CANCELLATION, RETURN, REPLACEMENT & REFUND POLICY

Food products require special handling because of their consumable and hygiene-sensitive nature.

Our policy therefore aims to protect both food safety and customer rights.

1 Order Cancellation Before Dispatch

If you wish to cancel an order, contact us as soon as possible at:

wecare@anaajoo.com

If the order has not yet been dispatched, we will make reasonable efforts to cancel it and issue the applicable refund.

Once an order has been dispatched, cancellation may no longer be possible.

2 Change-of-Mind Returns

Because Anaajoo sells food and consumable products, we generally do not accept returns or exchanges merely because a customer:

changes their mind;

no longer wants the product;

ordered the wrong product or quantity;

dislikes a product despite it being correctly supplied and not defective; or

no longer requires the order.

This restriction exists because returned food products generally cannot safely be placed back into saleable inventory.

This provision does not affect remedies available for defective, damaged, incorrect, unsafe, misdescribed or otherwise qualifying products under applicable consumer law.

3 When You May Contact Us for a Replacement or Refund

Please contact us if:

The Product Arrived Damaged

For example, the packaging is substantially torn, leaking, broken or otherwise damaged in transit.

You Received the Wrong Product

The item delivered is different from the item ordered.

An Item Is Missing

One or more products shown in your confirmed order were not included in the shipment.

The Product Was Expired When Delivered

You received a product that had already crossed its applicable expiry/use-by date at the time of delivery.

There Is a Genuine Product Quality Issue

The product appears materially defective, contaminated, unsafe, or materially inconsistent with what was represented or agreed.

The Product Is Not as Described

The product delivered is materially different from the characteristics or features advertised or agreed at the time of purchase.

Other Circumstances Covered by Applicable Law

Nothing in this policy removes any refund, replacement or other remedy that must be provided under applicable Indian consumer protection law.

4 Reporting an Issue

For damaged, wrong or missing items, please contact us preferably within 48 hours of delivery so that we can investigate the shipment promptly.

For a genuine product-quality concern discovered after opening, please contact us as soon as reasonably possible after discovering the issue, preferably within 7 days of delivery.

These reporting periods help us investigate claims and do not override rights that may otherwise be available under applicable law.

Send your complaint to:

wecare@anaajoo.com

Please provide:

your order number;

name and registered mobile number;

name of the affected product;

description of the issue;

clear photographs of the product;

photographs of the outer and inner packaging where relevant;

photograph showing the batch/lot, manufacturing/packing and best-before/expiry information where relevant; and

any other reasonable information necessary for us to investigate.

An unboxing video is helpful where available, but we do not make an unboxing video the sole condition for considering a genuine complaint.

5 Food-Safety Concerns

If you reasonably believe that a product may be unsafe for consumption, do not consume it.

Please retain the product, original packaging and relevant labels until our team has reviewed the complaint or advised you otherwise, unless retaining the product itself poses a safety risk.

6 Assessment of Claims

Once we receive the required information, our team may verify:

order details;

photographs;

batch information;

packing records;

delivery information;

product condition;

relevant quality records; and

other circumstances relating to the complaint.

We may contact you if additional information is reasonably required.

7 Resolution

Where a complaint is found to be eligible, Anaajoo may provide an appropriate resolution including:

replacement of the affected product;

refund of the amount paid for the affected product;

refund of the relevant order amount where appropriate; or

another resolution agreed with the customer and permitted by law.

Where applicable law requires a refund or another particular remedy, Anaajoo will honour that requirement.

8 Return of an Eligible Product

In some cases we may ask for the affected product to be returned for examination.

Where a return is required because of a verified Anaajoo error, defective product, wrong product or other eligible issue attributable to us, we will arrange or bear reasonable return-shipping costs where required.

Please do not send products back without first contacting our customer-care team.

9 Refund Timeline

Once a refund is approved, Anaajoo will initiate it to the original payment method wherever reasonably possible.

Refunds generally reflect within 5–10 business days after initiation, depending on your bank, card issuer, UPI provider or payment service provider.

Anaajoo does not control processing delays caused by banking or payment networks after a refund has been successfully initiated.

10 Cash-on-Delivery Refunds

For eligible Cash-on-Delivery refunds, we may request appropriate bank account or UPI information to process the refund.

Please provide such information only through communication channels authorised by Anaajoo.

11 Refused or Unaccepted Shipments

If a correctly supplied order is refused solely because of change of mind after dispatch, a refund may not be available for food products.

Where legally permissible, applicable shipping and return costs may also be considered.

This does not apply where refusal is due to an eligible problem such as substantial package damage, incorrect goods or another circumstance giving the customer a statutory remedy.

12 Contact

Email: wecare@anaajoo.com

Customer Care: +91 7880299103