Refund Policy
Effective Date: July 2026
At Pongalur SAS, we are committed to delivering fresh, high-quality traditional sweets, savouries, pickles, podis, cookies, and other food products. Customer satisfaction is important to us, and we strive to ensure that every order meets our quality standards. Since our products are perishable food items, our refund policy has been designed to maintain product safety and quality.
1. Order Cancellation
Orders may be cancelled only before they are processed or dispatched. Once an order has been packed or handed over to the delivery partner, cancellation requests cannot be accepted.
2. Refund Eligibility
Refunds will be considered only in genuine situations such as receiving a damaged product, receiving an incorrect product, or if the order cannot be delivered due to circumstances beyond our control. Customers are requested to report such issues within 24 hours of receiving their order along with clear photographs and relevant order details for verification.
3. Non-Refundable Items
Due to the perishable nature of food products, we do not accept returns or provide refunds for products that have been opened, consumed, improperly stored, or damaged after delivery. Refund requests based on personal taste preferences or changes of mind will also not be eligible.
4. Refund Process
Once your request has been reviewed and approved, the refund will be processed through the original payment method used during the purchase. The time required for the refund to reflect in your account may vary depending on your bank or payment service provider.
5. Damaged or Incorrect Products
If you receive a product that is damaged during transit or different from what you ordered, please contact our customer support team immediately with photographs of the product and packaging. After verification, we will arrange an appropriate refund or replacement based on the situation.
6. Shipping Charges
Shipping charges are generally non-refundable unless the refund is due to an error made by Pongalur SAS, such as sending the wrong product or failing to deliver the order.
7. Policy Updates
Pongalur SAS reserves the right to modify or update this Refund Policy at any time without prior notice. Any changes will be published on this page along with the updated effective date.
8. Contact Us
If you have any questions regarding our Refund Policy or require assistance with a refund request, please contact Pongalur SAS through our Contact page or visit any of our branches. Our customer support team will be happy to assist you.
