Return and Refund Policy

Product Eligibility

PONN SHANMUGA AGENCIES sells:

  • Cooking oils
  • Soaps
  • Laundry care products
  • Dishwash products
  • Grocery items

For hygiene and safety reasons, opened, used, or partially consumed products are not eligible for return.

Eligible Return Conditions

Returns are accepted only if the product meets the following criteria:

  1. Wrong Item Delivered: Product delivered is different from the order placed.
  2. Damaged or Leaking: Product received in visibly damaged condition or with leakage.
  3. Expired or Near-Expiry: Product is expired or very close to expiry date at the time of delivery.
  4. Manufacturing Defect: Product has manufacturing defects affecting usability.

Non-Returnable Items

The following items cannot be returned:

  • Opened, unsealed, or partially used products.
  • Products without original packaging, seal, or labels.
  • Products missing the original invoice or proof of purchase.
  • Products damaged due to customer mishandling, improper storage, or use after delivery.
  • Perishable items (if applicable) beyond the stated shelf life after delivery.

Return Notification Period

  • Customers must notify PONN SHANMUGA AGENCIES within 24–48 hours of delivery if there is a quality issue or wrong item.
  • Notification must include:
    • Order number
    • Product details
    • Clear description of the issue
    • Photos or video proof (strongly recommended)
    • Contact method: WhatsApp, email, or phone

Failure to notify within this period may result in the return request being rejected.

Return Process

  1. Initiate Return: Contact us via:
  2. Return Approval: Our team will review your request and the provided evidence.
  3. Return Arrangement: After approval:
    • Return pickup may be arranged from the customer’s location (if applicable).
    • Alternatively, the customer may self-ship the product to our address at their own cost.
  4. Product Inspection: Upon receipt, we will inspect the returned item.

Refund Processing

  • Refund will be processed within 10 days of receiving and verifying the returned item.
  • Refund amount will be the original product price (excluding shipping charges and any applicable taxes, unless the return is due to our error).
  • Refund Method:
    • Original payment method (if paid via card/UPI/net banking)
    • Store credit (if requested by customer)
    • Direct bank transfer (if applicable)

2.7 Shipping Charges on Returns

  • Return shipping is the customer’s responsibility unless the return is due to:
    • Wrong item delivered
    • Product received in damaged condition (confirmed by us)
    • Manufacturing defect

In such cases, PONN SHANMUGA AGENCIES may arrange and cover return shipping.