Refund policy

Effective Date: : 01-01-2025

At Purely Desi, we prioritize customer satisfaction and product quality. This refund policy outlines the terms and conditions for refunds, cancellations, and returns for our products. Please read it carefully before making a purchase.

1. Returns and Adulteration Proof

  • Returns for food products are accepted only if adulteration is proven via a certified lab report.
  • The test must be conducted within 7 days of delivery, and the lab report should be shared with us.
  • Cow dung products are NON-RETURNABLE under any circumstances.

2. Refusal to Receive or Return to Origin (RTO)

  • If the product is refused before 14 working days after being shipped or is returned to origin (RTO) due to:
    • Incorrect address.
    • Customer unavailability.
    • Incorrect phone number.
      20% of the order amount will be deducted, and the refund will be processed once the courier company initiates the RTO.

3. Incorrect Information

  • If you provide an incorrect phone number or pincode, delivery cannot be guaranteed.
  • If the parcel is delivered to the wrong person due to incorrect details, refunds will take 15 days and will be processed after deducting 20% of the order amount.
  • Phone numbers and pincodes cannot be changed once the product is shipped.

4. Order Cancellation

  • Orders can only be canceled before dispatch for a 100% refund.
  • If the order is canceled after dispatch or refused upon delivery, 20% of the order amount will be deducted, and the refund will be processed after we receive the returned product.
  • Products priced below ₹400 are non-returnable.

5. Refund/Replacement Conditions

  • Refunds/replacements will not be provided for complaints about taste or smell, as sensory preferences vary.
  • If you still wish to return:
    a) Repack the product in its original packaging or equivalent secure packaging. Send pictures of the packed box to +91 7494-888101 via WhatsApp.
    b) A return shipping fee equivalent to 20% of the order value will apply.
    c) Refunds will only be initiated after we receive the product in good condition. Damaged returns due to poor packing will not qualify for refunds.

6. Failed Transactions

  • Failed transactions at the payment gateway are automatically refunded by the payment processor to your source account within 2-9 working days.
  • If delays exceed 20 days, please share transaction details with us at +91 7494-888101 for resolution.

7. Delivery OTP and Refunds

  • Delivery OTP is mandatory for successful delivery.
  • Refunds for failed deliveries due to:
    • Non-working SIM.
    • Incorrect or unreachable phone numbers.
      Will incur a 20% deduction, as the courier company charges return fees for undelivered parcels.

8. Breakage Insurance

  • We offer 100% breakage insurance.
  • If your parcel arrives damaged, send a photo of the damaged product to +91 7494-888101 via WhatsApp. Refunds or replacements will be processed after verification.

9. Missing Items

  • If any items are missing from your parcel, a package-opening video showing the name label on the box is required.
  • Share the video via WhatsApp at [Insert Contact Number] to expedite the resolution process.

 

10. Lab Testing for Adulteration

  • For adulteration claims:
    • Conduct a lab test within 7 days of delivery.
    • Record a video of the product being packaged or handed over to the lab.
    • Share the report with us for evaluation.

11. Refund Timelines

  • Refunds/replacements are typically processed within 3-5 working days after confirmation.
  • For return cases, refunds will be initiated within 7 working days after we receive the product back.

12. Contact Us

For any refund or return-related queries, contact us at:

  • Phone/WhatsApp: +91 7494-888101
  • Email: shreesankalpfarms@gmail.com

This policy ensures transparency and fairness while maintaining our commitment to quality and customer satisfaction.