Cancellation & Refund Policy

1. Nature of Explosives & Fireworks Goods

At Sri Madurai Meenakshi Crackers (SMM Crackers), every cracker parcel is securely packaged in moisture-proof heavy carton boxes to withstand long-distance road transport. Because fireworks are classified as hazardous and explosive materials under Indian Central laws, standard return transit of delivered fireworks is prohibited by commercial transport rules. Therefore, all sales are considered final once delivered safely.

2. Order Cancellation Before Dispatch

We understand that plans can change. You can request order cancellation under the following conditions:

• Before Parcel Dispatch: If you contact us via WhatsApp (+91 7904115005) or phone before your consignment has been handed over to the transport agency in Sivakasi, your order will be cancelled immediately with a 100% full refund.
• After Dispatch: Once the consignment has been booked with the transport service and an official Lorry Receipt (LR) has been generated, the order cannot be cancelled as freight charges and goods have already been placed in transit.

3. Damage or Drenched Goods in Transit

While we partner exclusively with verified road transport carriers with proven safety records, occasional transit mishandling or extreme weather may occur:

• Visible Box Damage: If the outer corrugated carton arrives torn, heavily crushed, or soaked with rainwater at the parcel office, please point it out to the transport branch staff immediately before signing the LR delivery acknowledgment.
• Photo / Video Proof: Take clear photographs and an unboxing video showing the shipping label, carton condition, and affected inner cracker boxes.

4. 24-Hour Notice & Claim Filing Window

Any claim regarding transit damages, soaked fireworks, or broken boxes must be reported to our customer support desk within 24 hours of collecting the parcel from the transport hub:

• Send photos and a brief description along with your Order ID and LR copy via WhatsApp to +91 7904115005.
• Our dispatch team will verify the claim with the transport provider and issue either an instant replacement parcel (if time permits before Diwali) or a proportional monetary refund for the damaged items.

5. Missing or Shortage Items Verification

Every parcel dispatched from our Sivakasi warehouse undergoes dual verification against your approved order invoice. In the rare event an item is found missing in your sealed carton:

• Please share your unboxing video or parcel packing slip within 24 hours of delivery.
• Upon verification, we will promptly refund the exact billed price of the missing cracker item to your UPI/bank account.

6. Refund Settlement Timeline (5 to 7 Working Days)

Once an authorized cancellation or transit claim is approved:

• Refunds are initiated within 24 to 48 business hours.
• The amount will reflect back in your original UPI ID, Google Pay, PhonePe, or Bank Account within 5 to 7 working days, depending on banking clearing cycles.
• Confirmation receipts with bank UTR transaction references will be forwarded to your WhatsApp contact.

7. Non-Refundable Scenarios

Refunds or replacements cannot be granted in the following circumstances:

• Refusal to collect the parcel from the designated town transport hub after arrival notice has been sent.
• Delay in collecting the parcel resulting in transport demurrage or festive expiration.
• Damage caused by improper customer storage, exposure to moisture, or outdoor rain after successful delivery.
• Claims submitted after the 24-hour delivery window or without photo/video verification.