Store policies

Orders and delivery policy

Sembagam Caterers supplies against a written quotation. Every quotation states the price, taxes, lead time, freight and payment terms, and is valid for the period it states.

Confirming an order

An order is confirmed when we receive your purchase order (or written acceptance of the quotation) and any advance payment the quotation asks for.

Delivery

• Stock items are usually dispatched within 7 working days of confirmation; made-to-order items on the lead time in the quotation.
• We send goods across India by road freight or a logistics partner. Freight, insurance and unloading are as stated in the quotation.
• We send the invoice, e-way bill and transport receipt when the goods leave us.

On receipt

Please inspect goods on delivery and note any visible damage on the delivery receipt. Report shortages or damage within 3 days, with photos, so we can claim with the carrier and replace what is affected.

Questions about an order: use the contact page.

Returns, cancellations and refunds

Cancellations

An order can be cancelled in full before production or dispatch begins. Once material has been cut or ordered for a made-to-order item, the advance covers costs already incurred and is not refunded.

Returns

• Stock items in their original, unused condition can be returned within 7 days of delivery by agreement, with return freight paid by the buyer.
• Items made to your drawing, size or specification cannot be returned, except for defects.

Defects

If goods are defective or do not match the agreed specification, tell us within 7 days of delivery with photos and the invoice number: use the contact page. We repair, replace or credit them after inspection.

Refunds

Approved refunds are made by bank transfer to the account that paid, within 7 working days of approval, or as a credit note against your next order if you prefer.

Payment policy

Ways to pay

Sembagam Caterers accepts payment online through Razorpay, a secure payment gateway:

• UPI (Google Pay, PhonePe, Paytm, BHIM and any UPI app)
• Debit and credit cards (Visa, Mastercard, RuPay)
• Net banking and wallets
• Bank transfer (NEFT, RTGS or IMPS) against our proforma invoice, and payment links for advances

Security

Payments are processed on Razorpay's secure, PCI-DSS compliant pages. Sembagam Caterers never sees or stores your card number, CVV, UPI PIN or net-banking password. Never share an OTP or PIN with anyone who calls claiming to be from us.

Prices

All prices are in Indian rupees (₹) and include GST unless the product page says otherwise. Delivery charges, if any, are shown at checkout before you pay. There are no hidden charges. An invoice is issued for every order.

When your order is confirmed

An order is confirmed when the advance stated in the quotation is received, or on the credit terms agreed in writing.

Failed or double payments

If money leaves your account but the order is not confirmed, or you are charged twice, the extra amount is refunded automatically, usually within 5 to 7 working days. If it is not, use the contact page with the payment reference and we will trace it with Razorpay.

Refunds

Refunds go back to the original payment method (see our returns and refunds policy). The time for the credit to appear depends on your bank: usually 5 to 7 working days.

Disputes and chargebacks

If you have a problem with a payment, please contact us first so we can fix it quickly. Raising a chargeback with your bank for an order we have delivered may delay any refund while the bank reviews it.

Privacy policy

This policy explains what Sembagam Caterers collects when you use this website, why, and the choices you have. It follows India's Digital Personal Data Protection Act, 2023 and the IT Act, 2000.

What we collect

• Details you give us: your name, phone number, email address, delivery address and, for businesses, GSTIN.
• Your orders and messages to us.
• Payment status from Razorpay. We never receive your full card number, CVV, UPI PIN or bank passwords.
• Basic visit information (pages viewed, device type, approximate location from your IP address), counted without advertising cookies. If this store uses Google Analytics or Meta Pixel, those services set their own cookies.

How we use it

• To process, deliver and support your orders, and to send updates about them by email, SMS or WhatsApp.
• To send offers, only if you have signed up for them. Every message has a way to stop them.
• To keep accounts and tax records, prevent fraud and meet legal requirements.

Who we share it with

Only those who help us serve you: Razorpay for payments, courier and transport partners for delivery, and our email and messaging providers. They may use your details only for that purpose. We do not sell your personal data.

How long we keep it

Order and invoice records are kept for 8 years, as tax law requires. Other details are deleted when no longer needed, or when you ask, unless the law requires us to keep them.

Your choices

You can ask to see, correct or delete your personal data, or withdraw consent to marketing, at any time: use the contact page. We reply within 30 days.

Grievance officer

For any concern about your data, write to our grievance officer at Sembagam Caterers, 18 West Masi Street, Madurai 625001 (the details on our contact page). We acknowledge complaints within 48 hours and resolve them within 30 days.

Terms and conditions

These terms apply when you use this website or order from Sembagam Caterers. By placing an order you agree to them, along with our shipping, returns, payment and privacy policies.

Products and prices

• We describe products as accurately as we can. Colours can look slightly different on screens, and handmade or natural products vary a little from piece to piece.
• Prices and availability can change without notice until your order is confirmed. If a price is shown wrongly by mistake, we will tell you before dispatch and you may cancel for a full refund.
• Quotations are valid for the period they state. The written quotation and purchase order take precedence over this website.

Orders

• An order is accepted when we confirm it. We may decline or cancel an order (with a full refund) if an item is out of stock, a payment is flagged as fraudulent, or delivery is not possible to your address.
• Please give correct contact and delivery details; we are not responsible for delays caused by wrong details.

Your account

If you create an account, keep your sign-in codes to yourself. You are responsible for orders placed from your account.

Use of this website

Do not misuse the website: no attempts to break its security, scrape it in bulk, or post unlawful content in reviews or messages. The text, photos and designs on it belong to Sembagam Caterers or its licensors.

Liability

We are responsible for delivering what you ordered as described. We are not liable for indirect losses, or for delays caused by events outside our control such as strikes, floods, transport bans or courier failures. Nothing here limits your rights under the Consumer Protection Act, 2019.

Complaints

If something goes wrong, use the contact page. Our grievance officer can be reached at Sembagam Caterers, 18 West Masi Street, Madurai 625001 (the details on our contact page); we acknowledge complaints within 48 hours and resolve them within 30 days.

Law and jurisdiction

These terms are governed by the laws of India, and the courts at Madurai have jurisdiction.

Changes

We may update these terms. The version on this page when you place an order applies to that order.