Return and refunds

Last Updated: October 11, 2025

This policy outlines the definitive conditions under which Gods own fresh enterprises​ (“we,” “us,” or “our”) accepts returns, issues refunds, and manages exchanges for products purchased from our e-commerce platform, godzownfresh.com. This document constitutes a legally binding agreement between you, the customer, and Godzown Fresh. By placing an order with us, you acknowledge and agree to be bound by the terms and conditions outlined in this policy.

Due to the perishable nature of our homemade snacks, our policy is designed to uphold the highest standards of food safety and hygiene while providing a fair and transparent process for handling legitimate issues. Our policy is final and non-negotiable.

1. 30-Day Unreceived Order Guarantee

We guarantee a full refund for orders not received within 30 days from the confirmed order date. This applies only to orders that were successfully placed, paid for, and confirmed, but not delivered by our courier partners according to tracking records.

1.1. Inaccurate Tracking Claims:
If tracking shows the item as “delivered” but you have not received it, contact us immediately at sales@godzownfresh.com within 24 hours of delivery confirmation. We will investigate with the courier. Refunds are issued only after verification of your claim. Fraudulent claims may be denied, and the customer may be restricted from future purchases.

2. 7-Day “Not as Described” Policy

We offer a 7-day return, exchange, or full refund for products that are clearly not as described. The 7-day period starts from the delivery confirmation date. All returns must pass a quality inspection.

2.1. Valid “Not as Described” Claims:
A product qualifies as “not as described” if any of the following conditions are verified, preferably through an unboxing video:

• The product’s packaging is visibly damaged, torn, or compromised.

• The product received is incorrect in flavor, color, or variety.

• The product quantity or size is significantly different from the description (e.g., a 200g pack received instead of 400g).

2.2. Non-Returnable Items:
The following items cannot be returned, refunded, or exchanged:

• Opened, used, or consumed products (including any breach of tamper-proof seals).

• Items no longer needed or ordered by mistake.

• Products that do not meet personal preferences (e.g., taste, texture, or satisfaction).

3. Mandatory Unboxing Video Policy

For all claims related to damaged, torn, or “not as described” items, a detailed and unedited unboxing video is mandatory. Your claim will not be processed, reviewed, or approved without a video that strictly adheres to the following conditions. This policy is in place to protect both the customer and our business from fraudulent claims.

• 3.1. Unboxing Video Requirements: The video must be a single, continuous shot with no cuts, edits, pauses, or camera-off moments.

• 3.2. Initial Shot: The video must begin with the package clearly showing the complete shipping label and tracking information, with the package itself fully sealed and unopened. The video must show the entire journey of the package from its original state to being opened.

• 3.3. Unpacking Process: The video must clearly show the complete unpacking process, from the first tear of the outer packaging to the final removal of all items, in one continuous flow.

• 3.4. Visible Evidence: The video must clearly and visibly capture the specific issue (e.g., a tear, wrong flavor, incorrect quantity) that you are reporting. The issue must be clearly demonstrated and pointed out within the video, allowing our team to verify the claim.

4. Fraud Prevention and Dispute Management

We have a zero-tolerance policy for fraudulent activities to ensure a safe and secure shopping environment. We reserve the right, at our sole discretion, to deny any return request or take legal action against fraudulent users.

• 4.1. Refused Delivery Protocol: If a customer refuses to accept a package that has been shipped, it will be classified as “undeliverable” by our courier partner. In such cases, the customer will be held liable for both the initial shipping fee and the return shipping fee. No refund for the product will be issued, and we reserve the right to permanently ban or block future orders from the customer.

• 4.2. Fake COD Orders: For all Cash on Delivery (COD) orders, a non-refundable COD fee of Rs. 60 is charged by our courier partners. This fee is to cover logistics and handling and is non-refundable under any circumstance. For unaccepted COD orders, the customer will be held liable for all shipping fees and no refund will be issued. We may also take action against serial COD order defaulters.

• 4.3. Fraudulent Chargebacks and Stolen Cards: We will investigate all chargebacks thoroughly and will cooperate fully with our payment gateway partners and financial institutions to challenge fraudulent claims. We will provide all necessary documentation, including proof of delivery, tracking details, and unboxing videos, to challenge any baseless chargebacks. We will also cooperate fully with law enforcement in the investigation of any fraudulent orders placed with stolen credit or debit cards and may share transaction and customer information as required by law.

5. The Return and Refund Process

• 5.1. Initiating a Request: To initiate a return or exchange, you must contact us via email at sales@godzownfresh.com within 7 days of receiving your order. Your email must include your order number, a clear description of the issue, and the mandatory unboxing video.

• 5.2. Verification and Approval: Our team will review your request and the unboxing video to verify the claim. If the claim is approved, we will provide you with instructions on how to return the item.

• 5.3. Condition of Returned Item: Upon receiving the returned item, our team will conduct a thorough inspection. Any item that has been used, opened, or tampered with will be rejected, and no refund or exchange will be processed. The item must be returned in its original, sealed, and unused condition.

• 5.4. Refund/Exchange Processing: Once a refund or exchange is approved and the returned item passes our inspection, the refund process will be initiated within 5-7 business days. The exact timeline for the funds to reflect in your account is dependent on your bank.

6. Grievance Redressal

For any questions, concerns, or grievances regarding this policy, please contact us at:

• Address:

  Ward – 12, Building no-766, Karunaappally-Aayiramthengu road, Kulasekharapuram, Adinad, Kollam, Kerala, 690544

• Email: sales@godzownfresh.com

7. Policy Modifications

Godzown Fresh reserves the right to modify, amend, or update this Return and Refund Policy at any time and without prior notice. Any changes to this policy will be effective immediately upon posting on our Website. It is your responsibility to review this policy periodically to stay informed of any changes.