Refund Policy

01What qualifies for a refund or replacement

We treat the following as legitimate grounds for a full refund or free replacement, no questions asked:

• Cracked or broken eggs — even one cracked egg in a tray qualifies the entire tray for replacement
• Off smell or visible spoilage on receipt — discard the tray and we replace it
• Missing items from your order — incomplete shipment or wrong product variant
• Late delivery beyond our published window where the eggs may be compromised
• Cold-chain breach indicated by the temperature strip on the shipment box
• Lab report mismatch — if your batch number's lab report shows results below our published threshold (extremely rare)
• Damage in transit — visible carton crushing, water damage, or other shipping-related issues

Beyond these, if you simply don't enjoy our eggs for any reason — taste, texture, fit with your cooking — message us within 7 days of receipt and we will refund or replace with a different egg type. We don't believe in fighting customers over a few hundred rupees.

02Reporting timeline

To help us trace issues to their root cause and improve our process, we ask that you report problems within these windows:

• One-time orders (India): Within 24 hours of receipt
• One-time orders (Gulf): Within 48 hours of receipt (accounts for international transit)
• Subscription orders: No deadline — trust runs both ways, our regulars get the benefit of the doubt
• Taste preference returns: Within 7 days of receipt
• B2B / bulk orders: Within 12 hours of receipt (for fresh-supply restaurant relationships)

If you miss the standard window, we will still try to help — just with a slightly more careful look at the situation. We have never refused a genuine quality complaint outside the deadline; we have occasionally been more cautious with first-time customers reporting issues weeks after delivery.

03How to report

The fastest, most reliable way to report any issue is via WhatsApp. We respond on average within 12 minutes during business hours (8 AM to 8 PM IST), and within 4 hours during off-hours.

You can also report via email at support@sahyaagro.com, but expect slightly slower turnaround. We do not require you to fill any complaint form, attach receipts beyond the order number, or escalate through any tier system.

04Resolution process

Once your complaint is received, here is what happens internally:

• Within 30 minutes: Our customer support team logs your complaint, assigns a case number, and acknowledges receipt to you.
• Within 4 hours: We trace your batch number, check our cold-chain logs for any anomaly, and confirm whether the issue was upstream (our farm or logistics) or downstream (post-delivery storage). For most cases, this confirms your complaint within minutes.
• Within 24 hours: We agree the resolution with you — replacement, refund, or store credit — based on your preference.
• Within 5 working days: Refund processed to original payment method, or replacement dispatched on next standard cycle.
• Within 1 week: Internal root-cause review at our Friday team meeting. Repeated issues from the same batch trigger a process audit upstream.

You will be kept informed throughout. We don't believe in radio silence or vague "looking into it" updates.

05Refund methods & timing

Refunds are issued to your original payment method:

• UPI payments: 1-3 working days after we initiate the refund
• Debit/credit cards: 3-7 working days, depending on your bank
• Net banking: 2-5 working days
• Cash on delivery: Refunded as bank transfer to a UPI/IFSC account you provide; processed within 3 working days of receiving your account details
• International cards (Gulf): 5-10 working days

You can also choose to receive your refund as store credit in your customer account, which we apply to your next order automatically. Store credit is honoured indefinitely; you can use it across product lines and combine it with subscription discounts.

For replacements, we dispatch on the next standard cycle for your delivery zone (typically 1-3 days). There is no additional shipping charge for the replacement, and we will replace the entire tray, not just the cracked individual eggs.

06Subscription cancellations

Subscriptions can be cancelled any time with one WhatsApp message: "Please cancel my subscription." No retention pitch, no exit form, no requirement to call our team for "feedback." Cancellation is processed within 24 hours.

Upon cancellation:

• Active dispatches in our system continue to your next scheduled delivery date, then stop.
• Pre-paid weeks beyond cancellation are refunded pro-rata to your original payment method within 5 working days.
• Annual prepayments (some subscribers prepay 12 months for an additional 3% discount) are refunded for unused weeks at the standard subscriber rate, less the 3% prepayment discount.
• Auto-debit mandates are revoked immediately at our payment gateway.
• Subscription benefits (10% discount, free delivery, no-deadline replacements) end with the final dispatch.

If you wish to pause rather than cancel, send us your pause window via WhatsApp. Paused subscriptions retain all benefits and resume at your discretion. Most subscribers who pause come back; we welcome it either way.

07Bulk & B2B refunds

Bulk and B2B refunds (for restaurants, hotels, caterers, institutional buyers) follow the same principles but with adjusted timelines and methods:

• Reporting window: 12 hours from receipt, given perishability
• Replacement: Same-day or next-day re-supply at our cost
• Refund: Credited to the next monthly invoice or refunded to your registered bank account
• Custom-branded cartons: Refunds on packaging cost are at our discretion if branded inventory is non-returnable
• Volume disputes: Resolved via on-site count audit if needed; we send a team member if the dispute exceeds 5% of order value

For very large clients (1,000+ trays per week), we maintain a quarterly quality-review cycle where we proactively review any complaints, root causes, and process improvements. This is part of our standing supply agreement and not contingent on individual incident reports.

08Non-refundable situations

To be transparent, the following situations generally do not qualify for a refund:

• Eggs consumed before reporting: If you've used most of the tray and report an issue after, we may offer a partial replacement based on remaining stock.
• Issues caused by post-delivery storage: Eggs left at room temperature for extended periods after delivery, or stored alongside strong-smelling foods.
• Recipient refusal at delivery without prior notice: If the courier delivers correctly per address and the recipient refuses to accept, we cannot refund.
• Lab report disagreements where your batch's report meets published thresholds: Discussion is welcome but a refund based on subjective interpretation of nutrition data is not standard.
• Repeated abuse of the policy: If we detect a pattern of fraudulent claims (multiple identical complaints, photos that don't match orders, etc.), we reserve the right to suspend the account and refuse further refunds.

These boundaries exist to keep our generous policy financially sustainable. We have invoked them fewer than 12 times in over four years, and never against a genuine customer.

09Contact us

This Refund Policy is part of our broader Terms & Conditions. Where there is conflict between this policy and the Terms, this policy prevails for refund-specific matters.