Refund policy

SALTL: Returns & Refund Policy

Last updated: September 2026

This Returns & Refund Policy applies to orders placed directly through saltl.in.

SALTL currently sells directly to customers through its own website. This policy does not apply to purchases made through third-party marketplaces or other retailers.

At SALTL, every order is carefully checked, packed and shipped so that it reaches you in the condition in which it left us.

Because SALTL products are packaged food products, we do not accept general returns or exchanges for change of mind, taste preference or incorrect product selection. However, if your order is damaged, incorrect, defective, contaminated, spoiled or otherwise does not meet the description of the product you ordered, we will review the matter and provide an appropriate resolution.

1. When can I request a refund or replacement?

You may contact SALTL if:

You received a damaged product.
You received the wrong product or flavour.
The product or packaging arrived visibly tampered with.
The product leaked or spilled during transit.
The product has a genuine manufacturing or quality defect.
The product is materially different from what you ordered.
You discover contamination, spoilage, mould, an abnormal appearance, an unusual smell, or a foreign object after opening the product.

Reporting timeframes

For damage, leakage, tampering, incorrect products or other delivery-related issues:
Please contact us within 48 hours of delivery.

For a genuine food-safety or product-quality issue discovered only after opening:
Please contact us within 7 days of delivery.

These timeframes help us investigate issues promptly and do not limit any rights or remedies available to you under applicable law.

2. What information do I need to provide?

To help us investigate your claim quickly, please provide:

Your order number
Photographs of the outer shipping package
Photographs of the product and its packaging
Photographs clearly showing the issue
A video where reasonably possible, particularly for leakage, visible damage or tampering

For food-quality or safety complaints, we may also request information such as the batch number, manufacturing details or expiry/best-before information printed on the product.

Our team may request additional reasonable information where necessary to investigate the complaint.

Please do not consume a product that you believe may be contaminated, spoiled or otherwise unsafe.

3. Returns of food products

For hygiene and food-safety reasons, SALTL does not accept returns of opened, used or partially consumed food products for:

Change of mind
Personal taste preference
Not liking a particular flavour
Incorrect selection of a product or flavour by the customer

However, an opened product may qualify for a refund or replacement where there is a genuine product-quality or food-safety issue, such as:

Contamination
Spoilage
Mould
A foreign object
An abnormal appearance
An unusual smell
Another verified manufacturing or quality defect

Such claims should be reported within 7 days of delivery and may require photographs, video, batch information or other reasonable evidence.

Where a genuine defect is confirmed, SALTL may provide a replacement or refund, depending on the circumstances.

4. Damaged, defective or tampered products

If your product arrives damaged, leaking, defective or tampered with, please contact us within 48 hours of delivery.

After reviewing the claim, SALTL may provide:

A replacement of the affected product; or
A full or partial refund; or
Another appropriate resolution, depending on the circumstances.

Where appropriate, SALTL may not require the affected food product to be physically returned.

If we require a physical return, SALTL will arrange or bear the reasonable cost of return shipping for a verified damaged, defective or incorrectly supplied product.

Please do not dispose of the affected product unless SALTL advises you to do so, as we may need information from the product or packaging to investigate the claim.

5. Wrong product received

If you receive a product or flavour different from what you ordered, please contact us within 48 hours of delivery.

After verification, SALTL will arrange an appropriate resolution, which may include:

Replacement with the correct product; or
A refund for the affected product.

You will not be charged additional shipping costs for a replacement arising from an error attributable to SALTL.

6. Change of mind and incorrect product selection

We do not accept returns or refunds where:

You change your mind after placing the order;
You do not like the flavour;
The product does not suit your personal taste;
You selected the wrong flavour or product;
You ordered the wrong quantity; or
You simply no longer require the product.

This exclusion does not apply where the product is defective, damaged, contaminated, materially different from what was ordered, or otherwise covered by applicable consumer rights.

7. Order cancellations

Orders may be cancelled before they are dispatched by contacting SALTL as soon as possible.

