Return and Refund Policy

1. Non-Returnable Category

• Food & Perishables: Due to the nature of our products and for the safety and hygiene of all our customers, SSVAE food products are non-returnable and non-exchangeable once the delivery is successfully completed.

• Exceptions: Returns or replacements are only considered in cases of "Damaged on Arrival," "Wrong Item Shipped," or "Expired Product" at the time of delivery.

2. Mandatory Unboxing Video Requirement

To prevent fraudulent claims and ensure transparency, SSVAE follows a Strict Video Policy:

• The Process: Customers must record a clear, continuous, and high-quality unboxing video from the moment the courier package is opened until the product is fully inspected.

• Verification: The video must clearly show the shipping label, the sealed condition of the outer box, and the specific damage or error.

• No Video, No Refund: Any claim regarding missing items or physical damage raised without a valid, unedited unboxing video will be summarily rejected.

3. Reporting Window

• 48-Hour Limit: Any discrepancies, damages, or incorrect items must be reported to our support team within 48 hours of the delivery timestamp.

• Late Claims: Requests made after this 48-hour window will not be eligible for review, as we cannot verify the storage conditions of the product after it leaves our control.

4. Verification and Approval

• Internal Audit: Once a claim is filed with the mandatory video, our Quality Assurance team will verify the details.

• Customer-Induced Damage: Products that have been opened, partially consumed, or damaged due to improper storage (e.g., exposure to heat or moisture) by the customer are strictly ineligible for a refund or replacement.

• Discretion: SSVAE reserves the final right to determine if a reason is "genuine" based on the evidence provided.

5. Refund Process

• Approved Returns: If your claim is approved, we will initiate a refund.

• Timeline: Refunds are processed to the original payment method within 5–10 business days from the date of approval.

• Banking Delays: Please note that the actual credit to your account may vary depending on your bank's internal processing times.

6. Cancellation Policy

• Pre-Dispatch: Orders can only be cancelled if they have not yet been dispatched. Once a tracking ID is generated or the product is handed over to the courier, cancellations are not permitted.

• Cancellation Fee: In certain cases of pre-dispatch cancellation, a nominal processing fee (payment gateway charges) may be deducted from the refund amount.