Effective Date: 28 October 2026

1. Order Cancellation by Customers
   Customers may request cancellation within 12 hours of placing an order, provided the order has not already been dispatched.

If the order is dispatched before the cancellation request is received, cancellation may no longer be possible. However, customers retain any rights and remedies available under applicable law.

To request cancellation, please contact Nainaa Foods with your order number and registered contact details.

2. Cancellation by Nainaa Foods
   Nainaa Foods reserves the right to cancel an order where a product is unavailable, payment cannot be verified, the delivery location is not serviceable, or another legitimate fulfilment issue arises.

If payment has already been collected, an eligible refund will be initiated through the applicable payment method.

3. Returns of Food Products
   For food safety, hygiene and product integrity reasons, we generally do not accept returns of food products merely because a customer has changed their mind or no longer requires the product.

This restriction does not exclude remedies available for products that are damaged, defective, incorrect, expired, improperly delivered or otherwise eligible for a remedy under applicable law.

4. Damaged, Defective, Incorrect or Expired Products
   If a customer receives a damaged, leaking, defective, incorrect or expired product, they should contact us within 24 hours of delivery, providing:

• Order number and product details.
• Photographs of the product and outer packaging, where available.
• A brief description of the issue.

We will review the complaint and, where appropriate, arrange a replacement, refund or another legally applicable remedy.

Customers should retain the product and packaging until the complaint has been reviewed. Please do not consume a product suspected to be unsafe.

5. Refund Eligibility
   Refunds may be considered for eligible cancellations, non-delivery, unavailable products, damaged or defective products, incorrect deliveries and other circumstances requiring a refund under applicable law.

Approved refunds will generally be initiated within 5–7 working days after approval. The time taken for the amount to appear in the customer’s account may vary depending on the bank, card issuer or payment service provider.

Contact Information
For cancellation, return and refund requests, please contact Nainaa Foods using the contact details published on our website. Please include your order number to help us process the request efficiently.

Refund Method
Where possible, refunds will be made to the original payment method used for the order. If this is not possible, an alternative lawful refund method may be arranged with the customer.

Replacement
Where appropriate and subject to product availability, Nainaa Foods may offer a replacement instead of a refund, with the customer’s agreement and subject to applicable law.

Shipping Charges
Original shipping charges and any return shipping charges will be handled in accordance with the circumstances of the complaint and applicable law. Customers will not be denied a legally required remedy solely because shipping charges were paid.

Non-Delivery and Failed Delivery
If an order is not delivered, is returned to the sender or is marked as delivered despite not being received, customers should contact us for investigation. The appropriate resolution will depend on the circumstances and applicable law.

Nainaa Foods reserves the right to update these policies from time to time. Any updated policy will be published on our website. Nothing in these policies limits a consumer’s rights under applicable Indian law.

Contact Us

For return, replacement or refund-related queries, please contact Nainaa Foods with your order number and relevant details.

Nainaa Foods
No. 23, Chandrakanthi Nagar, Ponmeni,
Madurai, Tamil Nadu – 625016, India.