Refund and Cancellation Policy

SREYANIMTI PRIVATE LIMITED (the "Company"), operating under the brand name Soveh, establishes this policy to govern the cancellation, return, and refund processes for transactions conducted on the Soveh Platform. This policy applies to both our Retail Partners (B2B) and End Customers (B2C).

1. Order Cancellation Protocols

1.1 Pre-Dispatch Cancellation

Users may cancel an order through the Platform interface at any time prior to the order being marked as "Dispatched".
A full refund will be initiated for prepaid orders cancelled before dispatch.

1.2 Post-dispatch Limitations

Once an order has been dispatched or a delivery confirmation has been generated, cancellation is generally not permitted.
In the event of a refusal at the doorstep for non-valid reasons, the Company reserves the right to recover logistics costs from the User.

2. Eligibility For Refunds And Returns

In accordance with our commitment to quality in groceries, cosmetics, electronics, and dairy products, refunds or replacements are strictly limited to the following scenarios:

Damaged Goods: Products received with compromised physical integrity or damaged packaging.
Product Expiry: Items delivered beyond their "Best Before" or "Expiry" date.
Incorrect Delivery: Discrepancies between the items ordered and items delivered (wrong SKU, quantity, or size).
Pre-Dispatch Cancellations: Orders successfully cancelled before leaving the warehouse or partner retail location.

3. Mandatory Reporting Timeline

24-Hour Rule: To maintain the safety and hygiene standards of our supply chain (particularly for dairy and grocery items), all return requests must be formally raised via the Platform or support channels within 24 hours of the recorded delivery time.
Exclusion: Requests submitted after the 24-hour window will not be entertained, as the Company cannot verify the storage conditions of the products once they have left our controlled logistics network.

4. Refund Processing And Timelines

Method of Reimbursement: Approved refunds will be processed through the original payment method used during the transaction (UPI, Bank Transfer, or Digital Wallet).
Timeline: While the Company initiates refunds within 3-5 business days of approval, the actual credit to the User’s account is subject to the processing timelines of the respective payment gateway or banking institution.

5. Non-refundable Circumstances

Refunds and returns will be summarily rejected in the following instances:

Change of Mind: Decisions to return products based on personal preference rather than quality defects.
Tampered Products: Items that have been opened, used, or had their seals/tags removed.
User Error: Orders placed incorrectly by the User (e.g., wrong quantity or variant selected).
Force Majeure Delays: Delivery delays resulting from weather, government mandates, or third-party logistics disruptions are not grounds for a refund.

6. Retailer (B2b) Specific Terms

Pursuant to the Company's powers to manage wholesale trade and distributors, Retailer orders are subject to the following:

Wholesale Bulk Returns: Certain high-volume or perishable categories may be marked as "Non-Returnable" at the time of purchase.
Verification: The Company reserves the right to inspect bulk returns at the Retailer's premises before approving a credit note or refund.

7. Contact And Grievances

For assistance with cancellations or to initiate a return request, please contact:

SREYANIMTI PRIVATE LIMITED
Registered Office: 83, S.P MUKHERJEE ROAD,
Kalighat, Kolkata, WB - 700026

Email: support@soveh.com
Phone: +91 9147209780