. Investigation determines: Was damage in transit? (Courier liability) | Was damage due to initial packing? (Snichein liability) | Was damage due to customer mishandling? (No liability)

Claim Outcomes:

• ✅ Approved (Snichein/Courier Liability): Full replacement sent at no cost or full refund processed. Free return label provided. Apology and compensation consideration.
• ❌ Rejected (Customer Mishandling): Claim denied. No replacement or refund issued. Evidence provided to customer.
• 🔍 Under Investigation: Investigation extended if evidence is unclear. Additional photos/information may be requested. Timeline extended to 10–15 days.

5.4 Replacement for Damaged Products

Replacement Eligibility: Damage verified as in-transit or manufacturing defect. Product unopened/sealed (if possible to determine). Claim filed within 24 hours with proper documentation and evidence.

Replacement Process: New product dispatched immediately via Shiprocket. Expedited delivery (2–3 days if possible). Tracking number provided. Original damaged product returned via prepaid label (return may be waived at Snichein's discretion).

No Cost to Customer: Replacement shipping: FREE | Return shipping: FREE (prepaid label provided).

6. Food-Specific Return Conditions

6.1 FSSAI Compliance and Food Safety

Due to FSSAI (Food Safety and Standards Authority of India) regulations for food products:

• Opened products CANNOT be returned (health & contamination risk)
• Consumed products CANNOT be returned (health regulations)
• Partially used products CANNOT be returned (cross-contamination risk)
• Products from sealed packaging CANNOT be returned once seal is broken

6.2 Sealed Packaging Requirement

Return Eligibility Requirement: SEALED PACKAGING

"Sealed" means:

• ✓ Original factory seal intact and not broken
• ✓ No evidence of opening or tampering
• ✓ Full shrink wrap or protective seal visible
• ✓ Protective sticker/seal unbroken
• ✓ No marks of forced opening

What Breaks Seal Eligibility:

• ❌ Any opening of outer packaging
• ❌ Removal of protective seal
• ❌ Damage to shrink wrap
• ❌ Opening to inspect contents
• ❌ Consumption of even a small portion

6.3 Best-Before Date Policy

• Returns accepted: Up to 30 days BEFORE best-before date
• Returns accepted: Up to 10 days AFTER best-before date (sealed, unopened)
• Returns NOT accepted: More than 10 days past best-before date
• Note: Best-before date must be clearly visible and legible

Storage After Delivery: Customer must store product in a cool, dry place (10–25°C optimal), away from direct sunlight, moisture, humidity, and strong odors, in original packaging. Snichein NOT liable for product degradation due to improper storage.

6.4 Quality and Taste Complaints

Snichein does NOT accept returns based on:

• Taste preferences (salty, sweet, bitter, etc.)
• Texture preferences (soft, hard, crunchy, smooth)
• Flavor not meeting personal preference
• Personal dietary preferences or dislike of ingredient
• Allergic reaction (after consumption)

Returns ARE accepted if:

• ✓ Product is genuinely defective or rotten
• ✓ Mold or contamination visible
• ✓ Unusual smell or appearance
• ✓ Ingredients don't match label declaration
• ✓ Manufacturing defect is evident

Defect Claim with Food: Must be unopened when claim filed. Photos must show defect clearly. Lab testing may be requested. Snichein may require third-party verification. Costs of testing borne by claimant (if defect not found).

6.5 Allergic Reaction Claims

Snichein does NOT accept returns or refunds based on allergic reactions AFTER consumption.

Preventive Measures: Review ingredients carefully BEFORE consuming. Ingredient list available on product page and packaging. Manufacturing details and allergen warnings are provided.

If Concerned About Ingredients: Contact Snichein before consuming. Do not open/consume product. Return unopened product within 7 days. Full refund will be issued.

If Allergic Reaction Occurs: Seek immediate medical attention. Do NOT rely on Snichein for compensation. Snichein NOT liable for allergic reactions. Consult medical professional regarding allergens.

