Refund policy
This Return, Replacement and Refund Policy (“Policy”) sets out the terms, conditions, eligibility criteria, evidentiary standards, inspection procedures and settlement mechanisms governing product return requests, replacements and refunds for purchases made from our platform (“Company”). By placing an order, the customer (“Customer”) acknowledges, accepts and agrees to be bound by this Policy.
This Policy has been established to ensure fairness, operational transparency, product-safety integrity, hygiene compliance and responsible claim handling, while giving priority to replacement as the primary method of resolution. Monetary refunds shall be considered only where replacement is not feasible, practical or permissible on the basis of inspection results and policy compliance.
1. Definitions
1.1 “Return Request” refers to a formal request submitted by the Customer within the permitted time period seeking evaluation of a purchased product.
1.2 “Inspection” refers to structured product assessment carried out by the Company’s Quality and Inspection Team.
1.3 “Replacement” refers to issuance of the same product or a suitable alternative in place of the returned item.
1.4 “Refund” refers to monetary settlement, store credit or coupon value issued after inspection approval.
1.5 “Evidence” refers to photographs, videos, unboxing recordings or any other material submitted by the Customer in support of a claim.
1.6 “Convenience or COD Fee” refers to non-refundable handling and processing charges applicable to Cash-on-Delivery transactions.
2. Scope and Applicability
2.1 This Policy applies only to products purchased directly from the Company.
2.2 This Policy does not apply to items purchased from third-party sellers, resellers or marketplace platforms.
2.3 The Company reserves the right to verify identity, purchase records and transaction authenticity before approving any return, replacement or refund.
3. Return Eligibility Period
3.1 A Return Request must be initiated within two days from the date of delivery, including the delivery date itself.
3.2 Any request made after expiry of the permitted period shall not be entertained, except in rare circumstances that are legally justified and expressly approved by the Company.
3.3 The condition of the product at the time of pickup must correspond with the condition declared by the Customer at the time of initiating the Return Request and shall remain subject to inspection verification.
4. Return Initiation, Evidence and Documentation
4.1 All Return Requests must be initiated exclusively through WhatsApp at 6006884730. Any communication made through alternative channels shall not be treated as a valid return initiation.
4.2 At the time of filing the Return Request, the Customer shall provide the Order ID, contact details, description of the issue, clear photographs or videos of the product and its packaging, along with the delivery date and request initiation date.
4.3 Customers are strongly advised to record a video while opening the package. An unboxing video may be required as evidentiary proof in cases involving claims of missing items, leakage, tampering, damage or shortage.
4.4 The Customer shall not dispatch, ship or hand over the product until explicit approval and instructions are issued by the Company.
4.5 Requests lacking adequate documentation, containing inconsistent information or initiated without authorization may be rejected.
5. Reverse Pickup, Packaging and Handling
5.1 Upon approval of the Return Request, a reverse pickup shall be arranged, subject to courier service availability and operational feasibility.
5.2 The Customer shall ensure that the product is securely packed, safely stored, not tampered with and not used after approval of the return.
5.3 Any deterioration or damage caused due to improper storage, inadequate packaging or negligence on the part of the Customer may affect eligibility for replacement or refund.
5.4 The product shall remain under inspection review status until the Quality and Inspection Team completes examination and issues a final determination.
6. Inspection and Quality Verification
6.1 Every returned product shall undergo structured inspection for the purpose of assessing seal integrity, hygiene condition, usage status, handling marks, spoilage, leakage, contamination, storage suitability and consistency with the details and evidence submitted by the Customer, including unboxing video where available.
6.2 The findings of the inspection process shall be final and binding for the purpose of determining eligibility, refund percentage, replacement entitlement or claim rejection.
7. Condition-Based Refund Assessment
7.1 Where the product is unused, untouched, sealed and intact, eligibility shall be up to one hundred percent refund, excluding COD and convenience charges.
7.2 Where the product is unused but slightly handled or touched, eligibility shall be up to ninety-eight percent refund, excluding COD and convenience charges.
7.3 Where the product is opened but not used and only inspected or checked, eligibility shall be up to ninety-five percent refund, excluding COD and convenience charges.
7.4 Where the product is partially consumed, eaten, opened or used, eligibility shall be variable and determined strictly on the basis of hygiene standards, regulatory suitability and inspection findings.
