Legal › Refund & Cancellation
Refund & Cancellation
When you can cancel, how UPI refunds reach you, and how the 20 L jar deposit comes back.
1. Cancellation by you
| Order status | Can you cancel? | Refund |
|---|---|---|
PENDING · payment not yet captured | Yes, any time | None needed — no money taken |
ACCEPTED / PACKING | Yes, on WhatsApp | Full refund of product + delivery fee within 5 working days |
READY_FOR_DELIVERY / OUT_FOR_DELIVERY | Only if rider has not left | Full refund minus ₹30 dispatch cost |
DELIVERED | Not cancellable — but see Section 3 | — |
2. Cancellation by us
We may cancel and refund in full if:
- The product is out of stock.
- The delivery address is outside our service zone.
- We suspect fraud or duplicate payment.
- The UPI payment doesn't get confirmed within 30 minutes.
3. Quality complaint after delivery
- Report within 48 hours of delivery on WhatsApp
+91 83098 29081. - Share the batch code printed on the cap and a photo of the issue.
- We replace the bottle/case at no extra charge, or refund in full — your choice.
- Suspected BIS IS 14543 non-compliance is reported by us to the FSSAI Designated Officer for the district.
4. How refunds are paid
- UPI direct (manual) — refund is sent back to the same VPA you paid from, within 5 working days.
- UPI via Razorpay — refund triggers via Razorpay and lands in 3–7 working days depending on your bank.
- We never refund to a different account/UPI than the one used to pay.
5. Bottle deposit (20 L jars)
Every 20 L jar carries a refundable deposit collected on first delivery — ₹200 for standard transparent jars and ₹500 for Milton-type jars. The exact amount is shown on your bill. To get it back:
- Return all the jars you took, in usable condition (no cracks, no missing cap).
- Tell our rider you want to close the deposit, or message us on WhatsApp.
- The deposit is refunded by UPI to your registered number, or adjusted against your next bill.
Damaged jar? The deposit for that jar is retained. We can show you the broken jar before discarding it.
6. Subscriptions & standing orders
If you have a recurring standing order, you can pause or stop it at any time via WhatsApp; the next delivery is removed from our schedule, no charge applies.
7. Escalation
If our response doesn't resolve your complaint, you can approach:
- National Consumer Helpline — toll-free
1915 - e-Daakhil portal for online consumer complaints
- FoSCoS for food-safety complaints (also call FSSAI
1800-112-100)