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Products Policy

SUPER STRAW RETURN, REFUND & CANCELLATION

At Super Straw, customer satisfaction, product safety, and transparent service are our highest priorities. Since our products are consumable nutraceutical items, we maintain strict hygiene standards in accordance with Food Safety and Standards Authority of India (FSSAI) guidelines while ensuring fair and customer-friendly resolution processes. This policy aligns with applicable Indian consumer protection laws and e-commerce regulations.

Important Notice — No Returns on Opened or Used Products (Hygiene Policy)

Super Straw products are consumable nutraceutical items. For hygiene and safety reasons as mandated by FSSAI standards, we do not accept returns or exchanges if:

  • The packaging is opened, used, or partially used
  • The seal is broken or appears tampered with
  • Original product labels (including batch number and expiry date) are removed or damaged
  • The product is not in its original condition

Please Note: This policy does not affect your right to seek resolution for genuine cases such as damaged packaging, leakage, wrong product delivery, or expired product, as outlined in Section 2 below.

When Are Refunds or Replacements Eligible?

Super Straw offers replacements or refunds only in the following circumstances:

Eligible Reasons:
1 Damaged, leaking, or broken product
2 Wrong product delivered
3 Expired product or less than 3 months to expiry (at delivery)

Time Window: Report within 48 hours of delivery.

Exception: Genuine cases after 48 hours may be reviewed at Super Straw’s discretion.

What Proof Is Required?

Strongly Recommended: Clear unboxing video (from sealed parcel to showing the issue).
Always Required:

  • Order ID
  • Photos of outer box, inner packaging, and product label (batch/expiry visible)
  • Short description of the problem

Note: Claims without unboxing video may still be approved based on clear photos and verification.

How to Raise a Return or Refund Request

Customers must contact Super Straw within the eligible 48-hour window by using one of the following methods:

Contact Information:

Request Format:
When contacting Super Straw, please use the following subject line or message format: “Return/Refund Request — Order ID [Your Order ID]”

Verification and Resolution Timeline

Verification Process:

Super Straw will verify your claim within 24 to 72 working hours after receiving complete proof and documentation.

Resolution Options After Approval:

Upon approval, Super Straw will either:

  • Dispatch a replacement product to your address, or
  • Initiate a refund to your original payment method

Additional Requirements:
Super Straw may request additional photographs or video evidence for clarity and verification. If the claim is determined to be invalid after verification, Super Straw reserves the right to reject the refund or replacement request.

Return Pickup Process

Reverse Pickup Option:
In certain cases, Super Straw will arrange a reverse pickup (courier pickup from your address). However, reverse pickup is subject to courier serviceability at your postal pin code.

Return Address (If required):
If reverse pickup is not available in your area, Super Straw may request you to courier the product back to the following address:

Super Straw
H-3, Ground Floor, Swaminarayan Venue
AEC Cross Road, Naranpura
Ahmedabad, Gujarat 380013, India

Return Shipping Conditions:

If a return is required, the product must be returned with the following conditions:

  • Product must be in its original packaging with all labels intact
  • If the returned item is found to be used, opened, or tampered with, the claim may be rejected
  • Customer is responsible for ensuring safe packaging during return shipment

Refund Mode and Timeline

Refund Methods:

  • Prepaid Orders: Refund will be credited to the original payment method used for purchase
  • Cash on Delivery (COD) Orders: Refund will be processed via UPI transfer or bank transfer (customer must provide UPI ID or bank account details)

Refund Timeline:
Approved refunds will be processed and initiated within 7 to 10 working days after approval. If the return of the product is required, the refund timeline begins after the returned item is received and verified by Super Straw.

Shipping Charges:
Shipping charges and COD processing fees (if any) are typically non-refundable unless the return or refund is directly caused by Super Straw’s error or verified damage during transit by the courier service.

Order Cancellation Policy

Cancellation Window:
Orders can be cancelled only before the order is dispatched or shipped from Super Straw’s warehouse. Once an order has been dispatched, cancellation is no longer possible.

How to Cancel:
To cancel your order, contact Super Straw immediately via email or WhatsApp using the following format:

“Cancel Order — Order ID [Your Order ID]”

For contact details, refer to Section 4 above.

Non-Returnable and Non-Refundable Cases

Super Straw does not accept returns or provide refunds in the following situations:

  • Change of mind after product delivery
  • Personal taste preference or product dislike
  • Order placed by mistake (incorrect flavors or variant selection) unless the error was caused by Super Straw
  • Delays caused by the courier service after order dispatch (Super Straw will assist with tracking, but delays are not refundable)
  • Product damage or quality issues caused by improper storage or handling by the customer
  • Product not used according to manufacturer instructions or guidelines
  • Claims raised more than 48 hours after delivery for damage, wrong product, expiry, or missing items

Pricing, Offers, and Promotional Changes

Product prices are subject to change due to ongoing promotional offers and seasonal discounts. When a refund is approved, Super Straw will process the refund for the amount the customer paid at the time of original purchase. Refunds will not be adjusted to reflect current promotional prices if prices have changed.

Customer Support and Grievance Resolution

For any concerns, complaints, or questions regarding this return, refund, or cancellation policy, customers can contact Super Straw at:

Customer Support Contact:

Super Straw is committed to fair and transparent resolution of all customer concerns.

Governing Law and Jurisdiction

This return, refund, and cancellation policy is governed by the laws of India, including but not limited to the Consumer Protection Act, 2019, and the Food Safety and Standards Act, 2006. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts and consumer forums located in Ahmedabad, Gujarat, India.

End of Policy Document

This policy is effective as of December 13, 2025, and may be updated periodically. Customers are advised to review the latest version on the Super Straw website.

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