Last updated 26 August 2026
This policy explains when an order can be cancelled and how Petals & Nuts reviews damaged, incorrect, missing or otherwise eligible product claims, replacements and refunds.
Cancelling before dispatch
You may request cancellation before the order is dispatched. Contact us as soon as possible with the order number and the email or phone used at checkout. A request is not complete until we confirm that fulfilment has been stopped.
If the order has not entered an irreversible packing or dispatch stage, we will cancel it and initiate a full refund of the captured prepaid amount, including the delivery charge paid for that cancelled order.
After dispatch
An order cannot normally be cancelled after it has been handed to the courier. Please do not refuse a parcel without first speaking with our support team, because food safety, return-to-origin charges and product condition can affect refund eligibility.
If we approve an in-transit cancellation or the parcel returns to us, any refund is processed only after the returned parcel is received and inspected. Delivery or return costs may be deducted when the cancellation is not caused by our error.
Issues eligible for review
We will review a replacement or refund request when a product is delivered damaged, leaking, visibly tampered with, expired, materially defective, incorrect, or missing from the parcel, or when a prepaid shipment is confirmed lost in transit.
Approval depends on timely notice, the available evidence, product condition and verification against packing, inventory and courier records.
Non-returnable products
For hygiene, safety and quality reasons, opened or used food, beverage and personal care products cannot be returned merely because of preference, taste, aroma, expected natural variation or a change of mind.
A request may also be declined when the product has been consumed, altered, improperly stored, returned without approval, or damaged after delivery. This exclusion does not apply to a verified defect, incorrect product, expiry, tampering or other issue for which applicable law provides a remedy.
How to report an issue
Contact us within 48 hours of delivery for a damaged, leaking, tampered, incorrect or incomplete order. Provide the order number, affected product, a description of the issue, and clear photographs of the product, batch or expiry label, inner packaging and outer parcel. An unedited opening video may help us verify transit damage or missing contents.
Keep the product, invoice, labels and all packaging until we confirm the next step. Do not send a parcel back without written instructions, as unauthorised returns may not reach the correct facility or qualify for reimbursement.
Review and resolution
We aim to acknowledge a complete claim within 2 business days and ordinarily complete the initial review within 3–5 business days. We may request additional images, arrange collection, or consult the courier or product team before deciding the claim.
For an approved claim, we may offer a replacement, replacement of the missing item, store credit where you agree, or a full or partial refund appropriate to the affected product and issue. Your statutory rights are not limited by this list.
Refund method and timing
Approved prepaid refunds are sent to the original payment method. Where that is not technically possible, or for an eligible cash-on-delivery refund, we may request verified bank or UPI details through an appropriate secure support process.
We aim to initiate an approved refund within 2 business days after the resolution is confirmed. Razorpay, another payment provider or your bank will then process the credit; it typically appears within 7–10 working days after initiation, but the exact timing is controlled by the provider and banking network.
Delivery charge refunds
If the complete order is cancelled before dispatch, confirmed lost, or returned because of our error, an approved full refund includes the delivery charge paid for that order. If only one product in a delivered multi-product order is affected, the refund will normally cover that product and any directly attributable charge rather than the full original delivery fee.
Failed or duplicate payments
A failed payment may temporarily appear as a debit and then be automatically reversed by the bank or payment provider. If an order was not created, or you believe the same order was charged twice, contact us with the amount, date, payment reference and checkout email or phone.
Do not send a card number, CVV, UPI PIN, banking password or OTP. We will verify the transaction status and initiate any refund that is due. Provider or bank reversals can take 7–10 working days to appear.
Cancellation and refund support
Email petalsnuts@gmail.com or call +91 70064 42295 for a cancellation, replacement or refund request. Include your order number and contact us from the email address or phone number used at checkout whenever possible so we can verify the request safely.