Refund policy

Refund and Replacement Policy

At Ganguram Sweets, customer satisfaction and product quality are important to us. Since many of our products are fresh, handmade and perishable food items, refund and replacement requests are reviewed carefully based on product condition, delivery status, order status and applicable food safety considerations.

1. Refund Support Contact

For refund, replacement, cancellation, damaged product, missing item, incorrect item, delivery issue or order-related concern, customers may contact us at:

Ganguram Sweets | Beadon Street
Address Line 1: 123/2, Acharya Prafulla Chandra Road opposite Scottish Church Collegiate School
City: Kolkata
State: West Bengal
Postal Code: 700006
Country: India

Full Address: 123/2, Acharya Prafulla Chandra Road opposite Scottish Church Collegiate School, Kolkata, West Bengal 700006, India

Phone: +919073096322
Email: ganguramonline@gmail.com

Customer support hours: Monday to Sunday, 9:00 AM – 9:00 PM IST

2. Refund and Replacement Request Window

Refund or replacement requests must be raised within 12 hours of receiving the order. Requests made after this period may not be accepted, especially for fresh or perishable food products.

Customers should contact us as soon as possible after receiving the order if there is any issue with the product, packaging, quantity, delivery or order fulfilment.

3. Valid Reasons for Refund or Replacement

A refund, replacement or suitable resolution may be considered in the following cases:

Incorrect item delivered.
Missing item from the confirmed order.
Product received in damaged condition.
Product quality issue, such as the product being spoiled or unfit for consumption at the time of delivery.
Order not delivered due to a verified service or fulfilment issue from our side.

4. Information Required from Customer

To help us review the request, customers may be asked to provide:

Order number.
Registered phone number or email address.
Clear photographs of the product and packaging.
Details of the issue reported.
Delivery date and time, where relevant.

Ganguram Sweets may require reasonable supporting information before approving a refund, replacement or other resolution.

5. Cases Where Refund May Not Be Approved

Refunds or replacements may not be approved in the following cases:

Request raised after 12 hours of delivery.
Product consumed, partly consumed, mishandled, or stored incorrectly after delivery.
Subjective taste preference, provided the product is fresh and within its stated shelf life.
Incorrect delivery address, incorrect phone number, unavailable recipient, or failed delivery due to customer-side issues.
Issues caused by delayed consumption or improper storage after successful delivery.
Delay caused by weather, traffic, public holidays, strikes, natural disasters, courier network disruption or circumstances beyond reasonable control.

6. Product Replacement

If a replacement is approved, the customer may receive a replacement of the same product. If the same product is unavailable, an equivalent product may be offered after consultation with the customer.

Replacement availability depends on product stock, delivery location, pincode serviceability and product suitability for shipment.

7. Return Shipping and Refund Responsibility

Due to the fresh and perishable nature of many Ganguram Sweets products, physical return of food products may not always be required or accepted. Refund or replacement decisions are based on order details, photographs, product condition, packaging condition, delivery status and applicable food safety considerations.

If the issue is due to an incorrect item, damaged product, missing item, or approved product quality concern, Ganguram Sweets may arrange a replacement, refund, or suitable resolution after verification.

If a return shipment is specifically requested by Ganguram Sweets for an approved case, the return method and responsibility for return shipping will be communicated to the customer. For customer-side issues such as incorrect address, unavailable recipient, delayed consumption, improper storage, or subjective taste preference, refund, replacement, or return shipping support may not be approved.

8. Refund Processing Time

Once a refund is approved by Ganguram Sweets, we aim to initiate the refund within 1 - 2 business days.

After initiation, the payment gateway or bank may take approximately 7 - 10 business days to credit the amount to the original payment method, depending on the payment provider and banking process.

Refunds are normally processed to the original payment method used for the order, unless another legally acceptable method is agreed or required.

9. Delivery and Shipping Reference

Standard delivery time for eligible orders is 2 - 5 working days, depending on product availability, delivery location, courier serviceability and processing time.

Fresh sweets and local-delivery products may be available only in Kolkata or selected serviceable pincodes. PAN-India shipping is available only for eligible packed, tinned, dry, or tagged products.

10. Customer Support

For any refund, replacement, cancellation, delivery, or order-related concern, please contact:

Ganguram Sweets | Beadon Street
123/2, Acharya Prafulla Chandra Road opposite Scottish Church Collegiate School, Kolkata, West Bengal 700006, India