At SULOKA, we are committed to maintaining the quality, safety and hygiene of our food products. Due to the perishable and consumable nature of food products, returns, refunds, replacements or exchanges are generally not accepted once an order has been delivered, except in the eligible circumstances mentioned below.
1. NO RETURN / REFUND FOR CHANGE OF MIND
We do not accept returns or provide refunds if:
- The customer changes their mind after delivery.
- The product is no longer required.
- The customer does not like the taste, flavour, aroma, colour or texture of the product.
- An incorrect product or quantity was ordered by the customer.
- The product has been opened, used or partially consumed without any verified quality or manufacturing issue.
2. ELIGIBLE CASES FOR REPLACEMENT / REFUND
A replacement or, where appropriate, a refund may be considered if:
- A wrong product has been delivered.
- The product is received damaged, leaking or materially compromised.
- The product packaging or seal is found tampered with at the time of delivery.
- The product is delivered after its applicable Expiry/Use By date.
- There is a verified manufacturing defect.
- The product is subject to an applicable food-safety recall or other verified safety/non-compliance issue.
3. REPORTING AN ISSUE
For visible damage, leakage, tampered packaging or wrong delivery, customers should contact SULOKA preferably within 48 hours of delivery.
Please provide:
Order ID • Product Name • Clear photographs/video • Batch/Lot Number • Manufacturing/Packing Date • Expiry/Use By/Best Before details • Description of the issue
The original product and packaging should be retained until the complaint has been reviewed.
4. VERIFICATION
All replacement/refund requests are subject to verification. SULOKA may request additional photographs, videos, packaging details or other reasonable information necessary to investigate the complaint.
5. REPLACEMENT
Where a claim is verified and approved, SULOKA may arrange an eligible replacement of the affected product, subject to availability.
If an appropriate replacement cannot be provided, an applicable refund or other remedy may be processed in accordance with the circumstances and applicable law.
6. RETURN OF FOOD PRODUCTS
Customers should not send any product back without prior authorization from SULOKA.
If return of the affected product is required for verification, the customer will be provided with appropriate return instructions.
7. SHIPPING CHARGES
Where the issue is verified as a wrong delivery, manufacturing defect, or damage attributable to SULOKA/the applicable delivery process, reasonable replacement/return shipping arrangements will be communicated to the customer.
Returns initiated merely due to a change of mind are not accepted.
8. REFUND PROCESSING
Where a refund is approved, it will generally be processed to the original payment method, subject to the payment provider/bank’s applicable processing timelines.
9. CANCELLATION BEFORE DISPATCH
An order cancellation request may be considered before the order has been dispatched. Once the order has been processed or dispatched, cancellation may not be possible.
10. CONSUMER RIGHTS
Nothing in this policy is intended to exclude or restrict any rights or remedies available to customers under applicable Indian consumer protection and food-safety laws.
Customer Support:
SULOKA – The World of Purity
Email: info@sulokaelite.com
