At Gavathi, every order represents the trust a customer places in us. Our products may include freshly prepared foods, cakes, sweets, dairy products, regional specialties, grains, honey, gifting products, handcrafted bamboo and wooden products, clay products, textiles, kitchenware and other rural-inspired creations. Because these products differ significantly in nature, shelf life and preparation, cancellation, return, replacement and refund eligibility varies by product category. This Policy explains how Gavathi handles these situations fairly and transparently.
- Scope of This Policy
This Policy applies to eligible purchases made directly through Gavathi’s website, mobile application or other official Gavathi ordering channels. Orders placed through third-party marketplaces, delivery applications or other platforms may additionally be governed by the cancellation and refund procedures of the respective platform. Nothing in this Policy limits consumer rights that cannot legally be excluded under applicable law.
PART A – ORDER CANCELLATION
- Cancellation Before Order Confirmation
Where the Platform allows cancellation before Gavathi accepts or begins processing an order, the customer may cancel the order through the available cancellation option. For eligible prepaid cancellations, the amount paid will be refunded through the applicable refund process.
- Cancellation After Order Confirmation
Cancellation availability depends on the type of product and the stage of fulfilment. For standard non-perishable products, cancellation may remain available until processing or dispatch begins. For freshly prepared, perishable, customized or made-to-order products, cancellation may become unavailable once preparation, procurement, customization or production begins.
- Cakes and Fresh Bakery Products
Cakes and certain bakery products are prepared specifically for an order. Cancellation eligibility therefore depends on whether preparation has started. Where production has not begun, Gavathi may accept cancellation. Once ingredients have been committed, baking has begun, decoration has started or customization has commenced, full cancellation or refund may not be available except where required by law or Gavathi is unable to fulfil the order.
- Customized and Personalized Orders
Customized products may include personalized cakes, name or photo cakes, special-design cakes, engraved bamboo or wooden boxes, personalized gift boxes, printed messages, poems and greeting cards, customized packaging, corporate-branded products and made-to-order artisan products. Once customization or production begins, such orders ordinarily cannot be cancelled merely because the customer changes their mind. This does not affect remedies available for defective, damaged, incorrect or materially non-conforming products.
- Dairy and Highly Perishable Products
Fresh dairy products such as curd, buttermilk, lassi, shrikhand, basundi and other highly perishable items may not be cancellable after preparation or packing begins. This restriction exists because these products have limited shelf lives and cannot ordinarily be placed back into saleable inventory after preparation for a particular order.
- Gavathi Cancellation
Gavathi may cancel an order where fulfilment becomes impossible or inappropriate because of product or ingredient unavailability, quality-control failure, payment failure, incorrect pricing caused by a technical error, an unserviceable delivery location, suspected fraud, regulatory restriction, severe weather, operational emergency, safety concerns or
events beyond Gavathi’s reasonable control. Where Gavathi cancels an eligible prepaid order, the amount collected for the cancelled item or order will be refunded.
PART B – RETURNS
- Perishable Food Products
For food-safety reasons, perishable food products ordinarily cannot be physically returned after successful delivery merely because of a change of mind. This may include cakes, pastries, fresh sweets, dairy products, fresh food, certain chocolates, temperature-sensitive products and other short-shelf-life items. Customers remain eligible to raise a complaint where a product was damaged, spoiled, incorrect, unsafe, materially different from the order or otherwise deficient.
- Packaged Food Products
Unopened packaged foods such as eligible grains, dry fruits, snacks, honey and similar products may qualify for replacement or refund where the wrong product was delivered, packaging was materially damaged, the seal was broken before delivery, the product leaked, was contaminated, expired at delivery, unsafe or had a material quality defect. Gavathi may request reasonable evidence before approving the remedy.
- Non-Food Products
Eligible non-food products may include bamboo products, wooden products, clay products, kitchenware, dinnerware, textile products, garments, handicrafts, and home and lifestyle products. Where a return is available for a non-defective product, the item must ordinarily be unused, unwashed, undamaged and returned with its original accessories, labels and packaging. Product-specific return periods, where applicable, will be displayed on the product page or order details.
