1. Overview 

We want orders to reach customers safely and correctly. Because our products include food items, returns and replacements must be handled differently from ordinary non-food merchandise. This policy explains how cancellations, damaged deliveries, incorrect products, replacements and eligible refunds are handled. 

2. Order Cancellation Before Dispatch 

If you want to cancel an order, contact us as soon as possible with the order number and registered phone/email details. If the order has not been packed or dispatched, we will attempt to cancel it. Once an order has been dispatched, cancellation may no longer be possible. Before publishing, the business should confirm whether any cancellation charge applies; do not add one unless it is genuinely used. 

3. Food Products and Change-of-Mind Returns 

For food-safety and hygiene reasons, opened, used or consumed food products cannot ordinarily be returned simply because of a change of mind, taste preference, natural variation in texture/colour or an ordering mistake by the customer. This does not affect rights available under applicable law where goods are damaged, defective, incorrect or otherwise non-conforming. 

4. Damaged, Leaking or Incorrect Orders 

If your sealed product arrives damaged, leaking, broken, incorrect, or with a material issue affecting the delivered product, contact us within 48 hours of delivery. Please provide the order number, a description of the issue, clear photographs of the outer package and product, and where reasonably required a short video showing the condition on opening. Keep the product and packaging until the support team completes the initial review. 

5. Quality-Related Concerns 

If you believe a sealed product has a genuine quality issue, contact us within the stated reporting period with the order details, batch information and clear supporting photographs/video. The matter will be reviewed against the product, batch and available quality information. Do not promise automatic replacement for subjective taste preferences or normal batch variation. 

6. Replacement 

Where a claim is verified and eligible, we may offer a replacement of the same product, an appropriate alternative agreed with the customer, or another remedy permitted by applicable law and the circumstances. Availability and serviceability may affect replacement timing. 

7. Refunds 

Where a refund is approved, it will be initiated to the original payment method where technically possible, or through another mutually agreed method where required. Bank/payment-provider processing time is outside our direct control. Before publishing, insert the business’s actual internal refund-processing timeline; do not promise a number of days that operations cannot consistently meet. 

8. Cash on Delivery Orders 

For eligible COD orders, an approved monetary refund may require the customer to provide appropriate bank/UPI details through the authorized support channel. Never request sensitive card PINs, OTPs or passwords. 

9. Non-Eligible Situations 

Subject to applicable law, replacement/refund may not be available where the product has been opened or substantially consumed without a verified defect; the issue is reported after the applicable reporting period without reasonable cause; damage occurred after delivery due to improper storage or handling; the customer supplied an incorrect delivery address; or the request relates only to a change of mind or expected natural variation. 

10. Delivery Failure or Return to Origin 

If an order cannot be delivered because the address/phone details are incorrect, the customer is unavailable after reasonable delivery attempts, or delivery is refused without a product issue, re-shipping or refund handling will depend on the actual courier charges and business policy. The business should confirm this operational rule before publishing a specific deduction. 

11. How to Request Support 

Contact Waves An Flame with your order number and issue details:
Email: support@wavesanflame.com
Phone/WhatsApp: +91 821 803 2441

For damaged or incorrect deliveries, send clear photographs promptly so the issue can be assessed. 

12. Consumer Rights 

This policy is intended to explain our operational process and does not limit any statutory rights or remedies that apply under Indian consumer law.