Return, Refund & Replacement Policy

Because honey, hing and other food products are consumable items, we generally do not accept returns or exchanges merely because a customer has changed their mind, ordered the wrong product, or does not like the taste, colour, aroma or natural consistency of a product.

However, this does not affect any rights or remedies available to consumers under applicable law.

We may provide replacement / refund where:

• The product received is damaged during transit.
• The product received is materially different from the product ordered.
• The wrong product or quantity was delivered.
• The package is received in a materially tampered, leaking or damaged condition.
• The product is defective or otherwise not fit for consumption.
• The product is expired at the time of delivery.
• There is another legitimate issue covered by applicable consumer or food-safety law.

To report an issue:

Please contact us as soon as reasonably possible after delivery and preferably within 48 hours of receiving the order.

Please provide:

• Order number
• Customer name and contact number
• Description of the issue
• Photographs/videos of the outer package
• Photographs/videos of the product
• Batch/lot number
• Relevant expiry/best-before information
• Any other information reasonably required to investigate the complaint

For food-safety complaints, please do not consume the product further and retain the product, packaging and batch information until we advise you otherwise.

Damaged Package

If the package appears visibly damaged, leaking or tampered with at the time of delivery, customers are encouraged to:

• Take photographs/videos before opening, where reasonably possible.
• Notify the delivery partner where appropriate.
• Contact Atavi immediately.

We will review the matter and provide an appropriate remedy where the claim is verified.

Wrong Product

If you receive a product different from the product ordered, please contact us with the order details and photographs. Subject to verification, we may arrange a replacement or refund.

Refunds

Approved refunds will generally be processed to the original payment method used for the transaction, subject to the payment gateway/bank processing timelines.

The time taken for the amount to reflect in the customer's account may depend on the relevant bank, card issuer, UPI provider or payment gateway.

Non-Returnable Situations

A return/replacement request may not be accepted where:

• The product has been opened, consumed or substantially used, except where the complaint relates to a genuine quality, safety, defect or incorrect-product issue.
• The issue is solely a change of mind.
• The customer ordered the wrong product or quantity.
• The product was improperly stored after delivery contrary to the instructions on the packaging.
• The complaint is based solely on normal natural variation in honey's colour, aroma, taste, thickness or crystallisation.
• Required evidence is not provided where reasonably necessary to verify the complaint.

Nothing in this policy is intended to exclude or restrict rights available to consumers under applicable law.

Exchange Policy

Due to the nature of food products, routine product exchanges are generally not available.

Where an exchange/replacement is legally required or approved because of a damaged, defective, incorrect or otherwise eligible product, Atavi may arrange a replacement of the same product or provide another appropriate remedy.