Refund policy

Return and Refund Policy

Effective date: 21 July 2026

This Return and Refund Policy applies to orders placed through www.aditisweets.in, operated by Saxena Horizon Collective Private Limited, trading under the brand name Aditi Sweets.

In this policy, "Aditi Sweets", "we", "us" and "our" refer to Saxena Horizon Collective Private Limited. "Customer", "you" and "your" refer to the person placing the order.

1. Perishable and hygiene-sensitive products

Our mithai, namkeen, savouries, gift boxes and other food products are perishable and hygiene-sensitive. For food-safety and hygiene reasons, products cannot ordinarily be returned or exchanged after delivery. We do not accept ordinary returns, exchanges or refunds for:

  • A change of mind;
  • Personal taste, sweetness, flavour or texture preferences;
  • An item or quantity ordered incorrectly by the customer;
  • Minor or natural variations in the colour, size, shape, garnish or presentation of handcrafted products;
  • Seasonal or reasonable changes in outer packaging that do not change the product ordered;
  • Products opened, consumed or partly consumed for reasons unrelated to a genuine quality complaint;
  • Products stored, refrigerated or handled contrary to the instructions supplied with the product;
  • Products consumed after their stated best-before period;
  • Delivery failure caused solely by an incorrect or incomplete address, incorrect PIN code, incorrect contact number, unavailable recipient or refusal to accept the parcel; or
  • Any other reason unrelated to a damaged, defective, unsafe, incorrect, missing or materially misdescribed product.

Nothing in this policy limits any right or remedy that cannot lawfully be excluded.

2. No customer cancellation after an order is placed

Once payment has been successfully completed and an order number or order confirmation has been generated, the order cannot be cancelled by the customer.

This rule applies because procurement, preparation, production, allocation of inventory or packing may begin immediately after an order is received.

A customer-requested cancellation will therefore not be accepted merely because:

  • The customer changed their mind;
  • The customer ordered the wrong product or quantity;
  • The recipient no longer requires the order;
  • The customer found the product at another price; or
  • The customer will not be available to receive the parcel.

Customers must review the products, quantities, delivery address, recipient details and contact information carefully before completing payment.

This no-cancellation rule does not apply where:

  • Aditi Sweets cancels the order;
  • Aditi Sweets cannot fulfil the order;
  • Delivery is unavailable to the supplied location and this was not disclosed before the order was accepted;
  • Payment was collected more than once because of a verified technical error;
  • The product qualifies for a remedy under this policy; or
  • A refund or cancellation is otherwise required under applicable law.

3. Issues eligible for review

Please contact us where:

  1. The parcel or product arrived damaged, crushed, leaking, open or visibly tampered with;
  2. The product appeared spoiled, contaminated, stale beyond reasonable expectations or unfit for consumption when delivered;
  3. An incorrect product was delivered;
  4. One or more paid items were missing from the parcel;
  5. The product was materially different from its description or from the product ordered;
  6. The product had expired or did not have a reasonable usable shelf life when delivered;
  7. The order was not delivered or was confirmed as lost in transit;
  8. Aditi Sweets cancelled the order or could not fulfil it;
  9. The parcel was returned because delivery to the supplied PIN code was not serviceable, where the customer had entered the address correctly; or
  10. The product was delivered materially later than a specifically committed delivery date, except where the delay resulted from force majeure, an event outside our reasonable control or an act or omission of the customer or recipient.

A general estimated delivery period is not the same as a specifically guaranteed or committed delivery date.

4. Reporting an issue

A visible issue involving damage, tampering, leakage, an incorrect item or a missing item should be reported within 24 hours of delivery.

Where an issue could not reasonably have been discovered immediately, please contact us as soon as reasonably possible after discovering it.

Reports may be submitted through:

Email: orders@aditisweets.in
Phone and WhatsApp: +91 88888 11544

Please include:

  • Your order number;
  • The name and contact number used for the order;
  • A clear description of the issue;
  • A photograph of the complete outer parcel;
  • A photograph showing the shipping label;
  • Photographs of the internal packaging;
  • Clear photographs of the affected product; and
  • Any other information reasonably required to investigate the issue.

An unboxing video may help us assess the condition in which the parcel was received, but an unboxing video is not mandatory and will not be treated as the only acceptable evidence.

A delay in reporting may make it more difficult to verify how or when an issue occurred. However, the 24-hour reporting period does not remove a customer's rights where those rights cannot lawfully be excluded.

5. Food-safety concerns

Do not consume a product that appears contaminated, spoiled, tampered with or otherwise unsafe.

Where reasonably possible, retain the affected product, label and packaging until we have reviewed the complaint.

Where retaining an unsafe or leaking product would be unreasonable, please dispose of it safely after taking clear photographs and providing the requested information.

Aditi Sweets may request additional information where reasonably necessary to investigate a food-safety or quality complaint.

6. Verification of a claim

We will assess each claim using the information provided, relevant order records, packing records, product information and delivery-provider records.

A claim may be declined where the available information reasonably indicates that:

  • The product was delivered correctly and in acceptable condition;
  • The complaint relates only to personal taste or preference;
  • The issue resulted from storage or handling after delivery;
  • The product was consumed after its best-before period;
  • The customer supplied an incorrect or incomplete delivery address;
  • The customer or recipient refused or failed to accept delivery;
  • The complaint concerns a natural and reasonable variation in a handcrafted product; or
  • The evidence supplied is materially inconsistent with the order or delivery records.

We will not reject an otherwise genuine complaint solely because an unboxing video is unavailable.

7. Available remedies

Where a claim is verified, Aditi Sweets will provide one of the following remedies:

  1. Replacement of the affected product; or
  2. Refund of the applicable amount.

A replacement and refund will not both be provided for the same affected product.