Once an order has been dispatched or handed over to our shipping partner, cancellation may no longer be possible.

If an order has already entered the shipping process, we may be unable to modify the delivery address, products or quantities.

Nothing in this section limits any cancellation or consumer rights that may apply under applicable law.

8. Non-delivery, lost-in-transit and RTO orders

If your tracking information shows that an order has been delivered but you have not received it, please contact us as soon as possible and preferably within 7 days of the recorded delivery date so that we can investigate with our courier partner.

If your order is delayed significantly beyond the estimated delivery period, please contact us so that we can investigate its status.

Returned-to-origin (RTO) orders

If an order is returned to SALTL because of a customer-related issue, such as:

An incorrect or incomplete delivery address;
Repeated unsuccessful delivery attempts due to customer unavailability;
Refusal to accept the shipment,

We will contact you to arrange either:

Re-shipment, in which case additional shipping charges may apply; or
A refund, subject to any applicable shipping costs already incurred.

Where non-delivery or return-to-origin occurs because of an error attributable to SALTL or our shipping partner, we will review the matter accordingly and will not automatically charge the customer for the resulting issue.

9. Refunds

Once a refund has been approved, it will generally be initiated to the original payment method.

SALTL generally initiates approved refunds within 5–7 business days.

The time required for the refund to appear in your bank account, card account or payment wallet may vary depending on the payment provider or financial institution.

For Cash on Delivery (COD) orders, where a refund is approved, SALTL may process the refund through bank transfer or UPI. We will request only the information reasonably required to process the refund.

Where a refund is issued because of an error attributable to SALTL, applicable shipping charges will also be refunded.

Where an order is refunded for another eligible reason, the treatment of shipping charges will depend on the circumstances and applicable law.

10. Exchanges

SALTL does not offer exchanges for:

Change of mind;
Taste preference;
Incorrect product selection; or
Incorrect quantity ordered by the customer.

Where you receive a wrong, damaged or defective product, SALTL may provide a replacement with the correct product instead of, or in addition to, a refund, depending on the circumstances.

11. Delivery-related issues

Please inspect your package when it arrives.

If the outer package appears severely damaged, opened or tampered with, please photograph the package before opening it where reasonably possible and contact us promptly.

If you discover damage after opening the package, please photograph the product and packaging and contact us within 48 hours of delivery.

12. Food-safety and quality complaints

Your safety is important to us.

If you believe that a SALTL product may be contaminated, spoiled or otherwise unsafe, do not consume it.

Please retain the product and its packaging, including the batch number and best-before information, and contact us within 7 days of delivery.

We may request photographs, videos, batch information or other reasonable evidence to investigate the issue.

Where a genuine product-quality or food-safety defect is confirmed, SALTL will provide an appropriate resolution, which may include a replacement or refund.

Where required, we may also investigate the matter with our manufacturing, quality-control or logistics partners.

13. Grievance redressal

If you are not satisfied with the resolution provided by our customer support team, you may escalate your complaint to our Grievance Officer using the contact details below.

We will acknowledge receipt of a consumer complaint within 48 hours and will address the grievance within the timeframe prescribed under applicable law.

Under the Consumer Protection (E-Commerce) Rules, 2020, the grievance officer is required to acknowledge a consumer complaint within 48 hours and redress it within one month from the date of receipt.

14. How to contact us

For returns, refunds, replacements, product-quality complaints or other order-related issues, please contact:

SALTL

Email: info@saltl.in
WhatsApp: +91 92112 41449

Grievance Officer: Abhishek
Email: info@saltl.in

Please include your order number whenever contacting us about an order.

15. Governing law

This policy is governed by the laws of India.

Nothing in this policy is intended to exclude, restrict or limit any rights or remedies available to consumers under applicable Indian law.

16. Our commitment

We make SALTL with care, and we want every order to arrive in the same condition and quality in which it was packed.

If something has gone wrong with your order, please tell us.

We will review the matter fairly, investigate genuine issues carefully and work towards an appropriate resolution.

SALTL - Salt, Reimagined.