Swarnim Spirits Limited is committed to upholding the highest standards of product quality. This Refund Policy outlines the circumstances under which refunds or replacements may be requested in relation to our B2B trade and distribution relationships.
Overview
Swarnim Spirits Limited currently operates as a B2B (business-to-business) enterprise. Our products — including Hakari Premium Beer and Nomikai Premium Alcopop — are supplied exclusively through authorised distributors, retail channels, and licensed establishments. We do not directly sell to individual consumers through this website.
This Refund Policy applies to our trade partners, distributors, and authorised stockists. End consumers should direct their refund or grievance requests to the licensed outlet or retailer from whom they made their purchase.
Note: All refund and return requests are subject to the terms outlined in your individual Distribution or Supply Agreement with Swarnim Spirits Limited. In the event of any conflict, the terms of the signed agreement shall prevail.
Scope of Policy
This policy covers refund and replacement claims relating to:
- Products supplied by Swarnim Spirits Limited to authorised distributors and trade partners.
- Merchandise, promotional materials, or branded items dispatched under a formal purchase order.
- Any services or non-product deliverables where a written agreement specifies refund provisions.
This policy does not cover products once they have left the possession of our authorised distribution partners, nor does it apply to products that have been mishandled, incorrectly stored, or tampered with after delivery.
B2B & Trade Orders
All trade orders placed by authorised distributors and partners are confirmed via formal purchase orders and are subject to our standard supply terms. Returns or cancellations of confirmed orders are generally not accepted unless one of the qualifying conditions outlined in this policy is met.
Our sales team must be notified of any intent to return or seek a refund within 7 calendar days of product receipt. Claims raised after this window will not be eligible for consideration unless exceptional circumstances are documented and approved by our management.
Defective Products
We stand firmly behind the quality of our products. If a trade partner receives products that are defective, contaminated, or fail to meet our quality specifications, they are entitled to request a replacement or refund under the following conditions:
- The defect must be reported within 7 calendar days of delivery, accompanied by written documentation.
- Photographic or video evidence of the defect, batch number, and product condition must be submitted via email.
- Products must not have been opened, redistributed, or further handled in a way that could have caused or contributed to the defect.
- Our quality assurance team reserves the right to inspect the products before approving a refund or replacement.
Approved defective product claims will be resolved by way of product replacement in the first instance. A monetary refund will be considered where replacement is not practicable.
Damaged in Transit
In the event that products are damaged during transit, the following procedure must be followed:
- Do not discard any damaged packaging or product — retain all items for inspection.
- Photograph the damaged goods and packaging clearly, including shipping labels and batch codes.
- Notify our logistics and sales team within 48 hours of delivery via email at [email protected].
- Submit a formal written claim with all photographic evidence attached.
- Our team will coordinate with the logistics partner and respond within 5 business days.
Claims for transit damage not reported within 48 hours of delivery may not be eligible for a refund or replacement, as it becomes difficult to establish the cause of damage.
Non-Refundable Cases
Refunds or replacements will not be issued in the following circumstances:
- Change of mind or order cancellation after dispatch of goods.
- Incorrect storage conditions (e.g., exposure to excessive heat, sunlight, or moisture) resulting in product deterioration.
- Products that have been opened, consumed in part, or tampered with.
- Products returned without prior written authorisation from Swarnim Spirits Limited.
- Claims made beyond the stipulated reporting timeframes specified in this policy.
- Damage resulting from mishandling, improper display, or negligence on the part of the distributor or end retailer.
- Differences in product appearance between batch productions that fall within acceptable manufacturing tolerances.
Refund Process
To initiate a refund or replacement claim, please follow the steps below:
- Contact our team at [email protected] with subject line: "Refund/Return Request – [Your Company Name] – [Order Reference]"
- Include your full business name, registered address, order reference number, and a detailed description of the issue.
- Attach clear photographs or videos documenting the product defect or damage.
- Our team will acknowledge your claim within 2 business days and provide a reference number.
- We may request that the affected products be retained for collection and inspection prior to processing your claim.
- Upon approval, replacement dispatch or refund processing will be completed within the timelines specified below.
Refund Timeline
| Stage | Timeline |
|---|---|
| Claim Acknowledgement | 2 business days |
| Quality Review & Decision | 5–7 business days |
| Replacement Dispatch (if approved) | 3–5 business days from approval |
| Credit Note / Monetary Refund | 7–14 business days from approval |
Timelines may vary depending on the complexity of the claim, availability of stock, and logistics conditions. You will be kept informed of the status of your claim throughout the process.
Dispute Resolution
We are committed to resolving all refund-related disputes fairly and in good faith. If your refund or replacement claim has been reviewed and you disagree with our decision, you may escalate the matter in writing to our senior management team.
All disputes that cannot be resolved amicably will be subject to binding arbitration under the Arbitration and Conciliation Act, 1996 of India, with proceedings conducted in New Delhi. The decision of the arbitrator shall be final and binding on both parties.
Contact Us
For all refund and return related queries, please contact our team directly:
Raghu Nagar, Near Dabri Mod,
New Delhi — 110045
10:00 AM – 6:00 PM IST