PART C – DAMAGED PRODUCTS
- Product Damaged During Delivery
If a product reaches the customer materially damaged, the customer is requested to contact Gavathi as soon as reasonably possible after delivery. Useful evidence includes photographs of the outer package and damaged product, shipping label, order number and a description of the issue. Depending on the circumstances, Gavathi may provide a replacement, partial refund, full refund or another appropriate remedy.
- Damaged Cake
If a cake arrives materially damaged because of handling or transportation, customers are requested to photograph the cake and packaging promptly. Examples include a collapsed cake, severe tilting, materially destroyed decoration, breakage or packaging failure causing material damage. Minor movement or small decorative variations that do not materially affect the product may not qualify for a full refund. Gavathi evaluates each case according to the extent of damage and circumstances of delivery.
- Melted or Temperature-Damaged Product
Where a temperature-sensitive product arrives materially melted, spoiled or otherwise unsuitable because required delivery conditions were not maintained, Gavathi will investigate the issue. An eligible claim may result in replacement, refund or another appropriate remedy. This does not apply where deterioration occurs after successful delivery because supplied storage instructions were not followed.
PART D – WRONG OR MISSING ITEMS
- Wrong Product Delivered
If Gavathi delivers a product different from the product confirmed in the order, please contact customer support promptly. Gavathi may arrange replacement or refund depending on the product and circumstances.
- Missing Product
If one or more paid products are missing from an order, Gavathi will verify packing and delivery information. Once confirmed, Gavathi may deliver the missing product or refund the amount attributable to the missing product.
- Missing Components
Where an order includes a cake, candle, greeting card, poem, gift item, accessory or reusable packaging component and a paid or expressly included component is missing, Gavathi may deliver the missing component or provide an appropriate refund or credit depending on the circumstances. Complimentary items may be treated differently unless they formed a material part of an advertised offer.
PART E – QUALITY ISSUES
- Spoiled Food
If food appears spoiled at the time of delivery, do not consume it. Contact Gavathi promptly and provide available evidence. Gavathi may investigate batch information, preparation records, storage records, delivery timeline, temperature controls, packaging condition and other relevant quality information. Where the complaint is validated, an appropriate replacement or refund will be provided.
- Foreign Object or Food-Safety Concern
If you discover a suspected foreign object, contamination or other serious food-safety concern, stop consuming the product and contact Gavathi immediately. Where practical, retain the product and original packaging safely until Gavathi provides further instructions. Such complaints receive priority review.
- Taste Preferences
Taste is subjective. A refund ordinarily will not be issued solely because a customer personally dislikes the taste, sweetness, spice level, texture or flavour where the product was correctly prepared and matches its description. A materially abnormal taste, spoilage, incorrect product or significant preparation error may qualify for review.
PART F – NATURAL AND HANDCRAFTED PRODUCTS
- Natural Variation Is Not Automatically a Defect
Gavathi uses materials including bamboo, wood, clay, leaves, fabric and other natural materials. Natural materials can differ in grain, shade, texture, pattern, minor surface markings, handmade finishing and natural colour. Reasonable natural variation is not considered a defect.
- When Natural Packaging Is Considered Damaged
A bamboo, wooden, clay or other reusable package may qualify as damaged where it has a material functional defect such as a significant crack, broken hinge, broken locking mechanism, major structural deformation, unusable lid, significant transport damage or another failure preventing normal intended use. Minor natural grain differences or reasonable handmade variation ordinarily do not qualify as damage.
- Clay Products
Because clay is naturally breakable, customers are requested to inspect clay products at delivery. If a clay container arrives cracked or broken, contact Gavathi promptly with photographs. Validated transit-damage claims may qualify for replacement or refund.
PART G – DELIVERY ISSUES
- Late Delivery
Gavathi works to deliver orders within the communicated delivery window. Where a delivery is materially delayed, Gavathi will evaluate the circumstances, including the nature of the product and impact of the delay. Where the delay materially affects a time-sensitive product or defeats the purpose of the order, the customer may be eligible for an appropriate remedy in accordance with applicable law.
