Customer & Business Responsibilities

1. Customer Responsibilities

Customers are responsible for providing complete, accurate, and up to date information while placing an order.

This includes, where applicable  :

• Full name
• Mobile number
• Email address
• Complete delivery address
• PIN code
• Landmark or additional delivery instructions
• Billing information
• Other information required to process or deliver the order

Incorrect, incomplete, or outdated information may result in delays, failed delivery attempts, returned shipments, or other difficulties.

Customers should carefully verify all information before submitting an order.

2. Product Selection Responsibility

Before purchasing any product, customers are requested to carefully review the information available on the relevant product page.

This may include  :

• Product name
• Description
• Product images
• Quantity
• Weight or size
• Ingredients, where applicable
• Usage information
• Price
• MRP
• Offers or discounts
• Availability
• Storage instructions
• Other relevant product information

Customers are responsible for selecting the product that is appropriate for their individual requirements.

If any information is unclear or if additional information is required before purchasing, customers are encouraged to contact SMK Traders before placing the order.

3. Information Available on Our Website

SMK Traders provides important information regarding orders and services through different sections of the website.

Customers are encouraged to review the applicable policies, including where relevant  :

• Shipping and Delivery Policy
• Cancellation Policy
• Return Policy
• Refund Policy
• Privacy Policy
• Terms and Conditions
• Payment Information
• Discount and Offer Information
• Wholesale or Bulk Purchase Information
• Contact Information

Orders and services are generally processed according to the terms and conditions stated in these policies.

4. Questions Before Purchasing

We want customers to make informed purchasing decisions.

If you have questions about a product, order, delivery, payment, return, refund, or any other service, you may contact SMK Traders for clarification.

Customers are encouraged to contact us before purchasing whenever additional clarification may materially affect their purchasing decision.

5. Responsible Use of Our Website

Customers must use the SMK Traders website and its services only for genuine and lawful purposes.

Customers should not intentionally  :

• Submit false information
• Place fraudulent or misleading orders
• Misuse cancellation, return, or refund facilities
• Attempt unauthorized access to the website
• Interfere with website functionality
• Abuse promotional offers or discount systems
• Create unnecessary or deliberately misleading disputes
• Use another person's information without proper authorization

We reserve the right to review or restrict activity that appears fraudulent, abusive, unlawful, or harmful to the operation of our business, subject to applicable law.

6. Order Review Before Confirmation

Customers should carefully review their order before completing payment or confirming the purchase.

Please verify  :

• Selected products
• Product variants
• Quantity
• Price
• Discounts
• Delivery address
• Contact number
• Payment method
• Final payable amount

Once an order enters processing, packing, or dispatch, certain changes or cancellations may no longer be possible in accordance with our Cancellation Policy.

7. SMK Traders' Responsibilities

SMK Traders will make reasonable efforts to provide customers with accurate product information and a reliable purchasing experience.

Our responsibilities generally include  :

• Displaying relevant product information
• Processing valid orders
• Maintaining reasonable website functionality
• Packing products appropriately
• Dispatching confirmed orders
• Providing applicable order information
• Responding to genuine customer enquiries
• Reviewing eligible cancellation requests
• Reviewing eligible return requests
• Processing eligible refunds
• Assisting customers with genuine product related issues
• Correcting confirmed errors caused by SMK Traders where reasonably possible

If an issue is directly caused by SMK Traders, we will make reasonable efforts to investigate and resolve the matter appropriately.

8. Product Related Issues

If you receive a product with a genuine issue attributable to SMK Traders, such as an incorrect product, missing item, eligible damaged product, or another verified fulfilment issue, please contact us within the applicable time period stated in our relevant policies.

We may request reasonable supporting information such as  :

• Order number
• Photographs
• Videos
• Package images
• Shipping label
• Product details
• Description of the issue

This information helps us verify the issue and provide an appropriate resolution.

Any return, replacement, or refund will be handled according to the applicable Return and Refund Policy and applicable law.

9. Website Related Issues

SMK Traders is responsible for maintaining the website and making reasonable efforts to correct technical problems under our control.

If customers experience issues involving  :

• Incorrect website information
• Checkout problems
• Order processing errors
• Payment status discrepancies
• Account related technical problems
• Incorrect information generated by our website

They may contact us for assistance.

We will investigate genuine website related issues and make reasonable efforts to correct confirmed errors under our control.

10. Customer Support Response Times

We aim to respond to customer enquiries as reasonably and promptly as possible.

However, responses may occasionally be delayed because of  :

• High enquiry volumes
• Public holidays
• Weekends
• Technical problems
• Order investigations
• Courier investigations
• Payment verification
• Return or refund verification
• Other operational circumstances

A delayed response does not mean that the customer's request has been ignored.

Complex issues may require additional time to investigate properly.

11. Third Party Courier Services

Orders may be delivered through independent third party courier or logistics companies.

Once an order has been handed over to the courier, certain parts of the delivery process are managed by the courier company.

This may include  :

• Transportation
• Delivery routing
• Delivery scheduling
• Tracking updates
• Delivery attempts
• Courier staff communication
• Local delivery operations
• Return to origin transportation
• Reverse pickup services

SMK Traders does not directly control every action performed by an independent courier company.

12. Courier Delays

Delivery estimates are provided in good faith, but actual delivery times may sometimes vary because of circumstances outside the direct control of SMK Traders.

