At Surprise Basket, we take great care in packaging and delivering our food products. Due to the nature of consumable goods, we maintain strict hygiene and safety standards.

Please read our policy carefully before placing an order.

1. Order Cancellation

  • Orders can be cancelled only before dispatch.
  • Once the order has been shipped, cancellation is not possible.
  • To cancel an order, email us immediately at:
    📧 surprisefoods.gurugram@gmail.com
    (Mention your Order ID)

Surprise Basket reserves the right to cancel any order due to stock unavailability, payment issues, or suspected fraudulent activity.

2. Return Eligibility (Food Safety Policy)

Due to hygiene and food safety regulations, all food products including spices are non-returnable once delivered, except in the following cases:

✅ You received a damaged product
✅ You received an incorrect product
✅ The product has a manufacturing defect

We do NOT accept returns for:

❌ Change of mind
❌ Taste preference issues
❌ Opened or used products
❌ Minor packaging dents (if product inside is intact)

3. Damaged / Incorrect Product Claims

If you receive a damaged or incorrect item:

  • You must notify us within 24 hours of delivery
  • Share:
    • Clear photos of the product
    • Photo of outer packaging
    • Unboxing video (mandatory for damage claims)
    • Order ID

Send details to:
📧 surprisefoods.gurugram@gmail.com

Without proper proof, claims may not be accepted.

4. Refund & Replacement Process

After verifying your claim:

  • We may offer a replacement (preferred solution), OR
  • Issue a refund, depending on the situation.

Refunds will be processed:

  • To the original payment method (for prepaid orders)
  • Via bank transfer/UPI (for COD orders)

Processing time:
Refunds may take 5–7 business days to reflect, depending on your bank/payment provider.

5. Return Shipping Charges

  • If the return is due to our error (wrong/damaged item), we will bear the shipping cost.
  • In other cases, return shipping (if approved) will be the customer’s responsibility.

6. Right to Refuse Returns

Surprise Basket reserves the right to:

  • Refuse returns that do not meet our policy conditions
  • Reject claims made after the 24-hour window
  • Deny refund requests without proper proof

7. Contact Information

For all return, refund, or cancellation queries:

📧 Email: surprisefoods.gurugram@gmail.com
📍 Address: 119B/04, Marla, Model Town, Sec 11
Gurgaon, Haryana – 122001