Refund Policy
Last updated: September 2026
Last Updated: 15 September 2026
At Purely Desi, we take care to pack and dispatch our products properly. Since our products include food and consumable items, returns and exchanges are subject to the conditions below.
Please read this policy carefully before placing your order.
1. Order Cancellation
Orders can be cancelled only before dispatch.
If you wish to cancel an order, contact us as soon as possible after placing the order.
Once an order has been dispatched, cancellation may not be possible.
If the order has already been shipped, you may need to wait until the shipment is returned to us before an eligible refund can be processed.
2. Refund for Cancelled Orders
If an eligible cancellation is approved before dispatch, the applicable refund will be initiated to the original payment method used for the order.
Refund processing time may depend on the payment gateway, bank or financial institution.
After the refund is initiated by us, the amount may take approximately 5–7 working days to reflect in the customer's account, depending on the payment provider.
3. Food Products and Returns
Because Purely Desi products are food and consumable products, we generally do not accept returns or exchanges for change of mind, personal preference or incorrect product selection after delivery.
Please make sure that you select the correct product, variant and quantity before completing your purchase.
4. Damaged, Leaking or Spoiled Product
If you receive a product that is:
- Damaged
- Leaking
- Broken
- Tampered with
- Spoiled or otherwise visibly compromised
please contact us within 48 hours of delivery.
To help us investigate and resolve the issue, please provide:
- Order number
- Photographs of the outer package
- Photographs of the product
- Photographs of the shipping label
- An unboxing video, where available
- A brief description of the issue
Our team will review the complaint and may request additional information if required.
If the complaint is verified and approved, we may offer an appropriate resolution, which may include:
- Replacement of the affected product, subject to availability; or
- Refund for the affected product/order, as applicable.
5. Wrong Product Received
If you receive a product different from the one ordered, please contact us within 48 hours of delivery.
Please provide:
- Order number
- Photograph of the product received
- Photograph of the shipping label
- Unboxing video, where available
After verification, we will arrange an appropriate resolution, which may include replacement or refund.
6. Missing Product / Missing Item
If any product or item listed in your order is missing from the delivered package, please contact us within 48 hours of delivery.
Please provide:
- Order number
- Photograph of the complete package received
- Photograph of the shipping label
- Unboxing video, where available
We will verify the order and shipment details before approving a replacement or refund for the missing item.
Contact:
+91 7494-888101
shreesankalpfarms@gmail.com
7. Incorrect or Incomplete Address
Customers are responsible for providing the correct delivery information at the time of placing an order.
No refund or replacement will ordinarily be provided for an order that could not be delivered because of:
- Incorrect address
- Incomplete address
- Incorrect PIN code
- Incorrect phone number
- Customer unavailability
- Failure to accept delivery
If the shipment is returned to us, any applicable re-dispatch or shipping charges may need to be paid by the customer before the order is sent again.
8. Return to Origin (RTO)
An order may be returned to our facility by the courier when delivery cannot be completed.
Common reasons include:
- Incorrect address
- Incomplete address
- Customer unavailable
- Customer refusing delivery
- Incorrect phone number
- Repeated failed delivery attempts
If an order is returned to us because of an issue attributable to the customer, any refund, if applicable, will be processed after verification and may be subject to applicable shipping, handling or RTO costs.
9. Undelivered Orders
If an order is not delivered within the applicable delivery period due to a courier or operational issue, please contact us.
We will investigate the shipment with the courier partner.
If the shipment is confirmed as lost or cannot be delivered, we may provide an appropriate resolution, including replacement or refund, after verification.
10. Refunds for Failed Payments
If money has been deducted from your account but the order was not successfully created due to a payment failure, the transaction will be verified.
If the payment was received by us but the order was not successfully created, the applicable amount will be refunded after verification.
The time taken for the amount to appear in your account depends on the payment gateway and your bank.
11. Refund Processing
Once a refund has been approved, it will normally be initiated to the original payment method.
After initiation, the refund may take approximately 5–7 working days to reflect in the customer's account, depending on the bank, card issuer, UPI provider or payment gateway.
Purely Desi is not responsible for delays caused by the customer's bank or payment service provider after the refund has been successfully initiated.
12. How to Contact Us for a Complaint
For any cancellation, refund, damage, missing-item or product-related complaint, please contact us:
Phone / WhatsApp: +91 7494-888101
Email: shreesankalpfarms@gmail.com
Please keep your order number ready when contacting us so that we can locate your order quickly.
13. Important Note
Every complaint is reviewed based on the order details, delivery information, photographs/videos, product condition and other relevant evidence.
Purely Desi reserves the right to verify a complaint before approving a replacement or refund.
Business Details
Shree Sankalp Dairy Private Limited
Village Bihta, Saha, Haryana – 133101
India
Phone / WhatsApp: +91 7494-888101
Email: shreesankalpfarms@gmail.com