- Customer Unavailable at Delivery
Customers are responsible for providing the correct delivery address, contact number, appropriate delivery instructions and availability to receive temperature-sensitive or perishable products. Where delivery cannot be completed because the customer is unavailable or supplied information is incorrect, refund eligibility may be limited, particularly for perishable or customized products. Gavathi will consider the circumstances fairly.
- Incorrect Address Provided by Customer
Customers are responsible for checking the delivery address before confirming an order. If an incorrect address is supplied, contact Gavathi immediately. Address changes are possible only where operationally feasible. Additional delivery costs may apply where rerouting is possible.
- Delivery to Reception, Security or Authorized Person
Where the customer authorizes delivery to reception, security personnel, a neighbour, colleague or another person at the specified location, delivery to that authorized recipient may be treated as successful delivery. Subsequent storage and handling become the responsibility of the customer or recipient, subject to applicable law and the circumstances of the case.
PART H – PAYMENT ISSUES
- Payment Deducted but Order Not Created
If money is debited but an order is not successfully created, the transaction may automatically reverse according to the payment provider or banking system. If the amount is not reversed within the applicable processing period, contact Gavathi with the transaction reference. Gavathi will assist in verifying the transaction.
- Duplicate Payment
If the same successful order is accidentally charged more than once, the verified duplicate amount will be refunded. 29. Failed Payment
A failed payment does not create a confirmed order unless Gavathi subsequently confirms receipt of payment and accepts the order. Any amount temporarily debited for a failed transaction may be reversed by the bank or payment provider according to its processing timelines.
PART I – REFUND PROCESS
- Refund Method
Approved refunds are generally returned to the original payment method used for the transaction. Where this is not technically possible, Gavathi may provide another lawful refund method after appropriate verification.
- Full Refund
A full refund may be provided where appropriate, including where Gavathi cancels the entire prepaid order, the complete order is not delivered, a delivered product is materially defective and a refund is the appropriate remedy, the wrong order is delivered and cannot reasonably be replaced, or another circumstance requires a full refund under applicable law.
- Partial Refund
A partial refund may be appropriate where only one item in a multi-item order is affected, a paid component is missing, part of the product is damaged, only part of the order is cancelled, or the circumstances justify a proportionate remedy.
- Refund Processing Time
Once Gavathi approves a refund, it will be initiated promptly. The time required for the refunded amount to appear in the customer’s account may vary according to the bank, card network, UPI provider, wallet or payment gateway. The customer will receive relevant refund information where available.
PART J – REPLACEMENTS
- Replacement Instead of Refund
Depending on the nature of the complaint, Gavathi may offer replacement where it provides an appropriate remedy. The customer can be informed of the available remedy before resolution. Nothing in this provision limits a refund or other remedy where required by applicable law.
- Replacement Availability
Replacement depends on product availability, production time, delivery location, product shelf life, customization and urgency of the original order. Where replacement is not reasonably possible, another appropriate remedy may be offered.
PART K – CUSTOMIZED AND EVENT ORDERS
- Personalized Cake Errors
If Gavathi makes a material personalization error, for example an incorrect name, message, agreed design element or flavour, the customer may raise a complaint. If the customer supplied incorrect personalization information and Gavathi reproduced that information correctly, the order ordinarily does not qualify for a refund on that basis.
- Customer-Approved Designs
For products requiring customer approval of artwork, engraving, corporate branding or other design details, production based on an approved design is considered fulfilment of the approved specification. Errors introduced by Gavathi after approval remain eligible for review.
- Event-Specific Orders
Birthday, anniversary, wedding, festival and corporate-event products can be highly time-sensitive. Gavathi gives special consideration where a delay or fulfilment failure materially defeats the purpose of an event-specific order.
PART L – CORPORATE AND BULK ORDERS
- Bulk Orders
Bulk and corporate orders may have separate cancellation and refund terms communicated in the quotation, purchase order or commercial agreement. These may include non-refundable deposits, production milestones, design approval deadlines, quantity commitments, customized packaging costs and cancellation charges. Specifically agreed commercial terms govern the transaction to the extent they differ from this general Policy, subject to applicable law.
