Draft for review.
This page is a working draft. Anything marked [TO CONFIRM] still needs your real details filled in, and the whole document should be checked by a lawyer before you rely on it.
We sell food, so we cannot take most of it back once it has left us. What we can do is replace or refund anything that arrives damaged, spoiled or wrong — and we would rather hear about it than not.
If something arrives damaged or spoiled
- Message us on WhatsApp within 48 hours of delivery with your order number and a photograph of the problem.
- We will replace the item or refund it. You will not usually be asked to send anything back — photographs are enough.
- This covers leaking ghee, crushed packaging, parcels damaged in transit, and anything that has spoiled before reaching you.
If we sent the wrong thing
Message us and we will send the correct item at our cost. Keep the wrong item; we will not ask you to post food back across the country.
What we cannot accept back
- Opened or partly used food, for hygiene and food safety reasons.
- Items reported more than 48 hours after delivery, where we cannot reasonably tell whether the problem happened in transit or afterwards.
- Products damaged by storage after delivery — nuts left in a warm cupboard, ghee contaminated with a wet spoon, and so on. Our product pages carry storage guidance for exactly this reason.
- Natural variation. Crystallised honey, grainy ghee, and beans that vary slightly in size are normal characteristics of unprocessed food, not defects.
Cancellations
- You can cancel a free of charge any time before it is dispatched — message us and we will refund in full.
- Once a parcel has been handed to the courier it cannot be cancelled, because it has already been packed for you specifically.
How refunds are issued
- Refunds go back to the original payment method.
- Refunds are initiated within [TO CONFIRM] working days of being approved, and typically take a further 5–7 working days to appear depending on your bank or UPI provider.
Seasonal availability
Much of what we sell is seasonal and harvested once a year. If something sells out mid-order we will contact you to either refund that item or wait for the next harvest — we will not silently substitute something else.
Last updated: [TO CONFIRM]