Effective date: 9 October 2026
We want every Chettuva order to arrive in good condition and match what was ordered. This Policy explains when an order can be cancelled and how we handle problems with packaged food products.
Food-safety rule: Because our products are food items, we cannot accept a return or exchange merely because you changed your mind, disliked the taste, ordered the wrong quantity, or no longer want the product after delivery. This does not affect remedies for a damaged, unsafe, expired, incorrect or materially defective product.
1. Cancelling before dispatch
You may request cancellation at no charge before the order is dispatched. Contact us as soon as possible at chettuva@hotmail.com or +91 9847160717 and provide your order number and registered phone number or email address. A cancellation is confirmed only when we acknowledge it. If the parcel has already been handed to the courier, cancellation may no longer be possible because returned food cannot safely be restocked.
2. Cancellation by Chettuva
We may cancel an order before dispatch if a product is unavailable, payment is not confirmed, the address is unserviceable, information appears incorrect, fraud is suspected, or fulfilment becomes unlawful or impracticable. If we cancel a prepaid order, we will initiate a full refund to the original payment method.
3. Problems eligible for review
Contact us within 48 hours of delivery if:
- the parcel or product arrived damaged, leaking, open or visibly tampered with;
- the product delivered is different from the product or pack size ordered;
- an item is missing from the parcel;
- the product was expired on delivery or does not have the required date or label information; or
- the product has a material quality or safety defect that was present when delivered.
Do not consume a product that appears damaged, contaminated, tampered with, expired or unsafe. Keep the product, inner packaging, courier packaging and shipping label until we finish reviewing the claim.
4. Information needed for a claim
Send the following to chettuva@hotmail.com or the customer-care number:
- your order number, name and registered phone number;
- a short description of the problem;
- clear photographs or an unedited unboxing video showing the outer parcel, shipping label, product, seal, batch/date information and the issue; and
- any other reasonable information needed to confirm delivery and assess the claim.
Evidence helps us resolve claims quickly, but we will consider the circumstances fairly and will not refuse a valid legal remedy solely because a particular form of evidence is unavailable.
5. Resolution options
After reviewing an eligible claim, we may offer a replacement, refund for the affected item, or another remedy agreed with you. Availability, the nature of the problem and applicable law will be considered. If a return is necessary for verification, we will provide instructions; do not send food products back without approval.
6. Refund timing and method
For an approved prepaid refund, Chettuva will initiate the refund to the original payment method within 5 business days. Your bank or payment provider may require a further 5–7 working days to display the credit. Delivery charges will also be refunded when the entire order was cancelled before dispatch, was not delivered, or the full order qualifies for a remedy. Partial-order refunds normally cover only the affected item unless law requires otherwise.
7. Failed or duplicate payments
If payment fails but money is debited, or if you are charged twice for the same order, send us the order number, payment reference, date and amount. Do not send card details, bank passwords, UPI PINs or one-time passwords. We will check our records and coordinate with the payment processor where needed. A failed transaction may be automatically reversed by your bank or payment provider.
8. Failed delivery and return to origin
If delivery fails because the address or contact details supplied were incorrect, the recipient was repeatedly unavailable, or the parcel was refused without an eligible reason, the parcel may be returned to us. Because returned food cannot normally be restocked, any reshipment or refund will be assessed case by case after considering product condition, courier charges and applicable law. We will not impose a cancellation charge unless it reflects a cost that we actually bear and the charge is permitted by law.
9. Consumer rights
This Policy does not limit any remedy available under applicable consumer-protection or food-safety law. If a complaint is not resolved through customer care, you may use the grievance process described on our Contact Us page.
10. Contact
Email chettuva@hotmail.com or call/WhatsApp +91 9847160717. Please include the order number so we can locate the transaction quickly.