Refund policy

Overview

This Return, Refund & Cancellation Policy explains the terms related to cancellations, refunds, replacements, missing items, and damaged/defective products for purchases made from Spicy South, operated by Flirt Kitchen Private Limited, through www.spicysouth.in.

Because we sell food products, returns are generally not possible due to hygiene and safety reasons. That said, we will always support customers in cases of damage, incorrect items, missing items, or quality/safety issues, as outlined below.

By placing an order on www.spicysouth.in, you agree to this policy along with our Privacy Policy, Shipping Policy, and Terms of Service.

Definitions

“Company”, “We”, “Us”, “Our” refer to Flirt Kitchen Private Limited (Spicy South).
“Customer”, “You”, “User” refer to any person placing an order or using our website.
“Products” refer to items sold on www.spicysouth.in.
“Delivery” refers to the order marked delivered by our logistics partner / delivery confirmation.

Order Cancellation

We begin processing orders quickly to ensure timely dispatch and freshness.

Before dispatch: If you contact us immediately after placing the order, we will try to cancel only if the order has not been processed/packed/dispatched.
After dispatch: Orders cannot be cancelled once dispatched.
Refusal of delivery: If a customer refuses delivery after dispatch, we may not be able to offer a refund since food products are hygiene-sensitive and cannot be resold or restocked.

To request a cancellation (where possible), contact us as soon as possible using the details at the bottom of this page.

Returns (Food & Hygiene Policy)

Due to the nature of food products and hygiene/safety standards:

We do not accept returns for delivered products, including “change of mind” cases.

This does not affect your eligibility for a replacement or refund in valid cases like damage, wrong items, missing items, or quality/safety issues.

When You Are Eligible for a Replacement or Refund

You may be eligible for a replacement or refund if any of the following occurs:

Damaged product received (transit damage, leakage, broken seal caused during shipping)
Incorrect product delivered
Missing item(s) in your order
Manufacturing defect or product quality issue
Product appears unfit for consumption at the time of opening (quality/safety concern)

Replacement vs Refund

We may offer a replacement first (where feasible).
If a replacement is not possible (e.g., stock unavailability or serviceability constraints), we will issue a refund to the original payment method.

Reporting Timeline (Important)

To help us resolve quickly, you must report issues within the timelines below:

Damaged / Incorrect / Missing items: Report within 48 hours of delivery
Quality / safety issue noticed on opening: Report immediately upon opening and ideally within 24 hours of delivery (with evidence)

Reports raised beyond these timelines may be harder to validate and may not be approved.

Evidence Required (To Approve a Claim)

To process a replacement/refund request, we may ask for:

Clear photos of the product (including packaging, label, batch/lot number, and expiry)
Photos of the outer box/packaging
A short unboxing video (strongly recommended for fastest resolution)
Any other details required to verify the issue

We may contact you over email/phone for verification.

Resolution Process & Timelines

Once we receive your request with required evidence:

We typically verify and respond within 2–5 business days
Replacement: If approved, we ship a replacement as per serviceability and stock availability
Refund: If approved, refunds are processed to the original payment method
- Refund settlement time depends on your bank/payment provider (usually 5–10 business days after processing)

Non-Eligible Cases

Replacement/refund requests may not be approved if:

The request is raised after the allowed reporting window
The product has been used substantially, tampered with, or stored improperly after delivery
Damage is due to customer handling after delivery
Evidence is not provided or the issue cannot be verified
Claims are made for change of mind, taste preference, or personal dislike (these are not defects)