1. Availability changes
Grocery availability can change between checkout and fulfilment, especially for fresh, seasonal, and limited-stock items.
2. Approval before substitution
Naama Veedu will not intentionally replace an unavailable product with a different item unless the customer has provided a substitution preference or has approved the change.
3. Price differences
If an approved substitute costs less, the customer will not be charged more than the substitute price. If it costs more, the higher price must be confirmed before the change is finalized.
4. Brand, size, and dietary considerations
When suggesting a substitute, Naama Veedu considers brand preference, package size, dietary labels, and other relevant product details.
5. No suitable substitute
If no suitable substitute is available or the customer declines the option, the unavailable item should be removed from the order and any required payment adjustment handled through the order process.
6. Customer instructions
When substitution choices are added to checkout, customer instructions should take priority where operationally possible.