Return & Refund Policy

Overview

We want you to be happy with what arrives. If something is wrong with your order — damaged, incorrect, missing or not of the quality you should expect — tell us and we will put it right.

Because we sell food, we cannot accept every item back once it has left us. This policy explains where that limitation genuinely applies and where it does not. It does not reduce any right you have under applicable consumer law.

Issues We Accept

Contact us if any of the following applies to your order:

• the product or its packaging arrived damaged;
• you received the wrong item;
• an item is missing from your order;
• the product has a genuine quality or condition problem;
• the product is not as described on the website.

Each of these is covered in more detail below. In every case, start by contacting us — do not send anything back before we have agreed the return with you.

Damaged Product

If the outer packaging is visibly damaged on arrival, you may refuse the delivery. If you have already accepted it, photograph the outer box and the seal before opening, then photograph the affected products.

Tell us what is damaged and how much of the order is affected. Where a claim is accepted we will replace the affected items or refund them, whichever you prefer and stock allows.

Wrong Product

If you received something you did not order, keep it sealed and unopened where possible and contact us. We will arrange collection or return of the incorrect item at our cost, and send the correct product or refund it.

Missing Item

Orders are occasionally sent in more than one parcel, so please check whether a second consignment is in transit before reporting an item missing — see the Shipping Policy.

If an item is genuinely absent from a completed delivery, tell us which item and quantity is missing. We will send it or refund it.

Quality Concern

If a product does not seem right — condition, smell, texture or freshness — stop consuming it and contact us with a description and photographs, along with the batch and best-before markings on the pack.

Please note that natural food products vary between batches and seasons in colour, size, shape and texture. Variation of that kind is normal and is not, by itself, a fault. A genuine quality problem is a different thing, and is covered here.

Evidence and Photographs

For damage, wrong items, missing items and quality concerns we may ask for photographs: the outer packaging, the product itself, and the batch or best-before markings on the pack.

We ask for this to identify where the problem occurred — with the supplier, in our packing, or in transit — so it can be fixed upstream, and to settle claims quickly without sending goods back and forth. We will not ask for evidence that is unreasonable in the circumstances, and we will not use an evidence request to avoid a legitimate claim.

Products We Cannot Take Back

For food safety and hygiene reasons, we cannot generally accept the return of:

• products where the seal or packaging has been opened, unless the problem is exactly what you are reporting;
• perishable items returned simply because of a change of mind;
• products that have been stored or handled contrary to the instructions on the pack;
• products where the best-before date has passed while in your care.

This applies to change-of-mind returns of opened or perishable goods. It does not apply where a product is damaged, defective, incorrect, missing or not as described — those are always covered, and this section does not override your statutory rights.

Refund Method

Approved refunds are issued to the original payment method used for the order. We cannot refund to a different card, account or person.

Where a partial order is affected, we refund the affected items rather than the whole order, unless the remainder is unusable without them.

Who Pays Return Shipping

Where the problem is ours — a damaged, incorrect, defective, missing or misdescribed item — we cover the cost of return or collection. You should not be out of pocket for a mistake we made.

Where a return is agreed for another reason, and the law does not require otherwise, return shipping may be at your cost. We will tell you which applies before anything is sent back, never afterwards.

Your Rights as a Consumer

This policy sets out how we handle returns and refunds in practice. It operates in addition to your rights under applicable consumer law, and does not replace or limit them.

If you are not satisfied with how we have handled a claim, you can escalate it to our grievance contact, whose details are on the Contact page. You may also be entitled to approach a consumer forum or other authority under the law that applies to you.

Contact

To report an issue, contact us with your order number and, where relevant, photographs:

• Email: use the form on our Contact page
• Phone: +91 91849 73392
• Support hours: see our Contact page

Changes to This Policy

We may update this policy as our processes change. The revised version applies from the moment it is published on this page, and the date shown at the top will change. The version in force when you placed your order governs that order.