Cancellation and Refund Policy

Last updated: 24 September 2026

Sikkim Supreme sells food, so our returns work differently from most online stores. For food safety reasons, we cannot take back a product once it has left us unless something went wrong with it. When something does go wrong, we will put it right quickly. Please read this policy before you order. It forms part of our Terms & Conditions.

1. Cancelling an Order

• Before dispatch: you can cancel your order free of charge at any time before it is dispatched. Go to My Orders in your account, or email [email protected] with your order number. The sooner you tell us, the more likely we can stop it in time.
• After dispatch: once an order has been dispatched, it can no longer be cancelled. If there is a problem with what you receive, see Section 2.
• Refund on cancellation: cancelled prepaid orders are refunded in full, including any shipping charges, to your original payment method (see Section 5 for timelines).
• Changing an order: to change a product, variant or quantity before dispatch, cancel the order and place a new one, or email us and we will help.
• Cancellation by us: if we cancel your order because of stock unavailability, a pricing error or any other reason set out in our Terms & Conditions, you will receive a full refund.

2. When You Can Claim a Refund or Replacement

2.1 Eligible issues

We will replace or refund a product if:

• Damaged in transit: it arrived broken, leaking, crushed or visibly damaged.
• Wrong item: you received a different product, variant or size from the one you ordered.
• Missing item: a product you paid for was not in your delivery.
• Product defect or quality issue: the product has a defect, such as a broken or failed seal, bulging lid, mould, off-smell or foreign matter.
• Past the best-before date on arrival: the best-before date had already passed when it was delivered.

2.2 What we cannot accept

• Change of mind. This includes not liking the taste or finding a product spicier than expected. Dalle Khursani products are very hot, and heat varies naturally between batches.
• Ordering the wrong product, size or quantity by mistake. Please check your cart carefully before paying.
• Opened or partly used products, unless the problem is a defect listed in Section 2.1.
• Spoilage caused by improper storage after delivery, such as not refrigerating a product after opening when the label says to.
• Claims reported after the window in Section 3.

3. How to Report a Problem

Report the issue within 48 hours of delivery by emailing [email protected] with:

1. your order number;
2. clear videos/photos of the product, its label (showing the batch number and best-before date) and the packaging; and
3. a short description of the problem.

If available, include an unboxing video, as it helps us resolve damage and missing-item claims much faster.

We cannot accept claims after 48 hours. Problems with perishable food become very difficult to verify once time has passed.

If a delivery arrives with its outer package visibly damaged, leaking or tampered with, please refuse it at the door and email us. Our Shipping Policy explains how refused and failed deliveries are handled.

4. What Happens Next

1. Review: we will review your claim and reply within 1–2 business days.
2. Your choice: if your claim is approved, you can choose a replacement of the same product at no extra cost, subject to stock, or a full refund of the affected item’s price. For damaged, wrong, missing or expired items, we also refund any shipping charge paid on those items.
3. Returning the product: in most cases, you do not need to send the product back. Photos are usually enough. For quality or defect complaints, we may ask you to keep the product aside, or arrange a free pickup, so we can investigate the batch. We take every quality complaint seriously and check it against our production records.

5. Refund Timelines

Once a refund is approved, we initiate it within 2 business days. How long it takes to reach you depends on how you paid:

Refunds are processed through our payment partner, Razorpay. If your refund has not arrived within these timelines, email [email protected] and we will share the refund reference number, which you can use to follow up with your bank.

6. Exchanges

We do not offer exchanges of one product for another. If you would like a different product, please place a new order. Replacements for eligible issues are covered in Section 4.

7. Bulk & Business Orders

• Bulk orders placed on the Site follow this same policy. Because of their volume, please report any issue within 48 hours of delivery, with photos showing the affected units and the outer cartons.
• Custom, large-volume or negotiated orders agreed directly with us follow the cancellation and return terms in that written agreement. Where there is no such term, this policy applies.
• For any business order, email [email protected] with “Business Order” and your order number in the subject line.

8. Complaints

If you are not satisfied with how your claim was handled, you can escalate it to our Grievance Officer at [email protected]. The officer’s name and designation are published on our Contact & Support page. We will acknowledge your complaint within 48 hours and aim to resolve it within one month. You may also contact the National Consumer Helpline on 1915.

9. Contact Us

Email [email protected] with your order number, or write to Government Fruit Preservation Factory, NH-10, Topakhani, Singtam, East Sikkim – 737134.