Refund Policy

At SGS Vantalu, we carefully prepare and pack our traditional homemade sweets, snacks, pickles and other food products before dispatching them to our customers.

Because many of our products are food items, returns and refunds may be subject to product type, condition, delivery status and the reason for the request.

This Refund Policy explains how we handle cancellations, returns, replacements and refunds for purchases made through the SGS Vantalu website.

Customers may request cancellation of an order before the order has been processed or dispatched.

Once an order has been packed or handed over for delivery, cancellation may no longer be possible.

• Cancellation requests should be made as early as possible.
• Cancellation is subject to the current processing status of the order.
• If an eligible cancelled order has already been paid for, the applicable refund will be processed according to this policy.

Due to the nature of homemade food products, returns may not be accepted for every product or situation.

A return or replacement request may be considered when the product received is damaged, incorrect, defective or otherwise affected during delivery.

If your order arrives damaged, please contact SGS Vantalu as soon as reasonably possible after delivery.

We may ask you to provide photographs or other information showing the condition of the product and packaging.

After reviewing the issue, we may offer an appropriate resolution such as a replacement, refund or another suitable solution depending on the circumstances.

If you receive a product that is different from the product you ordered, please contact us with your order details.

We will review the order and, where the issue is confirmed, work with you to provide an appropriate resolution.

• Keep the received product and packaging.
• Share your order number with our support team.
• Provide photographs if requested.

We take care in preparing and packing our products. If you believe a product has a quality issue, please contact us promptly.

Depending on the nature of the complaint, we may request product photographs, packaging details, batch information or other relevant information to investigate the issue.

If a refund is approved, the refund amount will depend on the specific circumstances of the order and the resolution agreed by SGS Vantalu.

Refunds may be applicable for eligible cancelled orders, approved product issues or other situations where a refund is determined to be appropriate.

The final refund amount may depend on the amount actually paid for the affected product or order.

Where possible, refunds for prepaid orders will be processed through the original payment method or through an appropriate payment mechanism available to us.

The time taken for the refunded amount to appear in your account may depend on the payment provider, bank or financial institution involved.

Refunds or returns may not be available in situations including, but not limited to:

• Change of mind after receiving the product.
• Incorrect address or delivery information provided by the customer.
• Product damage caused after successful delivery due to improper handling or storage.
• Requests made outside the applicable reporting period.
• Products that have been consumed or substantially used, except where the complaint concerns a verified quality or safety issue.
• Any other situation where a refund is not reasonably applicable.

If an order cannot be delivered because of an incorrect address, unavailable recipient, refusal to accept the order or other customer related circumstances, additional delivery or return handling may apply.

Any refund in such circumstances will be considered based on the actual order status, delivery costs and applicable circumstances.

Products purchased as part of a promotional offer, discount, combo or special deal may have specific return or refund conditions.

Where applicable, the terms associated with the particular offer will apply in addition to this general Refund Policy.