Return & Refund Policy

For hygiene, safety and quality reasons, food, ghee, dairy and other consumable or perishable products are generally non-returnable once delivered.

However, customers may contact us if the product received is wrong, damaged, leaked, defective where applicable, or the package appears tampered with.

A replacement or refund request may be considered where the customer has received:

• A wrong product
• A damaged product
• A leaked product
• A materially defective product, where applicable
• A package that appears tampered with

Customers should report an eligible issue within 24 hours of delivery.

Requests received after this period may not be accepted unless Divya Dhenu determines that an exception is appropriate.

The customer should contact Divya Dhenu with:

• Order ID
• Registered contact details
• Clear photographs or video showing the package and product

Additional information may be requested to verify the issue.

All return, replacement and refund requests are subject to review and verification.

Submission of a complaint does not automatically guarantee a refund or replacement.

If an issue is verified and approved, Divya Dhenu may, depending on availability and circumstances, provide a replacement or refund for the affected product or order.

For approved prepaid orders, refunds will normally be processed to the original payment method used for the purchase.

The time taken for the amount to reflect in the customer's account may depend on the bank, card issuer, UPI provider or payment gateway.

Returns or refunds may not be available for:

• Change of mind
• Personal preference
• Incorrect product selection by the customer
• Products that have been opened or used where the issue is not a genuine product/order defect
• Improper storage or handling
• Problems caused by incorrect information supplied by the customer

This remains subject to applicable law.

Where a refund is approved, the treatment of shipping charges will depend on the nature of the issue and applicable circumstances.

Any applicable refund amount will be communicated to the customer.

A refund will not be issued solely because a customer requests one.

The reported issue may be reviewed before a final decision is made.

For return or refund assistance, customers should contact Divya Dhenu through the official contact details provided on our Contact Us page.