Possible causes include  :

• Courier operational delays
• Weather conditions
• Natural events
• Local restrictions
• Transport disruption
• Public holidays
• Incorrect customer address
• Unreachable customer contact number
• High shipment volumes
• Remote delivery locations
• Other unforeseen logistical circumstances

Where appropriate, SMK Traders will make reasonable efforts to assist customers in communicating with the courier or tracking the shipment.

However, delivery timelines controlled exclusively by third party courier companies cannot always be guaranteed by SMK Traders.

13. Courier Complaints and Investigations

Courier related complaints may sometimes require investigation by the relevant courier company.

Examples include  :

• Shipment marked delivered but not received
• Unexpected delivery delay
• Damaged outer package
• Failed delivery attempt
• Incorrect tracking update
• Return to origin issue
• Reverse pickup delay
• Missing shipment investigation

In such situations, SMK Traders may need to communicate with the courier company before providing a final response.

The investigation period may depend on the courier company's processes and response time.

14. Third Party Payment Services

Certain payments may be processed through banks, UPI providers, payment gateways, card networks, or other third party financial service providers.

Temporary issues involving payment authorization, bank processing, payment confirmation, refund settlement, or transaction status may depend partly on these third party systems.

SMK Traders will make reasonable efforts to assist customers with confirmed payment related issues within our control.

15. Refund Processing Time

Where a refund is approved, SMK Traders will initiate the eligible refund according to the applicable Refund Policy.

After a refund has been initiated, the time required for the amount to appear in the customer's bank account, card, UPI account, or payment method may depend on the bank, payment gateway, or financial service provider.

Third party banking processing times are outside the direct control of SMK Traders.

16. Customer Availability for Delivery

Customers are responsible for providing a valid delivery address and being reasonably available to receive the order.

If delivery fails because of  :

• Incorrect address
• Incomplete address
• Incorrect phone number
• Repeated failure to answer delivery calls
• Refusal to accept a valid shipment
• Customer being unavailable after reasonable delivery attempts

The order may be returned to SMK Traders by the courier.

Any reshipping, cancellation, or refund in such circumstances will be handled according to the applicable store policy.

17. Cancellation Responsibility

Customers should review our Cancellation Policy before placing an order.

Cancellation requests must be submitted within the applicable cancellation period.

Once an order has entered a stage where cancellation is no longer permitted under the published policy, SMK Traders may not be able to cancel the order.

Customers are therefore encouraged to carefully review the order before confirmation.

18. Returns and Refunds

Customers are responsible for reviewing the Return and Refund Policy before requesting a return or refund.

Returns and refunds are subject to the applicable eligibility requirements.

A request may require verification before approval.

SMK Traders will review genuine eligible claims and provide the appropriate resolution according to our published policies and applicable law.

19. Offers, Discounts and Promotional Benefits

Customers should review the conditions attached to discounts, coupon codes, promotional offers, automatic discounts, or special pricing.

Offers may  :

• Apply only to selected products
• Require a minimum purchase amount
• Be valid for a limited period
• Have maximum discount limits
• Be unavailable with another promotion
• Expire automatically
• Be subject to specific eligibility requirements

Expired or ineligible promotional offers cannot normally be applied after their validity period has ended.

20. Food and Dry Food Products

SMK Traders may sell dry fruits, food products, and other consumable goods.

Customers should review all available product information before purchasing and follow any storage, usage, expiry, or handling instructions provided with the product.

Customers should also consider their own dietary requirements, allergies, sensitivities, or other individual requirements before consuming a product.

If you require specific product information before purchasing, please contact us.

21. Customer Care and Cooperation

We request customers to communicate respectfully and provide accurate information when contacting customer support.

Providing complete details allows us to investigate and resolve issues more efficiently.

Depending on the issue, we may request additional information before providing a final resolution.

22. Fair Resolution of Genuine Issues

SMK Traders takes genuine customer concerns seriously.

If a confirmed issue is caused by our product fulfilment, website, order processing, packing, or another matter within our reasonable control, we will make reasonable efforts to provide an appropriate solution.

Possible resolutions may include, depending on eligibility  :

• Correction of an order issue
• Replacement
• Refund
• Store related correction
• Additional assistance
• Other appropriate resolution

The appropriate resolution will depend on the circumstances and the applicable policy.

23. Matters Outside Our Reasonable Control

SMK Traders cannot reasonably guarantee or control every event involving independent third parties or circumstances outside our control.

However, where possible, we will assist customers in resolving legitimate issues even when another service provider is involved.

Nothing in this section is intended to remove responsibilities that SMK Traders is legally required to fulfil.

24. Acceptance of Store Policies

By placing an order with SMK Traders, customers acknowledge that they have had the opportunity to review the relevant product information and applicable store policies.

Customers agree that their order will be processed in accordance with the applicable policies displayed on our website, subject to applicable law.

Customers should not place an order if they do not understand or agree with important conditions affecting their purchase. They may contact us for clarification before ordering.

25. Changes to Information and Policies

SMK Traders may update product information, operational procedures, service terms, or store policies from time to time.

The latest version published on our website will apply as permitted by applicable law.

Material changes will not be used to unfairly remove rights that have already arisen under a completed transaction or applicable consumer law.

Contact Information

If you need assistance or clarification regarding an order, product, payment, delivery, return, refund, or store policy, please contact us.