Refund Policy

1. Cancelling before dispatch

You can cancel your order at any time before it is dispatched. Email us at info@syppd.com with your order number. Once we confirm the cancellation, we refund the full amount you paid, including shipping and any cash on delivery advance.

We usually dispatch within one to two business days, so please cancel as early as you can.

2. Cancelling after dispatch

Once your parcel is with the courier we cannot recall it, so we cannot cancel the order at that point. You have two options. You can accept the delivery and then contact us if there is a problem with it. Or you can refuse the delivery when the courier arrives, in which case the parcel comes back to us.

If you refuse a prepaid delivery, we refund the product value once the parcel reaches us in resalable condition, but we cannot refund the shipping charge, because that cost has already been incurred.

3. Changing your address or your order

Tell us before dispatch and we will do our best to change the delivery address, correct a phone number or swap a flavour. After dispatch, the address is locked with the courier and we cannot change it. Please double check your address and PIN code at checkout.

4. Why we do not accept ordinary returns

We sell consumable food products in sealed sachets. For food safety and hygiene reasons and because we cannot verify how a pack has been stored once it leaves our control, we are not able to accept returns of packs that have been opened, partly used, or simply no longer wanted. Everything in the next section is our responsibility and we take it seriously.

5. When we will replace or refund

We will replace your order free of charge, or refund you in full, including shipping, if any of these apply:

The pack or the sachets arrived damaged, torn, punctured or leaking
You received the wrong flavour or the wrong pack
Sachets are missing from the pack or an item is missing from your order
The outer seal was tampered with before it reached you
The product is past its best before date or arrives with less than 15 days of shelf life remaining
The product is clearly defective, for example it has separated, smells off or does not match how we describe it

You choose the outcome. Tell us whether you want a replacement or a refund and that is what we will do.

6. How to raise it

Write to info@syppd.com within forty eight hours of delivery with:

Your order number
What went wrong, in a line or two
Photos of the outer shipping box, the label on it, the product pack and the batch and best before printed on the pack
A photo of the specific issue, for example the leak, the damage or the wrong flavour

An unboxing video helps a great deal and settles most claims immediately, so we recommend recording one, but it is not compulsory. Please keep the packaging until we have resolved the matter, as our courier may occasionally need to inspect it. We will get back to you within 2 business days with a decision.

We report packaging and quality issues back to our production team, so telling us actually makes the product better.

7. What we cannot help with

To be straight with you, here is where we have to say no:

You did not enjoy the taste. Flavour or is subjective and we cannot resell an opened food product. Talk to us anyway, because we want the feedback and we may be able to help you find a flavour that suits you better.
The pack is opened or partly used, other than in the situations listed in section five
The issue is reported more than forty eight hours after delivery
The delivery failed because the address, PIN code or phone number you gave us was wrong or incomplete
You were unreachable across the courier's delivery attempts
The product was stored incorrectly after delivery, for example in direct heat or sunlight, against the instructions on the pack
The product was bought from a marketplace, a retail store or any seller other than us, in which case please raise it with that seller
The product was a free sample, a promotional gift or an item received at an event

8. Free gifts and items in a bundle

If you cancel or return an order that included a free gift or a promotional item, please return the gift too, or its value will be adjusted from your refund. If you return part of a bundle and the remaining items no longer qualify for the bundle price, we will recalculate the refund at the regular price of the items you kept.

9. How and when you get your money back

Once we approve a refund, we process it within 2-5 business days. After that, how long it takes to reach you depends on your bank or payment provider:

Prepaid orders are refunded to the original payment method and usually appear within five to seven business days of us processing them
Cash on delivery orders are refunded by bank transfer or UPI, so we will ask you for those details. These usually appear within five to seven business days
If you prefer, we can issue store credit instead, which is available to use immediately

We will email you when the refund is processed, with a reference number. If it has not reached you within ten business days of that email, send us the reference and we will chase your bank with you.

10. Failed deliveries and parcels that come back to us

If a parcel is returned to us because it could not be delivered, we will contact you. If the failure was on our side or the courier's, we reship at our cost or refund you in full. If it was because of an incorrect address, an unreachable phone number or a refused delivery, we can either refund the product value less the shipping cost we incurred or reship it once you pay the shipping charge again. The choice is yours.

11. When we cancel an order

Sometimes we have to cancel, for example if we are out of stock, if your payment did not go through, if your PIN code is not serviceable, if there was a pricing error on the site, or if we suspect fraud or unauthorised resale. If that happens we tell you as soon as we know and refund you in full, including any advance you paid.