Refund Policy

Last Updated:

At Thiru Vaigai Trading (“we,” “us,” or “our”), customer satisfaction is our priority. This Refund Policy explains the circumstances under which refunds, replacements, or returns are offered for purchases made through the Vaigai Supermarket website.

1. Eligibility for Refunds

Refunds or replacements may be issued in the following situations:

  • You received a damaged, spoiled, or expired product
  • You received the wrong item(s) in your order
  • An item was missing from your delivered order
  • The product quality does not meet acceptable standards upon delivery
  • Your order was not delivered within the promised timeframe

2. Non-Refundable Items

Due to the perishable nature of many of our products, the following are generally not eligible for refund or return once delivered, unless damaged or incorrect:

  • Fresh fruits and vegetables (unless spoiled/damaged on arrival)
  • Perishable dairy, meat, or frozen items (unless quality issues are reported immediately)
  • Opened or used non-food items
  • Items marked as “final sale” or purchased during clearance promotions

3. Reporting an Issue

If you experience a problem with your order, please contact us within 24 hours of delivery. To help us resolve your issue quickly, please provide:

  • Your order number
  • A description of the issue
  • Photos of the damaged, incorrect, or spoiled item(s), where applicable

4. Refund Process

Once your issue is reported, our team will:

  • Review your claim and supporting evidence (photos, order details)
  • Verify the issue with our fulfillment/delivery records
  • Approve or deny the refund/replacement request within [2–5 business days]

If approved, you may choose between:

  • A replacement of the item in your next order or a scheduled redelivery
  • A refund credited to your original payment method or store wallet/credit

5. Refund Timeframes

  • Refunds to your original payment method may take 5–10 business days to reflect, depending on your bank or payment provider.
  • Store credit or wallet refunds are typically processed within 1–3 business days.

6. Order Cancellations

  • Orders can be canceled free of charge before they are dispatched for delivery.
  • Once an order has been packed or dispatched, cancellation may not be possible, and standard refund conditions (Section 1) will apply upon delivery.

7. Failed or Delayed Deliveries

If your order fails to arrive due to an error on our part (e.g., logistics issue), you are entitled to a full refund or free redelivery, at your choice.

If delivery fails due to an incorrect address provided by the customer or unavailability to receive the order, additional delivery charges may apply for redelivery.

8. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on this page with a revised “Last Updated” date.

9. Contact Us

For any questions regarding refunds, returns, or order issues, please reach out to:

📞 Phone: +97 123 456 7890
📧 Email: feedback@vaigaisupermarket.com