The appropriate remedy will be determined based on:

  • The nature and seriousness of the issue;
  • Product availability;
  • Whether a safe and timely replacement can be delivered;
  • The customer's reasonable preference;
  • The portion of the order affected; and
  • Applicable legal requirements.

Where a replacement is unavailable, unsuitable or cannot reasonably be delivered, an approved refund will be issued.

Where applicable law entitles the customer to a refund, a replacement will not be used to remove or restrict that entitlement.

8. Replacement orders

An approved replacement will be sent without an additional product or delivery charge.

The replacement may be limited to the product or quantity affected by the verified issue.

Where the entire order is affected or rendered unusable, the remedy may apply to the complete order.

A replacement is subject to:

  • Product availability;
  • Delivery serviceability;
  • Applicable shelf-life and food-safety requirements; and
  • A reasonable delivery period.

Unless we specifically instruct otherwise, customers should not courier or send a food product back to us.

9. Refund amount

Where only one product or part of an order is affected, the refund will ordinarily be limited to the amount paid for the affected product or quantity.

A full-order refund may be provided where:

  • The entire order was not delivered;
  • The complete parcel was materially damaged or contaminated;
  • The whole order was rendered unsafe or unusable;
  • Aditi Sweets cancelled the entire order; or
  • Aditi Sweets was unable to fulfil the entire order.

Discounts applied to an order will be allocated proportionately when calculating a refund for an individual product.

10. Shipping-charge refunds

Original shipping charges will ordinarily be refunded where:

  • Aditi Sweets cancelled the entire order;
  • The entire order was not delivered;
  • The entire shipment was lost in transit;
  • The complete order qualified for a refund because of a verified issue; or
  • The order was returned because the delivery location was not serviceable despite the customer supplying correct information.

Where only one product in a larger successfully delivered order is affected, the original shipping charge will not ordinarily be refunded unless the circumstances reasonably justify it.

No replacement-shipping charge will be imposed for an approved replacement.

11. Orders cancelled or not fulfilled by Aditi Sweets

We may occasionally be unable to fulfil an order because of:

  • Product unavailability;
  • A food-safety or quality concern;
  • Delivery-service restrictions;
  • An incorrect published price or product listing;
  • A payment-verification issue;
  • A technical or operational error; or
  • Another circumstance making fulfilment impossible or unlawful.

Where Aditi Sweets cancels or cannot fulfil an order after payment has been received, we will:

  • Offer an alternative product only with the customer's express approval; or
  • Refund the amount paid for the unavailable product.

Where the entire order is cancelled by Aditi Sweets, the full amount paid, including applicable shipping charges, will be refunded.

We will not substitute an unavailable product without the customer's consent.

12. Wedding, corporate, bulk and customised orders

Wedding, corporate, bulk and customised orders may involve:

  • Special production;
  • Advance procurement of ingredients;
  • Customised boxes or packaging;
  • Printing of names, messages, dates or logos;
  • Special labels or inserts; or
  • Dedicated allocation of production capacity.

Once such an order has been confirmed and the applicable advance or payment has been received, it cannot be cancelled by the customer.

Specific commercial terms may also be stated in the written quotation, invoice or order confirmation. Those terms will apply to the customised aspects of the order.

This restriction does not affect remedies where:

  • Aditi Sweets cannot fulfil the confirmed order;
  • The delivered products are defective, unsafe, incorrect or materially different from the approved order;
  • Personalisation materially differs from the final artwork or text approved by the customer; or
  • A refund is otherwise required under applicable law.

Where Aditi Sweets cancels a customised order, any amount paid for work or products that will not be supplied will be refunded.

13. Refund method and processing time

Approved refunds will be initiated to the original payment method used for the order.

Aditi Sweets will normally initiate the refund within two business days after the claim or refund is approved.

After initiation, the bank, card issuer, UPI provider or payment gateway may require an additional five to seven business days, or occasionally longer, to reflect the amount in the customer's account.

Aditi Sweets does not offer Cash on Delivery. Therefore, refunds will not ordinarily be processed in cash, by manual bank transfer or to a payment method different from the one originally used.

Where the original payment method is no longer capable of receiving a refund, we will contact the customer to arrange an appropriate verified alternative.

14. Complaint reference and tracking

Every formal complaint submitted under this policy will be assigned a complaint reference number.

Customers should quote this reference number in further emails, calls or WhatsApp messages concerning the complaint.

The complaint status may be requested by contacting us through:

Email: orders@aditisweets.in
Phone and WhatsApp: +91 88888 11544

Our Grievance Officer will:

  • Acknowledge receipt of a consumer complaint within 48 hours; and
  • Seek to resolve the complaint within one month from the date it is received.

A replacement or refund may be completed sooner where the issue can be verified promptly.

15. Grievance Officer

Name: Mr. Wasim Bari
Designation: Manager, Aditi Sweets
Email: orders@aditisweets.in
Phone and WhatsApp: +91 88888 11544

16. Business information

Legal entity: Saxena Horizon Collective Private Limited
Brand and trading name: Aditi Sweets
Registered and principal business address:
20B, Suruchi Nagar
Kotra Sultanabad Road
Bhopal - 462003
Madhya Pradesh, India

GSTIN: 23ABTCS4023N1ZX
PAN: ABTCS4023N
Website: www.aditisweets.in
Customer-care email: orders@aditisweets.in
Phone and WhatsApp: +91 88888 11544

17. Statutory rights

Nothing in this policy is intended to exclude, waive or restrict any right or remedy available under applicable consumer-protection, food-safety, ecommerce or other law.

Where any part of this policy conflicts with a mandatory legal requirement, that legal requirement will apply to the extent of the conflict.