7. Non-Returnable Items and Exclusions

7.1 Items Explicitly Non-Returnable

Consumed/Opened Food:

• Any opened product (seal broken)
• Any partially consumed product
• Any product with visible taste/bite marks

Promotional/Discounted Items:

• Products marked "Final Sale" at time of purchase
• Products marked "Non-Returnable" on product page
• Products with "No Return" promotional tags
• Clearance sale items (marked clearly)

Time-Limited Non-Returns:

• Seasonal or festival-specific products (if marked)
• Limited edition variants (if marked)
• Discontinued products (non-returnable)

Personalized/Customized Products:

• Custom branded packaging (if offered)
• Personalized labels (if offered)
• Custom quantities bundled items (non-returnable as bundle)

7.2 Special Exclusions

Per Consumer Protection Act, 2019, and FSSAI regulations:

• Products already consumed (any amount)
• Products used for commercial/business purposes
• Products damaged by customer negligence
• Products altered or modified by customer
• Products with tampered or forged batch/serial numbers

7.3 Customer Acknowledgment

By placing an order, you acknowledge that:

• ✓ You have reviewed the non-returnable items list
• ✓ You understand why certain items are non-returnable
• ✓ You accept the non-returnable designation
• ✓ You have had opportunity to inspect product before consuming
• ✓ You understand consequences of opening sealed food packaging

8. Replacement Policy

8.1 Replacement Eligibility

You may request a replacement product (not refund) if:

• ✓ Product is defective or has manufacturing defect
• ✓ Product is damaged due to Snichein's packing
• ✓ Wrong product was sent (Snichein error)
• ✓ Product arrives in unopened condition with defect evident from outside
• ✓ Claim filed within 24–48 hours of receipt
• ✓ Proper documentation and evidence provided

8.2 Replacement Procedure

Step 1: Report Defect (Within 24 Hours)
Email: info@snichein.com | Subject: "Replacement Request - Order #[number]"
Include: Order number, defect description, clear photos.

Step 2: Snichein Review (1–2 Business Days)
Snichein reviews complaint and photos, determines if replacement is warranted, contacts customer with decision.

Step 3: Replacement Dispatch (Upon Approval)
New replacement product dispatched immediately via expedited shipping (2–3 days). Tracking number provided. Shipping cost: FREE to customer.

Step 4: Return of Defective Product (Optional)
Defective product may be returned (optional). Free return label provided if return requested. Product may be destroyed (safety/hygiene reasons).

8.3 Replacement Frequency Policy

• One (1) replacement per order
• Two (2) replacements maximum per customer (rolling 12 months)
• After 2 replacements for same order type: Refund offered instead
• Repeated replacement requests from same customer are monitored
• Abuse of replacement policy can result in account suspension
• Fraudulent replacement claims may result in blacklisting

8.4 No Charge for Replacement

In compliance with Consumer Protection Act, 2019: Replacement is absolutely FREE. No additional charges for replacement product, no restocking fees, no inspection charges, no shipping charges.

9. Dispute Resolution and Grievances

9.1 Grievance Redressal Procedure

Step 1: Contact Snichein (Within 48 Hours of Issue)
Email: info@snichein.com | Phone/WhatsApp: +91 7296954892
Address: Bhamashah Techno Hub, Jaipur, Rajasthan, 302017

Provide: Order number, specific issue/dispute, previous communications (screenshots, email history), evidence supporting your claim (photos, videos), resolution sought (replacement, refund, etc.)

Step 2: Acknowledge Receipt (Within 48 Hours)
Snichein acknowledges complaint in writing. Grievance ticket number provided. Timeline for investigation provided.

Step 3: Investigation (5–10 Business Days)
Snichein investigates complaint thoroughly. Evidence reviewed, records checked, courier partners contacted if applicable. Customer may be contacted for additional information.

Step 4: Resolution (Within 30 Days)
Snichein provides decision on dispute. Options: Refund, replacement, or explanation. Decision communicated via email.

Step 5: Escalation (If Unsatisfied)
Escalate to Grievance Officer within 15 days. Grievance Officer independently reviews case. Final decision within 15 additional days.

9.2 Grievance Officer Contact

Name/Title: Grievance Officer, Snichein
Address: Bhamashah Techno Hub, Jaipur, Rajasthan, 302017
Email: info@snichein.com
Phone: +91 7296954892
WhatsApp: +91 7296954892
Working Hours: Monday – Friday, 10:00 AM – 6:00 PM IST

9.3 Consumer Commission Remedies

Your Rights Under Consumer Protection Act, 2019:

• District Consumer Dispute Redressal Commission: For claims up to ₹1 crore
• State Consumer Commission: For claims between ₹1 crore and ₹10 crore
• National Consumer Commission: For claims exceeding ₹10 crore (National jurisdiction)

Filing a Consumer Complaint:

• Write formal complaint with order number, facts, and evidence
• Submit to appropriate Commission (based on claim value)
• Include copies of all supporting documents
• Pay filing fee (varies by Commission)

Time Limit: Complaint can be filed within 2 years from when cause of action arose.

