Shipping, Cancellation & Refund Policy

1. Shipping Policy

11 nuts delivers orders using available courier and delivery partners.

Applicable shipping charges are displayed during checkout before the customer places the order.

Delivery time may vary depending on the delivery location, availability of the product, courier service, holidays, weather, transport conditions and other circumstances outside our reasonable control.

Once an order is dispatched, available courier and tracking information may be displayed in the customer's order dashboard.

2. Delivery

Customers are responsible for providing a complete and accurate delivery address, PIN code and contact number while placing an order.

Please ensure that someone is available to receive the shipment at the provided delivery address.

11 nuts will make reasonable efforts to ensure orders are packed properly and handed over to the delivery partner for delivery.

3. Cancellation Before Delivery

A customer may request cancellation of an order before the order has been successfully delivered.

If you wish to cancel an order, please contact us as soon as possible and provide your order number and registered contact details.

If the order has not yet been dispatched, we will normally process the cancellation directly.

If the order has already been dispatched, cancellation may depend on whether the courier shipment can be stopped, recalled or returned to us.

4. Refund for Cancelled Prepaid Orders

If an eligible prepaid order is successfully cancelled before delivery, the applicable amount paid by the customer will be refunded.

Where possible, the refund will be initiated to the original payment method used to make the purchase.

After we initiate the refund, additional processing time may be required by the payment gateway, bank, card issuer, UPI provider or other financial institution before the amount appears in the customer's account.

6. Damaged, Defective or Incorrect Product

If you receive a product that is damaged, defective, contaminated, incorrect, or materially different from the product you ordered, please contact us as soon as reasonably possible after delivery.

When reporting an issue, please provide:

• Your order number
• Your registered name and contact details
• A clear description of the problem
• Clear photographs of the product and packaging
• A video where reasonably necessary to demonstrate the issue

We will review the information provided. If the claim is verified, we will provide an appropriate resolution, which may include a replacement, refund or other remedy as applicable.

7. Cash on Delivery Orders

Cash on Delivery orders may also be cancelled before successful delivery, subject to the order and shipment status.

If no payment has been collected from the customer, there will normally be no monetary refund to process.

Repeated intentional refusal or misuse of Cash on Delivery orders may result in Cash on Delivery being restricted for future orders where reasonably necessary to protect the store against misuse.

8. Refusing a Shipment

If an order has already been dispatched and you want to cancel it, please contact us immediately.

Where appropriate, you may refuse delivery. For a prepaid shipment, an eligible refund may be initiated after the cancellation or return of the shipment has been confirmed.

9. Refund Method & Security

Eligible refunds for prepaid orders will normally be processed through the original payment method.

We may request reasonable information required to identify the order or securely process a refund.

11 nuts will never require your OTP, UPI PIN, CVV, ATM PIN or internet banking password in order to issue a refund. Never share these confidential credentials with anyone.

10. Refund Not Received

If we have confirmed that a refund has been initiated but the amount has not appeared in your account, please allow the normal processing time of your bank or payment provider.

If necessary, contact your bank or payment provider. You may also contact us with your order number so that we can check the refund information available to us.

11. Customer Responsibility

Customers should inspect the package and products reasonably soon after receiving the order.

Products should be stored according to appropriate food storage conditions after delivery. 11 nuts cannot be responsible for deterioration caused by improper handling or storage after successful delivery.

12. Consumer Rights

Nothing in this policy is intended to exclude or restrict any rights or remedies available to customers under applicable Indian consumer protection law.

Where applicable law requires a refund, replacement or other remedy, the applicable legal requirement will prevail over any conflicting part of this policy.