Return, Refund & Cancellation Policy

At Gaureeva, we take care to prepare, pack, and deliver our cow ghee products responsibly. As cow ghee is a food product and is supplied in glass jars, we follow a process for handling damaged deliveries, product defects, incorrect orders, and other legitimate product concerns.

General Return Policy

We generally do not accept returns for change of mind, incorrect customer selection, or dissatisfaction unrelated to a product defect, where the correct product has been delivered as described.

Due to food safety and hygiene considerations, we generally do not accept returns of opened or used food products except where a return or other remedy is necessary or appropriate under applicable law.

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

When Can I Request a Refund or Replacement?

Please contact us if:

• Your glass jar arrives cracked, broken, or damaged.
• The jar is leaking or the product has spilled during transit.
• The seal or packaging appears tampered with upon delivery.
• You receive the wrong product, size, or quantity.
• The product is defective, spoiled, contaminated, or otherwise unsuitable for consumption.
• The product materially differs from its advertised description or agreed specifications.
• A delivery or fulfilment issue makes the order eligible for a refund or other remedy under applicable law.

We will review each complaint based on the circumstances and the available information.

How to Report a Damaged or Defective Product

Please contact us as soon as reasonably possible after delivery. For visible transit damage, leakage, or an incorrect item, we request that you contact us preferably within 48 hours of delivery to help us investigate the issue.

Please provide:

• Your order number.
• Your name and registered contact details.
• Clear photographs of the outer package and shipping label.
• Photographs or a video showing the damaged jar, seal, leakage, or incorrect item.
• A brief explanation of the problem.

For suspected spoilage, contamination, or other food safety concerns, contact us promptly regardless of the time elapsed since delivery.

The 48-hour request is for efficient investigation and does not automatically disqualify a complaint or remove any statutory rights.

Resolution Process

After reviewing your complaint, we may offer an appropriate resolution depending on the issue, product availability, and applicable law. This may include:

• A replacement product.
• A refund to the original payment method.
• Another mutually agreed resolution where legally permissible.

If the product needs to be returned, we will provide return instructions. Please do not ship a damaged glass jar back without first receiving instructions from our support team.

Refund Process

For an approved refund, we aim to initiate payment within 5–7 business days after the decision is communicated, subject to any necessary verification.

Refunds will generally be made to the original payment method used for the purchase. The time taken for the amount to appear in your account depends on the payment provider or bank.

Since Gaureeva currently accepts prepaid payments only, cash-on-delivery refund procedures do not apply.

If we cannot fulfil an order after accepting payment, an appropriate refund will be processed in accordance with applicable law.

Replacement Policy

Where appropriate, a damaged, defective, incorrect, or non-conforming product may be replaced, subject to availability.

If a suitable replacement is unavailable or inappropriate, we will consider a refund or another legally appropriate remedy.

Return Shipping Costs

For verified cases involving damage, defects, incorrect items, or other qualifying fulfilment issues, Gaureeva will arrange or cover reasonable return shipping costs when a return is necessary.

For a product that may be unsafe or leaking, please follow our instructions before handling or shipping it.

Order Cancellation

You may request cancellation by contacting our Customer Support before your order is dispatched.

We will make reasonable efforts to stop an order that has not yet been dispatched. Once dispatched, cancellation may no longer be possible, subject to applicable law.

For an eligible cancellation, the refund will be initiated to the original payment method within 5–7 business days after cancellation is confirmed, unless a different statutory timeline applies.

Undelivered or Returned Shipments

If an order is not delivered, is lost in transit, or is returned to us, please contact our support team. We will investigate the shipment and communicate the available options, including redelivery or refund where applicable.

We will not use this clause to deny a remedy that a customer is entitled to under applicable law.

Contact Us

For return, refund, replacement, or cancellation requests: Please contact us using the details on our Contact page.

We aim to acknowledge customer complaints within 2 business days and communicate the next steps as soon as reasonably possible.