SmartGreen Aquaculture · Refund & Replacement Policy
SMARTGREEN AQUACULTURE
REFUND & REPLACEMENT POLICY
Effective date: 05 January 2026 · Version 1.0
This Policy forms part of our Terms & Conditions. It is written specifically for fresh, chilled and frozen fish and seafood.
1. Our approach to perishable food
1.1 Fish and seafood are highly perishable and depend on an unbroken cold chain. For food-safety reasons we cannot operate a general "change-of-mind" return system where a product is taken back after delivery and resold.
1.2 This does not mean "no refunds". If something is genuinely wrong with your order, we will make it right. Your rights under the Consumer Protection Act, 2019, the Sale of Goods Act, 1930 and the Food Safety and Standards Act, 2006 are fully preserved.
2. Eligibility at a glance
|
Situation |
Eligible for remedy? |
Usual remedy |
|
Wrong product delivered |
Yes |
Replacement or full refund |
|
Missing item |
Yes |
Deliver missing item or refund it |
|
Verified short weight |
Yes |
Refund/adjust the shortfall or replace |
|
Damaged / leaking / tampered or broken-seal packaging |
Yes |
Replacement or refund |
|
Product spoiled or unsafe at delivery |
Yes |
Replacement or full refund |
|
Delivered outside validated safe temperature |
Yes |
Replacement or full refund |
|
Delivery delay materially affecting safety/quality |
Yes |
Replacement or full refund |
|
Product materially different from description |
Yes |
Replacement or refund |
|
Product recalled for safety |
Yes |
Refund or replacement |
|
Product delivered after its use-by date |
Yes |
Replacement or full refund |
|
Failed payment (amount debited) |
Yes |
Reversal/refund |
|
Duplicate payment / incorrect billing |
Yes |
Refund of excess |
|
Undisclosed substitution |
Yes |
Replacement, refund or correction |
|
Change of mind / taste preference |
No* |
- |
|
Improper storage after delivery |
No* |
- |
|
Consumed/discarded before we can investigate |
No* |
- |
|
Minor natural variation (colour, shape, fat, pieces) |
No* |
- |
|
Occasional pin bones (risk disclosed) |
No* |
- |
|
Not following storage/thawing/cooking/use-by instructions |
No* |
- |
|
Damage after delivery / refusal without a valid defect |
No* |
- |
* Subject to your statutory rights and to any genuine food-safety or latent-defect issue, which we always investigate.
3. Eligible complaint categories
3.1 We investigate and provide an appropriate remedy for: wrong product; missing product; verified short weight; damaged, leaking, tampered or broken-seal packaging; product appearing spoiled or unsafe at delivery; product delivered outside validated safe temperature; a delay that materially affects safety or quality; product materially different from description; recalled product; product delivered after its use-by date; failed payment where money was debited; duplicate payment or incorrect billing; undisclosed substitution; and packaging missing legally required information where this affects safe use or traceability.
4. Non-eligible categories
4.1 The following generally do not qualify, unless the law requires otherwise or a genuine food-safety issue exists: change of mind; taste preference; failure to refrigerate/freeze promptly or improper storage after delivery; leaving the product unattended after authorised delivery; consuming or discarding the whole product without giving us a reasonable opportunity to investigate; minor natural variation in colour, shape, thickness, fat or skin; a different number of pieces where the correct net weight was delivered; occasional pin bones where the risk was disclosed; failure to follow storage, thawing, cooking or use-by instructions; damage caused after delivery; and refusal of delivery without a valid defect.
4.2 We will never apply this list to reject a genuine food-safety complaint automatically.
5. When to report
5.1 Because the products are perishable, please report problems quickly:
-
Urgent food-safety concerns (spoilage, abnormal odour, leakage, broken seal, temperature or cold-chain concern): as soon as possible, and ideally within 1 hour of delivery.
-
Other issues (wrong item, missing item, short weight, wrong billing): on the day of delivery / within 24 hours [CONFIRM NON-URGENT WINDOW].
5.2 Reporting within these windows helps us investigate while evidence is fresh. It does not remove your rights for hidden defects or issues you could not reasonably have found at delivery.
6. Information and reasonable evidence
6.1 To investigate quickly, we may ask for: your order number and registered phone number; photographs of the product and of the outer and inner packaging; the product label, batch or lot number; a photograph of the weighing scale for short-weight claims; a temperature reading if you have one; a description of the smell, appearance or texture; and, where possible, the remaining product for inspection.
6.2 An unboxing video is welcome but never the sole mandatory evidence.
7. If you cannot provide a video
7.1 If you have no unboxing video, we will still assess your complaint using other credible evidence, including: time-stamped photographs; our delivery-partner records; packaging photographs; product label and batch information; your written description; temperature records; scale photographs for weight claims; inspection of the returned product; and whether we have received similar complaints from the same batch.
8. Food-safety and cold-chain complaints
8.1 If you believe a product is unsafe or the cold chain was broken, do not consume it. Isolate and retain the package where safe, tell us immediately, and we will investigate on priority (see clause 16). A substantiated serious food-safety issue is remedied by refund or replacement without requiring you to accept store credit.