9.4 Arbitration for Disputes

• Matter proceeds to binding arbitration
• As per Snichein's main Terms & Conditions
• Arbitration conducted by single arbitrator
• Venue: Jaipur, Rajasthan
• Governed by Arbitration and Conciliation Act, 1996

10. Limitations and Disclaimers

10.1 Snichein Non-Liability

Snichein is NOT liable for:

• Customer's taste preferences not being met
• Customer allergic reactions (after consumption)
• Customer's personal dislike of product
• Texture, flavor, or consistency preferences
• Storage issues after delivery (customer responsibility)
• Degradation due to improper storage
• Consumption-related issues (health, allergies)
• Third-party manufacturing defects (Snichein not liable)

10.2 Customer Responsibility

You are responsible for:

• ✓ Reading product description before purchase
• ✓ Reviewing ingredients before consuming
• ✓ Checking best-before date immediately upon delivery
• ✓ Proper storage of product
• ✓ Timely return initiation (within 7 days)
• ✓ Maintaining product condition for return
• ✓ Following return shipping procedures
• ✓ Providing accurate return claim information

10.3 Maximum Refund Cap

Refund is limited to: Product purchase price (amount charged) + Applicable taxes + Original shipping cost.

Snichein NOT liable for: Lost profit or business opportunity, inconvenience or frustration, emotional distress, additional purchases made due to product issue, compensation for time/effort spent, punitive or exemplary damages.

Maximum liability = Purchase price of Product only.

11. Special Situations and Scenarios

11.1 Force Majeure Events

During events beyond Snichein's control (natural disasters, pandemics, wars, government actions): Return timelines may be extended. Refund processing may be delayed (not Snichein's fault). Snichein will resume normal operations as soon as possible.

11.2 Promotional Codes and Discounts

• Purchased with promotional code: Refund issued as promotional code value (not cash)
• Purchased at discount: Refund issued at discounted price (not full price)
• Purchased with cash-back offer: Cash-back is forfeited
• Refund details provided at checkout

Example: Original price: ₹500 | Discount applied: ₹100 (using coupon) | You paid: ₹400 | Refund amount: ₹400 (not ₹500)

11.3 Bulk/Gift Orders

• Return policy applies to each unit individually
• If ordering 5 units: Each unit can be returned separately
• Partial returns allowed (e.g., return 2 of 5 units)
• Refund calculated per unit
• Gift recipient or original purchaser can initiate return
• Refund issued to original payment method

11.4 Defective Batch Returns

• Customers can request bulk return/refund for defective batch
• Snichein contacts supplier/manufacturer
• Investigation for systemic defect conducted
• Full batch replacement or refund authorized
• Customers notified of resolution

12. Final Provisions

12.1 Policy Modifications

Snichein reserves the right to modify this Policy by posting updated Policy on Website, sending email notification to registered address, and providing at least 15 days notice for material changes. Your continued use = acceptance of new Policy.

12.2 Policy Interpretation

In case of ambiguity or conflicting interpretation, terms more favorable to customer will apply (unless conflicting with applicable law). Snichein's Grievance Officer makes final interpretation.

12.3 Entire Agreement

This Return and Cancellation Policy, together with Terms and Conditions, Shipping and Delivery Policy, Privacy Policy, and any other referenced documents, constitutes the entire agreement regarding returns, cancellations, and refunds.

12.4 Severability

If any provision is found unlawful or unenforceable, that provision shall be modified to minimum extent necessary. If modification not possible, that provision shall be severed. All remaining provisions remain in full effect.

12.5 Governing Law

• Applicable Laws: Indian Contract Act, 1872 | Consumer Protection Act, 2019 | Consumer Protection (E-Commerce) Rules, 2020 | Food Safety and Standards Act, 2006
• Jurisdiction: Jaipur, Rajasthan
• Dispute Resolution: Arbitration in Jaipur (as per Terms & Conditions)

Quick Reference Guide

Contact Information

For Return/Cancellation/Refund Requests:

• Email: info@snichein.com
• Phone: +91 7296954892
• WhatsApp: +91 7296954892
• Address: Bhamashah Techno Hub, Jaipur, Rajasthan, 302017
• Website: www.snichein.com
• Working Hours: Monday – Friday, 10:00 AM – 6:00 PM IST

This Return and Cancellation Policy has been drafted in compliance with Indian laws as of November 2025. While every effort has been made to ensure accuracy and legal compliance, you are advised to have this policy reviewed by legal counsel if needed. For legal consultation, contact a qualified lawyer in Jaipur or Rajasthan.

By placing an order with Snichein, you accept all terms outlined in this Return and Cancellation Policy. © 2025 Snichein. All Rights Reserved. Snichein™ is a trademark of Snichein.