7.5 Where the product is damaged, eligibility shall be variable, depending upon the nature, cause and extent of the damage as determined during inspection.
7.6 Evidence of misuse, tampering, concealment of condition, improper storage or abuse of the return process may result in rejection of the claim or reduction of compensation.
7.7 COD fees, handling charges and convenience fees shall remain strictly non-refundable in all circumstances.
8. Replacement-First Resolution Principle
8.1 Replacement shall be treated as the primary and preferred form of resolution wherever permissible and practical.
8.2 Replacement shall be prioritized in situations where the product is damaged or defective in transit, packaging or seal integrity is compromised, the wrong product, quantity or variant is supplied, or a quality deviation is confirmed after inspection.
8.3 Replacement may be issued either for the same product and variant or for a suitable equivalent alternative, subject to availability and company approval.
8.4 Where a viable replacement is available and reasonable for resolving the issue, refund requests may be declined and replacement may be processed instead, in accordance with this Policy.
9. Refund Settlement, Mode and Timelines
9.1 Refunds, where approved after inspection, may be processed in the form of store credit, coupon adjustment, product replacement value or, in rare and exceptional cases, transfer to the original payment method or bank account.
9.2 The mode of settlement shall be determined solely by the Company on the basis of inspection results, operational feasibility and internal policy guidelines.
9.3 Timelines for credit of refund amount may vary depending on banking networks and payment gateway processing cycles.
10. Claims for Damage, Shortage or Wrong Item
10.1 Any claim relating to damage, shortage, leakage, mis-delivery or incorrect product must be reported immediately upon delivery and must be supported by photographic or video proof.
10.2 Customers are strongly advised to record an unboxing video at the time of opening the package, and such video may be required for validating claims relating to missing contents, damaged interiors or tampered packaging.
10.3 Claims reported after unreasonable delay or without adequate supporting evidence may be rejected.
11. Non-Returnable and Restricted Categories
11.1 Returns shall not be accepted for perishable or consumable items unfit for resale, products exposed to improper storage or contamination, customized or personalized items, complimentary or promotional items, clearance or final-sale products, or gift cards and redeemed credits.
11.2 Products found unsafe, altered, unhygienic or inconsistent with the reported condition may be rejected during inspection.
12. Fraud Prevention and Abuse Control
12.1 The Company reserves the right to investigate suspicious, repetitive or bad-faith claims.
12.2 Proven fraudulent or abusive conduct may result in rejection of the claim, restriction of account privileges and, where applicable, initiation of legal action.
13. Limitation of Liability
13.1 The Company’s liability shall be limited strictly to replacement, partial refund or rejection of claim in accordance with this Policy.
13.2 The Company shall not be liable for indirect, incidental or consequential losses arising from product handling, misuse, storage negligence or claim ineligibility.
14. Legal Compliance, Governing Law and Dispute Resolution
14.1 This Policy operates in accordance with applicable consumer protection and commercial laws of India.
14.2 Any dispute arising in relation to this Policy shall fall under the jurisdiction of the competent courts situated at the Company’s principal place of business.
14.3 If any provision of this Policy is held unenforceable, the remaining provisions shall continue in full force and effect.
15. Amendments and Interpretation
15.1 The Company reserves the right to modify, revise or update this Policy at its discretion and without prior notice.
15.2 The interpretation of this Policy shall rest exclusively with the Company.
16. Official Communication
16.1 All return-related communication shall be made only through WhatsApp at 6006884730.
16.2 General support and non-return communication may be addressed to the Company at aroradryfruits.com@gmail.com.
Summary (Plain-Language Closing Statement)
The Customer has two days from the date of delivery, including the delivery date, to request a return. Requests must be made only through WhatsApp at 6006884730. Customers are advised to record an unboxing video while opening the product, and evidence may be required to support claims. Reverse pickup occurs only after approval and every return is inspected. Refunds depend on product condition and COD or convenience fees are non-refundable. Replacement is preferred over refunds wherever possible and refunds are issued only when replacement is not feasible. Certain items are non-returnable for safety and hygiene reasons, and final decisions are made on the basis of inspection, evidence and policy compliance (for more information on this, see 7. Condition-based refund assessment).