Refund policy

Cancellation and Refund Policy

At SweeterTruth Ventures Pvt. Ltd. ("SweeterTruth", "we", "us", "our"), we want you to be completely satisfied with every order placed through sweetertruth.com (the "Platform"). This Cancellation and Refund Policy explains how you can cancel an order, report an issue with a product you have received, and seek a refund or replacement.

Because we sell food-grade sugar products intended for human consumption, certain hygiene and food-safety rules apply to returns. Please read this policy carefully before placing your order.

Order Cancellations

  • Cancellation requests will only be considered if the request is made within 24 hours of placing the order.
  • A cancellation request may not be entertained if the order has already been communicated to the seller / merchant listed on the Platform and the process of shipping has been initiated, or if the product is already out for delivery.
  • In such an event, you may choose to reject the product at your doorstep at the time of delivery.
  • To request a cancellation, contact us by email at consumer@sweetertruth.com or on WhatsApp at +91 8866725293 with your order number.

Damaged or Defective Items

  • In case of receipt of damaged or defective items, please report the issue to our customer service team within 2 days (48 hours) of receipt of the products.
  • Your request will be entertained once the seller / merchant listed on the Platform has checked and determined the same at its own end.
  • To help us process your claim quickly, please share your order number along with clear photographs or a short video of the outer packaging, the product and the batch details.

Product Not as Described

  • If you feel that the product received is not as shown on the Platform or not as per your reasonable expectations, you must bring it to the notice of our customer service team within 2 days (48 hours) of receiving the product.
  • Our customer service team will look into your complaint and take an appropriate decision.

Returns and Exchanges

As our products are consumable food items, we do not offer returns or exchanges on the grounds of change of mind, incorrect selection at the time of ordering, or personal taste preference.

Returns, replacements or refunds are offered only in the following circumstances, and only where the issue is reported within 2 days (48 hours) of delivery:

  • The product delivered is damaged or leaking in transit.
  • The product delivered is defective, tampered with, or the manufacturer's seal is broken on arrival.
  • An incorrect product, variant or quantity has been delivered.
  • The product delivered is expired or is within an unreasonably short period of its "best before" date at the time of delivery.

To become eligible for a return or a replacement, all of the following conditions must be met:

  • The item must be unused, unopened and in the same condition in which you received it.
  • The item must be in its original packaging, with all seals, labels, batch codes and tags intact.
  • Items purchased on sale, on clearance, or as part of a promotional or combo offer may not be eligible for return or exchange.

Items that have been opened, partially used or consumed cannot be returned or exchanged for hygiene and food-safety reasons, except where the item is established to be defective or unfit for consumption.

How to Raise a Return or Exchange Request

To place a return or exchange request for an eligible product, send us an email at consumer@sweetertruth.com or message us on WhatsApp at +91 8866725293, quoting your order number and the reason for the request.

You agree that there may be a certain category of products or items that are exempted from returns or refunds. Such categories of products would be identified to you at the time of purchase.

For accepted return or exchange requests, once your returned product is received and inspected by us, we will send you an email to notify you about receipt of the returned item. If the request has been approved after the quality check at our end, your return or exchange will be processed in accordance with this policy.

Products Covered by a Manufacturer Warranty

In case of complaints regarding products that come with a warranty from the manufacturer, please refer the issue directly to the manufacturer.

Refunds

  • In case of any refunds approved by SweeterTruth Ventures Pvt. Ltd., it will take 5–7 business days for the refund to be processed to you.
  • Approved refunds are credited to the original payment method used at the time of purchase. Cash on delivery orders, where applicable, will be refunded to a bank account nominated by you.
  • Once processed from our end, the time taken for the amount to reflect in your account depends on your bank or payment provider and is beyond our control.
  • Shipping charges, where levied, are not refundable.

Contact Us

For any question relating to a cancellation, return, replacement or refund, please reach out to us:

  • Company: SweeterTruth Ventures Pvt. Ltd.
  • Email: consumer@sweetertruth.com
  • Phone / WhatsApp: +91 8866725293
  • Address: 503, Asopalav Avenue, Nana Mava Road, Rajkot, Gujarat – 360005, India
  • Website: sweetertruth.com

Customer care is available on WhatsApp and email · Monday to Saturday, excluding public holidays.