Refund & Cancellation Policy
Transparent policies for cancellations, refunds, and exchanges on all our products and services.
Due to the perishable nature of dry ice and water products, our refund policy has specific conditions. Please read carefully before placing your order.
| Cancellation Time | Refund Eligibility | Cancellation Fee |
|---|---|---|
| More than 24 hrs before delivery | Full Refund | No Fee |
| 12 – 24 hrs before delivery | 80% Refund | 20% Fee |
| 6 – 12 hrs before delivery | 50% Refund | 50% Fee |
| Less than 6 hrs before delivery | No Refund | 100% Fee |
| After dispatch / delivery attempt | No Refund | 100% Fee |
To cancel an order, contact us immediately through any of these channels:
Refunds for dry ice are provided only in these circumstances:
- Quality Issue: Below promised standards — documented with photos/videos at delivery
- Wrong Product: Different product than what was ordered
- Short Quantity: Delivered quantity less than ordered (verified at delivery)
- Non-Delivery: We fail to deliver within promised timeframe due to our fault
- Sealed Products: Unopened jars/bottles returnable within 24 hrs if quality is compromised
- Damaged Packaging: Leaking or damaged packaging at the time of delivery
- Wrong Product: Different brand or size than what was ordered
- Expired Product: Products past their best-before date
- Water cooler rentals can be cancelled with 7 days' notice
- Security deposit refunded after equipment is returned in good condition
- Deductions for damages will be assessed upon inspection
Reach us via phone, WhatsApp, or email as soon as possible.
Include order ID, product name, and a clear description of the problem.
Visual documentation helps us process your claim faster.
You will receive a decision via phone or email once reviewed.
| Payment Method | Refund Method | Processing Time |
|---|---|---|
| UPI | Original UPI ID | 3–5 business days |
| Bank Transfer | Original bank account | 5–7 business days |
| Cash | Cash or bank transfer | Immediate or 2–3 days |
| Cheque | Bank transfer | 7–10 business days |
Full or partial refund based on the nature and extent of the issue
Refunded only if the entire order is cancelled before dispatch
Adjusted proportionally with the refund amount as per regulations
- Dry ice that has sublimated due to customer storage conditions
- Water products after opening or breaking the seal
- Products damaged due to customer mishandling
- Orders cancelled after dispatch has been initiated
- Special custom orders (non-standard sizes/specifications)
- Event services that have already been rendered
We are not liable for delays or failures due to circumstances beyond our control, including:
Write to grievance@sourabhtrading.com with full order details and the issue description.
Our team will thoroughly investigate and provide a resolution.
You may approach consumer courts in Mohali, Punjab jurisdiction as a last resort.
Customer Support Team