9. Damaged, leaking or tampered packaging
9.1 If packaging is damaged, leaking, swollen or the seal is broken or tampered at delivery, report it at handover and to Customer Care with photographs. We will replace or refund the affected product.
10. Wrong product
10.1 If you receive a different product from what you ordered, we will replace it or issue a full refund for the affected item.
11. Missing item
11.1 If an item is missing from your order, we will deliver it or refund it, together with associated taxes.
12. Short-weight claims
12.1 If a weighed product is materially below its declared net weight (beyond the stated tolerance), send a photograph of the product on a scale. We will refund/adjust the shortfall or replace the item.
13. Spoilage or abnormal odour
13.1 If a product appears spoiled or has an abnormal odour on opening within its use-by date and when stored as instructed, do not consume it; retain it where safe and report it. We will investigate and provide a replacement or refund for a substantiated issue.
14. Temperature-related concerns
14.1 If a product arrives outside the validated safe temperature range, report it at handover. We will replace or refund it. Do not consume a product you reasonably believe was temperature-abused.
15. Material difference from description
15.1 If a product is materially different from its description (not mere natural variation), we will replace it or refund it.
16. Minor natural variation (not a defect)
16.1 Natural variation in colour, shape, thickness, fat distribution, skin pattern and piece count (where the correct net weight is supplied) is normal for fish and is not a defect.
17. Bones and pin bones
17.1 Fish products may contain occasional bones or pin bones despite careful deboning; this is disclosed on the page and pack and is not, by itself, a defect. Please inspect before consumption.
18. Improper storage after delivery
18.1 We cannot be responsible for spoilage caused by failure to refrigerate/freeze promptly or by improper storage after delivery.
19. Partial refunds
19.1 Where only part of an order is affected, we refund or replace the affected item and its associated taxes, without requiring you to return unaffected products.
20. Full refunds
20.1 We issue a full refund (product price, associated taxes and, where clause 24 applies, delivery fee) where the whole order is unusable, we delivered the wrong order, we cancelled the order, a delivery failure by us made the product unsafe, or no product was successfully delivered.
21. Replacement conditions
21.1 Replacement is subject to product availability and cold-chain feasibility. If a like-for-like replacement is not possible in time, we offer a refund or, with your agreement, a rescheduled delivery.
22. Store credit - only with your agreement
22.1 We offer store credit only where you knowingly choose it. It never replaces a refund you are owed under law or for a substantiated serious food-safety issue.
23. Collection or safe disposal of unsafe products
23.1 Where investigation requires it and it is safe and practical, we may collect the affected product (please keep it stored as instructed). You are not required to transport a potentially unsafe product. Where collection is not practical, we will guide you to retain, isolate or safely dispose of the product after we have gathered sufficient evidence.
24. Delivery fees and taxes
24.1 We refund the delivery fee in full where the whole order is unusable, we delivered the wrong order, we cancelled the order, our delivery failure made the product unsafe, or nothing was delivered. Where only one item in a larger, usable order is affected, or the issue did not relate to delivery, or you caused a failed delivery, the delivery fee may be partly refunded or not refunded. Taxes are adjusted in line with the refunded amount and applicable GST rules (via a credit note where required).
25. Refund method
25.1 Refunds are made to your original payment method (UPI, card, net banking or wallet). For cash-on-delivery orders (if introduced), approved refunds are made to your verified bank account or UPI, or another lawful method agreed with you. We do not refund to unrelated third-party accounts.
26. Processing timeline
26.1 We aim to initiate approved refunds within 3-5 business days of approval.
27. Additional settlement time
27.1 After we initiate a refund, your bank, card network, UPI platform or wallet may take a further 5-10 business days to credit it. This external settlement time is an estimate and is not a reason for us to delay our own processing.
28. Failed and duplicate transactions
28.1 For a debited-but-unconfirmed payment, share the transaction reference; reversal may be handled automatically by your bank/provider and we will assist reconciliation. A verified duplicate payment is refunded to the original source.
29. Promotions, coupons and loyalty
29.1 On a refund, we refund the amount you actually paid. Where technically possible we restore a reusable coupon; we do not convert a non-cash promotional discount into cash. Where only part of an order is refunded, promotional and minimum-order eligibility is recalculated.
30. Fraudulent or abusive claims
30.1 We investigate all claims fairly, but we may decline claims that are shown to be fraudulent or abusive, and we may take appropriate action for repeated abuse. This does not affect genuine claims or your statutory rights.
31. Escalation and grievance redressal
31.1 Contact Customer Care first (Info@smartgreenaquaculture.com · +91-8001231230). Food-safety matters are escalated immediately to Quality Assurance. Unresolved matters may be escalated to our Grievance Officer, Mr. Ajay Kumar (ajay@smartgreenaquaculture.com), who acknowledges within 48 hours and endeavours to resolve within one month.
32. Your statutory rights
32.1 This Policy is in addition to, and does not limit, your rights under the Consumer Protection Act, 2019, the Sale of Goods Act, 1930 and the Food Safety and Standards Act, 2006.
SmartGreen Aquaculture Private Limited · CIN U15120TG2019PTC134882 · FSSAI 13622999000032 · www.smartgreenaquaculture.com