Return & Refund Policy

Refund & Replacement Policy

Effective Date: November 2026

At Snekua, we take immense pride in crafting authentic, high-quality snacks prepared and packaged under strict food safety conditions[cite: 2]. Because our items are perishable consumables, we follow a practical policy designed to protect food hygiene while ensuring you never pay for a damaged or defective package[cite: 2].

1. Perishable Food Items & Return Policy

Due to standard food safety regulations and hygiene protocols, we do not accept physical returns of opened or delivered food items.

Once a jar or pouch leaves our fulfillment facility, it cannot be safely reintroduced into inventory. However, if your order arrives damaged, defective, or incorrect, we will promptly issue a replacement or refund as detailed below.

2. What Qualifies for a Refund or Free Replacement

You are entitled to a full replacement or refund in any of the following circumstances:

  • Damaged in Transit: The outer shipping box, inner container, or safety seal arrived broken, crushed, or compromised.
  • Wrong Item Delivered: You received a different flavor, variant, or pack size than what was confirmed on your invoice.
  • Missing Products: An item listed in your confirmed order was missing from the delivered parcel.
  • Quality Issues: Any manufacturing anomaly reported within the claim window with verifiable batch details.

3. 48-Hour Claim Window & Proof Required

To help us investigate issues quickly with our courier and packaging teams, any issue must be reported within 48 hours of delivery.

How to initiate a claim:

  1. Email us at the.snekua@gmail.com .
  2. Provide your Order ID and contact phone number.
  3. Attach 2–3 clear photos or a short video showing the outer shipping label, damaged outer carton, and the inner product seal/container.

Note: An uncut unboxing video is strongly recommended for rapid verification of transit damage and missing items.

4. Processing & Refund Timelines

  • Replacements: Once verified, a replacement order is dispatched within 24 to 48 business hours with fresh tracking details.
  • Prepaid Orders: Approved refunds are credited directly back to the original payment method (UPI, Card, Net Banking) within 5–7 business days, subject to bank processing times.
  • Cash on Delivery (COD) Orders: Refunds for verified COD parcels are transferred directly via secure UPI or NEFT bank transfer upon receiving your account details.

5. Order Cancellation

Because our kitchen batches and packs fresh consignments daily, cancellations are only accepted before the package is dispatched (typically within 6 hours of placing the order).

Once a shipment has been handed over to the courier partner and an AWB tracking code is generated, the order cannot be cancelled in transit.

Need Assistance with an Order?

Our customer care team is available to assist you Monday through Saturday (10:00 AM – 7:00 PM IST):

Brand: Snekua

Email: the.snekua@gmail.com

WhatsApp / Call: +91 890893398

Operating Address: 1717, Bidharapelly, Ichapur, North 24 Parganas, West Bengal - 743144, India