Refund policy

CRACK EAT: Exchange & Replacement Policy

At CRACK EAT, we provide premium, hygiene-certified dry fruits and seeds. To ensure the safety of our food products and maintain our quality standards, we follow a Strict No-Refund and No-Return Policy. We offer a replacement-only model based on the terms below.

1. The 36-Hour Strict Window

All exchange or replacement requests must be reported within 36 hours of the delivery time (as recorded by our courier partner).

  • Why? Because dry fruits are perishable and sensitive to storage conditions (heat/moisture), we cannot verify quality claims made after this period.

2. Mandatory Unboxing Video (No Video = No Exchange)

To prevent disputes and ensure accuracy, a clear, unedited unboxing video is mandatory for all "Wrong Item" claims.

  • The video must show the sealed courier bag being opened.
  • The shipping label must be visible in the video.
  • Strategic Note: This video acts as your digital receipt. Without this evidence, we cannot process an exchange, as it is our only way to verify the error occurred at our warehouse.

3. Acceptable Reasons for Exchange

We only allow exchanges for the following two reasons:

  • Wrong Product Sent: If the item inside the box does not match your invoice. (Requires Unboxing Video).
  • Incorrect Size Selection: If you accidentally ordered the wrong pack size (e.g., you ordered 200g but meant to buy 500g).

4. "Wrong Size" Exchange Conditions

We understand mistakes happen. We allow exchanges for different sizes under these strict conditions:

  • Seal Integrity: The product seal must be 100% intact. Any pack that has been opened or tampered with cannot be exchanged for hygiene reasons.
  • Shipping Costs: For "Wrong Size" exchanges initiated by the customer, a nominal Reverse Shipping Fee will be charged to the customer.
  • Price Difference: Any upward difference in price for a larger size must be paid before the new item is dispatched.

5. Strictly No Refunds

CRACK EAT does not offer monetary refunds. * We do not offer "Change of Mind" refunds.

  • In the rare event that a replacement item is out of stock, we will provide Store Credit in the form of a coupon code valid for 12 months. No cash/bank refunds will be issued.

6. How to Initiate Your Exchange

To start the process, contact our support team within the 36-hour window:

  • WhatsApp/Email: [Insert Contact Info]
  • Subject: Exchange Request - [Your Order ID]
  • Attach: Unboxing Video and a copy of your Invoice.