Refund & Cancellation Policy

Cancelling an order

You can cancel an order free of charge any time before it is out for delivery. To cancel, call or WhatsApp us on 7055573444 with your order number. You can see your order’s current status under My Account → My Orders.

Once an order is out for delivery it can’t be cancelled, because fresh dairy products can’t be restocked.

We may cancel an order ourselves if a product has become unavailable, if the address is outside our delivery area, or if we are unable to reach you to complete delivery. We will let you know if this happens.

If a cancelled order was paid online, you receive a full refund as described below.

Freshness guarantee — damaged or spoiled products

We inspect every packet and container before dispatch. If you receive a damaged, leaking or spoiled product, or have any quality concern, send us a photo on WhatsApp within 3 hours of delivery. We will give you a free replacement or a full refund for that item — whichever you prefer.

Because our products are perishable, we can’t accept returns of products that are opened or used without a quality problem, or reported more than 3 hours after delivery.

How refunds are paid

• Orders paid online (UPI, card, net banking or wallet): the refund is sent back to the same payment method through our payment partner, Razorpay. We start the refund within 2 working days of approving it, and it usually reaches your account within 5–7 working days, depending on your bank.
• Cash on Delivery orders: the refund is sent by UPI or bank transfer to details you share with us, or adjusted in your next order if you prefer.

Payment deducted but order not confirmed

If money was deducted but your order doesn’t show as paid, don’t worry — contact us with the payment ID and we will check it. Payments that don’t complete an order are automatically returned to your account by Razorpay, normally within 5–7 working days.

Questions

Call or WhatsApp 7055573444 (or call 7055573455), or email care@atuldairy.com.