CHNB 17 sells food and produce sourced directly from the Chenab Valley. We do not compromise on quality. Every batch we ship has been inspected and selected with care. For this reason, our refund and replacement policy is limited to physical issues that occur during delivery, not to the quality of the product itself.
We do not accept general returns or change-of-mind cancellations once an order has been dispatched. If something has gone wrong in transit, we want to know and we will make it right.
1. When you can claim a refund or replacement.
You are entitled to a refund or replacement, free of cost, only in the following situations:
- The product arrives damaged or broken in transit
- The package is tampered with or has been opened before delivery
- You receive the wrong product or a wrong quantity
Once a package is accepted in good external condition, no further claim is admissible. This is because food is a consumable good and we have no way to verify the condition of a product after it has been opened.
2. Damaged in transit.
Damage during delivery can happen and is sometimes the responsibility of the courier rather than ours. You should not be the one chasing the delivery partner. We will take that on for you.
Please report the issue to us within 24 hours of delivery with clear photo evidence of:
- The outer packaging as you received it
- The damaged product
- The shipping label or AWB number
Once we verify the claim, we will offer you a full refund or a free replacement at your choice. We will handle the claim with the courier separately and you will not need to involve them.
3. Wrong product or quantity.
If you have received the wrong product or quantity, report it within 24 hours of delivery with photo evidence. We will send the correct product at our cost or refund you in full.
4. What is not eligible for refund or replacement.
- Complaints about taste, aroma, colour, texture or any other quality attribute of the product itself. We have already inspected and stood behind the quality before dispatch.
- Products that have been opened, partially consumed or removed from their original packaging (unless covered by a damage or wrong-product claim above)
- Change-of-mind cancellations after dispatch
- Issues reported more than 24 hours after delivery without prior notice
- Damage caused by mishandling or improper storage after delivery
5. Order cancellation before dispatch.
If you wish to cancel an order before it has been dispatched, email us as soon as possible. If the order has not yet left our facility, we will cancel and refund in full. Once an order is dispatched, cancellation is no longer possible.
6. Refund timeline.
Approved refunds are processed within 7 to 10 business days of approval. The refund is credited back to the original payment method used at checkout. Depending on your bank, it may take an additional 2 to 5 business days to reflect on your statement.
Return shipping costs, where applicable, are borne by us. You will not be charged to send back a damaged or wrong product.
7. Reaching out to us.
Even if your situation is not covered by this policy, you are welcome to write to us. We are a small team and we read every email. We may not be able to issue a refund or replacement outside the cases above, but we will always hear you out and respond.
8. How to reach us.
For any refund, replacement, cancellation or general enquiry, write to support@chnb17.com with your order number and, where relevant, photo evidence. We acknowledge enquiries within 24 hours.