PART M – INTERNATIONAL ORDERS
- International Cancellations
International orders may become non-cancellable after export documentation, production, customs processing or international dispatch begins. Applicable conditions will be communicated during the order process where appropriate.
- International Shipping Damage
Customers receiving an internationally shipped product with material transit damage are requested to provide photographs of the outer shipping package, shipping label, inner packaging and damaged product. Gavathi will evaluate the claim together with the relevant logistics provider where necessary.
- Customs Delay
Gavathi – Cancellation, Return, Replacement & Refund Policy Page 5
Customs processing is controlled by government authorities and may be outside Gavathi’s direct control. Gavathi does not guarantee customs-clearance timelines. Where a shipment cannot be completed, Gavathi will determine refund or reshipment eligibility based on the reason, recoverability of the shipment, product type, applicable duties and applicable law.
- Customs Duties and Import Taxes
Refund treatment of customs duties, import taxes or brokerage charges depends on who collected the amount and the rules of the destination country. Amounts paid directly to government authorities, couriers or customs brokers may need to be claimed from the relevant party and may not be refundable by Gavathi.
- International Shipment Rejected by Customer
Where an international shipment is refused without a Gavathi-related defect or fulfilment error, shipping, customs, return logistics and product-loss costs may be deducted from any refund where legally permitted. Perishable products may not have recoverable value after refusal.
PART N – CLAIM VERIFICATION
- Evidence for a Claim
Depending on the issue, Gavathi may request the order number, registered mobile number or email, photographs, an unboxing video where available, product label, batch number, delivery packaging, description of the problem or transaction reference. An unboxing video can help resolve disputes quickly but is not treated as the only acceptable proof where other reasonable evidence establishes the issue.
- Fraudulent Claims
Gavathi reserves the right to reject claims supported by fabricated evidence, deliberately damaged products, manipulated photographs or other fraudulent conduct. Repeated abuse of refund or replacement facilities may result in account restrictions, subject to applicable law.
PART O – EXCEPTIONS
- Situations Normally Not Eligible for Refund
Subject always to applicable consumer rights, refunds ordinarily are not available solely because the customer changed their mind after a perishable or customized order entered production; disliked a correctly described flavour; natural bamboo or wood grain differed slightly from photographs; a handmade product contains reasonable artisan variation; the customer provided incorrect personalization or delivery information; a perishable product deteriorated after successful delivery because storage instructions were not followed; the product was used, damaged or altered after delivery; or a delay or failure resulted solely from customer unavailability. Each complaint may nevertheless be reviewed according to its individual circumstances.
PART P – HOW TO REQUEST A REFUND OR REPLACEMENT 48. Contact Gavathi
Gavathi Customer Support
Email: contact@gavathi.com
Phone: +91 9876543210
Website/App: My Orders – Select Order – Report an Issue
Please provide the order number and a clear description of the issue.
- Complaint Review
After receiving a complaint, Gavathi may follow this process: Receive Complaint – Verify Order – Review Evidence – Investigate Production/Delivery – Determine Eligibility – Replacement/Refund/Other Resolution. Customers will be informed of the resolution through the available communication channel.
PART Q – GRIEVANCE REDRESSAL
- Escalation
If you are dissatisfied with the initial resolution, you may escalate the complaint through Gavathi’s grievance mechanism.
Email: contact@gavathi.com.
Address: Nagpur, Maharashtra, India-441106.
Gavathi handles grievances according to applicable Indian law.
PART R – POLICY UPDATES
- Changes to This Policy
Gavathi may update this Policy as products, services, delivery models, technology or legal requirements evolve. The latest version will be displayed on the Gavathi Platform together with the Last Updated date. The policy applicable to an order will be determined according to applicable law and the terms communicated for that transaction.
Our Commitment
Gavathi is built around more than delivering a product. We want every order – from a freshly prepared sweet to a handcrafted bamboo creation – to reach the customer with the quality, authenticity and care associated with our brand. When something genuinely goes wrong, Gavathi takes responsibility and works toward a fair resolution.