Refund Policy

Last updated: September 2026

Refund and Cancellation Policy

Last updated: 22 September 2026

This policy applies to purchases made on https://thepurelydesi.com, operated by Shree Sankalp Dairy Private Limited under the brand Purely Desi.

1. Cancellation Before Dispatch

If your cancellation request reaches us before dispatch, we will cancel the order and refund the payment collected for the cancelled order, including its delivery charges. No cancellation fee applies to these cancellations.

After dispatch, we may be unable to stop a shipment in transit. This does not restrict your rights relating to defective, incorrect, misdescribed or delayed goods.

2. Orders We Cannot Fulfil

If we cannot fulfil your order, we will inform you and refund the amount paid for the unfulfilled order.

We will not substitute products without your agreement.

For partially available orders, we will contact you to agree on fulfilment and explain the corresponding refund before proceeding.

3. Change-of-Mind Returns

Because our products include food and personal-care items, we do not generally accept returns or exchanges after delivery solely because you changed your mind, selected the wrong item or dislike the flavour, aroma or texture of an otherwise satisfactory product.

This restriction does not apply to products that are damaged, defective, unsafe, expired when delivered, incorrect or materially different from their description, or where a return or refund is otherwise required by law.

Opening a product to discover a defect does not automatically invalidate a complaint.

4. Damaged, Incorrect or Missing Products

Contact us as soon as possible, preferably within 48 hours of delivery, if your order is damaged, leaking, broken, tampered with, incorrect or incomplete.

Please provide:

Your order number.
A brief description of the problem.
Photographs of the affected product, packaging and shipping label, where available.
An unboxing video, if available.

An unboxing video is helpful but not mandatory. Its absence alone will not automatically invalidate a complaint.

The suggested 48-hour reporting period helps prompt investigation. It does not remove your consumer rights or prevent complaints about problems discovered later.

5. Product Quality Concerns

Stop using a product if you suspect it is spoiled, contaminated or otherwise unsafe.

We may request relevant information or arrange inspection to investigate. You do not need to purchase a laboratory test simply to submit a complaint.

Keep the product and packaging where safe until we provide collection or disposal instructions. Do not send an unsafe or leaking product by courier without suitable arrangements.

6. Assessment and Resolution

We will review the available evidence and explain the outcome.

Depending on the circumstances and your applicable rights, the resolution may include:

Replacement of the affected product.
Delivery of a missing item.
Refund for the affected item.
Refund for the full order where appropriate.

Replacements depend on stock availability. We will not require you to accept store credit instead of a refund to which you are entitled.

If we decline a request, we will explain the reason and how you can seek further review.

7. Return Arrangements and Costs

Where a return is required because of a verified defect, incorrect supply or an error by us or our courier, we will arrange collection or cover reasonable, agreed return costs.

Missing original packaging does not automatically invalidate a valid defect complaint.

8. Delayed or Undelivered Orders

If an order has not arrived within the delivery schedule communicated before purchase, contact us with your order number.

We will investigate and explain the available delivery, replacement or refund options, respecting your applicable rights.

A courier status of “Delivered” does not prevent you from reporting non-receipt.

Refer to our Shipping Policy for delivery information.

9. Incorrect Addresses and Returned Shipments

Where delivery fails, we will review the circumstances before deciding on re-delivery, refund or any applicable deduction.

Any deduction must be explained, reflect applicable costs, be consistent with terms disclosed before purchase and be permitted by law.

No additional delivery charge will apply to correct an error caused by us or our courier.

10. Refund Amount

Refunds are calculated using the amount actually paid after discounts.

For a partial refund involving a combo or promotional purchase, we will explain how the refundable amount was calculated.

Where we cancel an entire order or it cannot be delivered because of an issue attributable to us or our courier, the refund includes delivery charges paid for that order.

11. Refund Method and Timing

Approved prepaid refunds will normally be sent to the original payment method.

For Cash on Delivery purchases, we will arrange an electronic refund to a verified bank account or UPI ID agreed with the customer. An unpaid COD order has no purchase payment to refund.

Once a refund is approved and necessary refund details are available, we will initiate it within 3 working days and notify you.

After initiation, the amount is generally expected to appear within 5–7 working days, depending on the bank and payment provider. Working days exclude Sundays and public holidays.

If the refund does not arrive within the communicated period, contact us. We will provide the available refund reference and help trace it.

These estimates do not override a shorter mandatory timeline where one applies.

We will never ask for a UPI PIN, banking password, card security code or payment OTP to issue a refund.

12. Failed or Duplicate Payments

If money is deducted but you do not receive an order confirmation, contact us with the payment date, amount and transaction reference.

We will check whether payment reached us and whether an order was created.

If we received a duplicate payment or payment for an order that will not be fulfilled, we will arrange the applicable refund after verification.

Where a transaction failed before funds reached us, reversal is handled by the relevant bank or payment provider under applicable payment-system rules. We will provide available information to help you follow up.

13. Complaints and Escalation

We will acknowledge consumer complaints within 48 hours and redress them within one month of receipt, in accordance with applicable requirements.

If you are dissatisfied with our response, reply to the same email requesting escalation. Our internal process does not restrict your right to seek assistance from an appropriate consumer protection authority or forum.

14. Contact Us

Purely Desi — Shree Sankalp Dairy Private Limited

Email: shreesankalpfarms@gmail.com
Phone / WhatsApp: +91 7494-888101
Support hours: Monday to Saturday, 9:00 AM–7:00 PM IST

Address: Village Bihta, Sub-Tehsil Saha, Tehsil Barara, District Ambala, Haryana — 133101, India.

Please include your order number and a brief explanation of your request.

Nothing in this policy limits rights or remedies available under applicable consumer protection law.