Othla

Refund & Cancellation Policy

Last updated: April 30, 2026

At Othla, customer satisfaction is our priority. Since most of our products are perishable food items and homemade goods, this policy outlines the conditions under which orders may be cancelled, returned, or refunded.

1. Order Cancellation

You may cancel your order under the following conditions:

  • Before dispatch: Cancellations are accepted free of charge if the order has not yet been dispatched. Please contact us within 2 hours of placing the order.
  • After dispatch: Once an order is handed over to our delivery partner (Shiprocket), it cannot be cancelled.

To cancel an order, contact us immediately at info@smartlythought.com or message us on WhatsApp at +91 97560 09292 with your order ID. (We're available on WhatsApp chat; phone calls are not supported.)

2. Returns & Replacements

Due to the perishable and consumable nature of our products, we have a limited returns policy.

We will offer a replacement or full refund in the following situations:

  • The product received is damaged, spoilt, or tampered with
  • The product received is incorrect (different from what you ordered)
  • The product is significantly past its best-before date upon delivery
  • Items are missing from your order

To be eligible, you must report the issue within 24 hours of delivery along with photographs of the product and packaging.

3. Non-Returnable Items

The following items cannot be returned or refunded:

  • Products that have been opened, tasted, or partially consumed
  • Perishable items more than 24 hours after delivery
  • Products damaged due to mishandling after delivery
  • Customised or special-order items

4. Refund Process

Once your refund request is approved:

  • Refunds are processed via the original payment method through Razorpay
  • UPI / wallet refunds typically reflect within 2-4 business days
  • Card refunds reflect within 5-7 business days depending on your bank
  • Net banking refunds reflect within 5-7 business days

If you do not see the refund within the specified period, please contact your bank first, then reach out to us with the original transaction reference.

5. Failed Payments

If your payment is debited but the order is not confirmed, the amount is automatically refunded by Razorpay within 5-7 business days. No action is required from you. If the refund does not appear, please contact us with the transaction reference.

6. Partial Refunds

In cases where only part of your order is affected, we may issue a partial refund for the impacted items only. Delivery charges, if any, are non-refundable unless the entire order is cancelled or returned.

7. How to Initiate a Refund

To initiate a return or refund request:

  1. Email us at info@smartlythought.com within 24 hours of delivery
  2. Include your order ID, a description of the issue, and clear photographs
  3. Our team will review your request within 1-2 business days and confirm the next steps
  4. If approved, the refund will be initiated immediately

8. Right to Refuse

We reserve the right to refuse refund requests that do not meet the conditions outlined in this policy or that we determine to be fraudulent or made in bad faith.

9. Contact Us

For any questions about this policy or to raise a refund request:

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