Refund & Cancellation Policy

At Potliya, every pack is sourced and hand‑assembled fresh for your order — nothing is pre‑packed and sitting on a shelf. Because of this, our refund and cancellation terms work a little differently from a standard retail store. Please read this policy before placing your order.

This policy is part of our Terms & Conditions and complies with the Consumer Protection Act, 2019 and the Consumer Protection (E‑Commerce) Rules, 2020, as applicable in India.

1. Order Cancellations

• Free cancellation window: You can cancel your order free of charge within 2 hours of order confirmation, as long as packing has not yet started. To cancel, contact us at hello@potliya.com or 9890064545 with your order ID.
• After 2 hours: We may have already started sourcing and hand‑packing your order. Once packing has begun, orders cannot be cancelled because the items have been procured specifically for you.
• Custom Packs: These are assembled item‑by‑item once ordered. The same rule applies — free cancellation within 2 hours if packing hasn’t started; no cancellation after that.
• In line with the Consumer Protection (E‑Commerce) Rules, 2020, we do not impose cancellation charges on you unless similar charges are borne by us when we cancel an order unilaterally.

2. Refunds

We offer a full or partial refund in the following cases:

Situation	Resolution
Payment deducted but order not confirmed (failed/duplicate transaction)	Full refund, auto‑processed by your bank or by us within 5–7 business days
Item(s) missing from your pack at pickup/delivery	Refund or credit for the missing item(s)’ value, or replacement if available, within 3–5 business days of us verifying the issue
Item(s) damaged or materially different from what was described	Refund or replacement within 5–7 business days, once reported with photos within 48 hours of receiving your pack
Order cancelled by you within the 2‑hour free cancellation window	Full refund within 5–7 business days
Order cancelled by us (e.g., we cannot fulfill it)	Full refund within 5–7 business days

Refunds are processed back to the original payment method via Razorpay. Once initiated, refunds may take 5–7 business days to reflect in your account, depending on your bank.

3. What Is Not Refundable

• Change of mind: We do not offer refunds for change of mind once packing has started, since items are sourced specifically for your order.
• Perishable / sealed food items: Spices, tea, coffee, snacks, and other sealed food items cannot be returned once the pack has left our facility, for hygiene and food‑safety reasons. These are still covered under the “missing / damaged / materially different” clauses above.
• Third‑party issues: We are not responsible for delays or issues caused by courier partners, banks, or payment gateways. We will, however, help you track and resolve such issues where possible.
• Customs actions: We are not liable for items confiscated, delayed, or additional duties/levies imposed at customs. See our Shipping Policy for more.

4. Partial Issues (Missing / Damaged Items)

• If part of your pack is affected (e.g., one item missing or damaged out of many), we will resolve just that part — via refund, credit, or replacement — rather than requiring you to return the entire pack.
• The resolution will be based on the individual item’s value as part of the pack, not the entire pack price, unless the issue materially affects the whole pack’s usability.

5. How to Request a Refund or Report an Issue

1. Email us at hello@potliya.com or message us on WhatsApp at 9890064545:
   • Within 48 hours of receiving your order for damaged/missing/incorrect items, or
   • Within 2 hours of placing your order for cancellations.
2. Include:
   • Your order ID
   • A clear description of the issue
   • Photos if the item is damaged or incorrect
3. We’ll respond within 24 hours and confirm the resolution and timeline.

6. Failed / Duplicate Payments

If money was deducted from your account but you did not receive an order confirmation, please wait 5–7 business days — most failed‑transaction amounts are auto‑reversed by your bank. If you still haven’t received it after that window, contact us with your payment ID (visible in your Razorpay receipt) and we’ll help you track it down.

7. Refund Timelines & Reasonableness

We aim to process all valid refunds within reasonable timelines as per consumer protection norms. Once we initiate a refund, the time it takes to reflect in your account depends on your bank and payment method. We will share the refund reference/ARN with you on request.