Return & Refund Policy

At AARUVA, customer satisfaction is at the heart of everything we do. We take pride in the quality and freshness of every product we send out. However, we understand that sometimes things may not go as planned — and we want to make it right for you.

Please read this policy carefully before placing your order, as it outlines the conditions and process for returns and refunds.

1. Our Commitment to Quality

Every AARUVA product goes through quality checks before being packed and dispatched. We use hygienic preparation methods, airtight packaging, and trusted courier partners to ensure your order arrives in perfect condition.

If there is ever an issue with your order, we encourage you to reach out — we are always willing to work towards a fair resolution.

2. When Returns Are Accepted

Due to the perishable nature of food products, we follow a limited but fair return policy. We accept return or replacement requests only in the following cases:

  • The product arrived visibly damaged or broken (e.g., cracked jar, burst seal, crushed packaging)
  • The wrong product was delivered (different product or flavour from what was ordered)
  • The product is significantly different from its description on the website
  • The product received is expired or has a manufacturing defect

We do not accept returns for the following reasons:

  • Change of mind or taste preference after opening the product
  • Minor variation in colour, texture, or spice level (natural variation in handmade products)
  • Damage caused by improper storage after delivery
  • Requests raised after 48 hours from the date of delivery

3. How to Raise a Return or Refund Request

If your order falls under an accepted return case, please follow these steps:

  1. Contact us within 48 hours of receiving your order
  2. Reach us via WhatsApp (+91 XXXXXXXXXX) or email (hello@aaroma.in)
  3. Provide your Order ID, full name, and registered phone number
  4. Attach clear photographs of the damaged or incorrect product, including the packaging and label
  5. Briefly describe the issue in your message

Once we receive your request, our team will review it within 1–2 business days and get back to you with a resolution.

4. Resolution Options

Depending on the nature of the issue, we will offer one of the following resolutions:

4.1 Replacement

We will dispatch a fresh replacement product at no additional cost to you. Replacements are processed within 1–3 business days of approval and shipped using our standard delivery timelines.

4.2 Refund

If a replacement is not feasible (e.g., stock unavailability or international order), we will issue a full or partial refund depending on the situation.

4.3 Store Credit

In some cases, we may offer store credit equivalent to the product value, which can be used on your next order.

The resolution option offered will be at AARUVA’s discretion based on the circumstances of each case. We always aim to be fair and reasonable.

5. Refund Process & Timeline

  • Refunds are processed only after the return request has been reviewed and approved by our team
  • Approved refunds will be credited to your original payment method (UPI, bank account, or card)
  • Refund processing time: 5–7 business days after approval
  • For cash-on-delivery orders, refunds will be processed via bank transfer — please share your bank account details when raising the request
  • Shipping charges are non-refundable unless the return is due to our error (wrong or defective product)

6. Products That Cannot Be Returned

The following products are strictly non-returnable once opened:

  • All pickle products (Avakaya, Gongura, Tomato, Lemon) — once the seal is broken
  • Snack products (Karas Bundi, Banana Chips, Ragi Laddu) — once opened
  • Products purchased during special sale or discounted events, unless defective
  • Gift hampers and customised orders, unless a defective product is included

7. Order Cancellations

Cancellation Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us immediately via WhatsApp or email. If the order has not yet been processed, we will cancel it and issue a full refund within 5–7 business days.

Cancellation After Dispatch

Once an order has been dispatched, it cannot be cancelled. You may, however, raise a return request upon delivery if the product falls under an accepted return case.

Cancellation by AARUVA

In rare cases, AARUVA may cancel an order due to stock unavailability, payment issues, or suspected fraudulent activity. In such cases, a full refund will be processed within 5–7 business days and you will be notified immediately.

8. International Orders

For international orders, please note:

  • Return shipments are not accepted for international orders due to customs and logistics complexities
  • For damaged or wrong products, we will offer a refund or store credit after reviewing photographic evidence
  • Customs duties or taxes paid by the customer are non-refundable in any circumstances
  • Please ensure you are aware of import regulations in your country before placing an order

9. Dispute Resolution

If you are unhappy with our resolution and feel your issue has not been addressed fairly, please write to us at info@AARUVA.in with the subject line ‘Escalation – [Your Order ID]’. Our senior team will review your case and respond within 3 business days.

We value every customer and are committed to resolving disputes in good faith. We believe that honest communication goes a long way — and we are always willing to listen.