Last updated: 1 May 2026
At AKY Family, we stand behind the quality of every order. Because we sell perishable food products (nuts and dry fruits), our refund policy is shaped by both food-safety considerations and your right as a consumer to receive what you ordered.
1. When you can request a refund or replacement
You are eligible for a refund or replacement if:
- The product arrived damaged (broken seal, torn pouch, leakage).
- You received the wrong product or wrong quantity.
- The product is past its best-before date on arrival.
- The product shows clear signs of spoilage (off-smell, rancidity, mould, infestation) within the freshness window.
2. When refunds are not available
- The product was opened or partially consumed and is otherwise as described.
- You changed your mind after the order was shipped.
- Issues are reported more than 72 hours after delivery.
- Damage was caused by storage at your end (e.g., exposure to humidity or heat after delivery).
- You provided an incorrect or incomplete delivery address.
3. How to raise a request
- Email akyfamilynuts@gmail.com within 72 hours of delivery.
- Include your order number, the issue, and clear photographs of the product, packaging, and shipping label (mandatory for damage and spoilage claims).
- Do not discard the product until we confirm the resolution — we may need to inspect it.
4. Resolution options
Once your claim is verified, you may choose one of:
- Replacement of the affected item, shipped at our cost.
- Store credit equal to the value of the affected item, valid for 6 months.
- Refund to the original payment method.
5. Refund timelines
- Approval: within 3 business days of receiving your complaint and supporting photos.
- Processing: we initiate the refund within 2 business days of approval.
- Bank credit: 5–10 business days from initiation, depending on your bank or card issuer (UPI refunds are usually instant).
You will receive an email and Razorpay notification at each step.
6. Cancellations before shipping
If your order has not yet been packed, write to us at akyfamilynuts@gmail.com with your order number and we will cancel the order and refund 100% of the amount. Once the order has been handed to our courier, the cancellation policy no longer applies — only the refund/replacement terms above.
7. Failed deliveries
If a delivery fails because the address was incorrect, the recipient was unreachable, or the package was refused, we will attempt redelivery once. If the second attempt also fails and the parcel is returned to us:
- If the order was prepaid, we refund the product cost less the actual courier charges.
- If you would like the order resent, you will be invoiced for fresh shipping charges.
8. Contact
Refund queries: akyfamilynuts@gmail.com. We acknowledge all emails within 24 working hours.