Refund & Cancellation Policy
Effective Date: [Insert Date]
At SweetMe, we aim to provide high-quality products and ensure that every order reaches you safely and accurately. Since our products are food items, returns and refunds are subject to the conditions mentioned below.
1. Order Cancellation
Customers may request cancellation of an order before it has been processed or shipped.
To request a cancellation, please contact us as soon as possible with your order number and registered contact details.
Once an order has been packed or shipped, cancellation may not be possible.
If a cancellation request is accepted and payment has already been made, the eligible amount will be refunded through the applicable payment method.
2. Returns
Due to the nature of our food products, we generally do not accept returns of food products once they have been delivered.
However, we may provide a replacement or refund in eligible cases such as:
- Product received damaged
- Wrong product received
- Product missing from the order
- Product received in an incorrect quantity
- Product received in a condition that makes it unsuitable for consumption
Any request will be reviewed based on the specific circumstances of the order.
3. Damaged Products
If your order arrives damaged, please:
- Take clear photographs of the outer packaging and the damaged product.
- Record an unboxing video, where possible.
- Contact us as soon as possible after delivery.
- Provide your order number and the required photographs/videos.
Our team may review the provided information before approving a replacement or refund.
4. Wrong or Missing Products
If you receive a product different from what you ordered, or an item is missing from your package, please contact us as soon as possible.
Please provide:
- Order number
- Photograph of the received package
- Photograph of the product received, where applicable
- Details of the missing or incorrect item
After verification, we may provide a suitable replacement or refund for the affected item.
5. Refund Eligibility
A refund may be considered in situations including:
- Approved order cancellation
- Damaged product
- Wrong product delivered
- Missing product
- Other eligible issues confirmed by SweetMe
Refund eligibility will be determined after reviewing the relevant order details and supporting information.
6. Refund Processing
Once a refund is approved, we will initiate the refund through the applicable payment method or process.
Refunds may take approximately 5–7 business days to reflect in your account, depending on the payment provider or bank.
The actual time taken for the refund to appear may vary and is outside SweetMe's direct control.
7. Replacement
Where a replacement is approved, SweetMe will make reasonable efforts to dispatch the replacement product at the earliest possible opportunity.
Replacement timelines may vary depending on product availability and delivery location.
If the requested product is unavailable, SweetMe may offer an alternative resolution, such as a refund.
8. Non-Returnable Situations
A return, replacement, or refund may not be provided where:
- The customer simply changes their mind after delivery
- The product has been opened, consumed, or partially consumed, except where required by applicable law
- The product was damaged after delivery due to improper handling or storage by the customer
- Incorrect delivery information was provided by the customer
- The customer is unavailable to receive the order after reasonable delivery attempts
- The complaint is made after an unreasonable period from delivery without sufficient evidence
- The issue does not qualify under our refund or replacement conditions
9. Delivery Refusal
Customers are requested not to refuse delivery without contacting SweetMe first.
If an order is refused or returned to us due to an incorrect address, customer unavailability, or other customer-related reason, any refund will be considered after reviewing the circumstances and applicable shipping or return costs.
10. Promotional Products and Offers
Products purchased using promotional offers, discounts, coupons, or special campaigns may be subject to additional terms.
Where applicable, refund or replacement amounts may be calculated based on the actual amount paid for the affected product.
11. How to Request a Refund or Replacement
To request a refund or replacement, please contact us with:
- Order number
- Customer name
- Registered mobile number or email address
- Details of the issue
- Relevant photographs/videos
- Any other information requested by our support team
Email: [Insert Official Email Address]
Phone/WhatsApp: [Insert Contact Number]
12. Policy Changes
SweetMe reserves the right to update this Refund & Cancellation Policy from time to time.
Any changes will be published on this page with an updated Effective Date.
SweetMe
Email: [Insert Official Email Address]
Phone: [Insert Contact Number]
Address: [Insert Business Address]
Last Updated: [Insert Date]