1. Overview

This Returns & Refund Policy applies to all retail purchases made directly through padmajafoods.com (the ‘Website’), operated by Padmaja Herbs & Foods Pvt. Ltd. (‘PHFPL’, ‘We’, ‘Us’, ‘Our’). Please read this policy carefully before placing an order.

We are committed to delivering products of the highest quality – naturally sourced, certified, and processed to international standards. In the rare event that you receive a product that does not meet our quality standards, this policy outlines your rights and the process for seeking a resolution.

2. Our Quality Commitment

Every product sold under the Srilola, Haradin and Nufasal brands is:

Processed in a BRC*, HACCP and FSSAI certified facility
Subjected to optical colour sorting, Cold Plasma sterilisation and biotech laboratory testing before packing
Packed and sealed to prevent contamination or damage in transit

Given the perishable nature of food products, we follow a limited returns policy. Returns are accepted only under the specific conditions set out in Section 3 below.

3. Eligible Reasons for Return / Replacement

You may raise a return or replacement request within 7 (seven) days from the date of delivery if:

The product delivered is different from what you ordered (wrong product / wrong variant / wrong quantity)
The product packaging is damaged, broken or tampered with at the time of delivery
The product is found to be spoiled, mouldy or unfit for consumption on delivery
The product delivered is past its ‘Best Before’ date at the time of delivery
The product is missing from your order (partial delivery)

4. Non-Eligible Conditions

Returns or refunds will NOT be accepted under the following circumstances:

Change of mind or personal preference after delivery
Products that have been opened, partially consumed or tampered with by the customer
Products returned beyond the 7-day return window from the date of delivery
Products purchased during sale, clearance or special promotional events (unless defective)
Damage caused by improper storage by the customer after delivery
Minor variations in colour, size or texture that are natural characteristics of food products
Orders where incorrect delivery address was provided by the customer

5. How to Raise a Return Request

To raise a return or replacement request, please follow these steps:

Step 1: Contact us within 7 days of delivery via:

Email: [care@padmajafoods.com] | WhatsApp: [+91 90593 76223]

Step 2: Provide the following information:

Your Order ID / Order Number
Full name and registered mobile number / email
Clear photographs of the product and packaging showing the issue
A brief description of the problem

Step 3: Our customer support team will review your request within 2 business days and confirm whether your return is eligible.
Step 4: If eligible, we will arrange for a reverse pickup from your delivery address (at no cost to you) OR ask you to retain the product and process a refund directly.

6. Refund Process

Refund Mode

Original payment method – Credit/Debit Card, UPI, Wallets (Paytm, PhonePe etc.) or Store Credit at customer’s choice

Refund Timeline

5–7 business days from approval of return request (bank processing times may vary)

COD Orders

Cash on Delivery refunds will be processed via NEFT / bank transfer within 7 business days of return approval. Please provide your bank account details (Account Number, IFSC Code, Account Holder Name) when raising the request.

Once your refund is initiated, you will receive a confirmation email/SMS. PHFPL is not responsible for delays caused by the payment gateway or your bank.

7. Replacement Policy

Where a return is eligible and the product is available in stock, we may offer a replacement in lieu of a refund. If you prefer a replacement:

Inform us at the time of raising the return request
The replacement will be dispatched within 3–5 business days of confirmation
No additional shipping charges will apply for approved replacements

8. Cancellation Policy

8.1 Before Dispatch

Orders may be cancelled before they are dispatched. To cancel an order, contact us immediately at [care@padmajafoods.com | WhatsApp: [+91 90593 76223]. If the order has not yet been picked up by our courier partner, we will cancel it and initiate a full refund within 5–7 business days.

8.2 After Dispatch

Once an order has been dispatched, it cannot be cancelled. You may, however, raise a return request upon delivery if the product meets the eligible return conditions in Section 3.

8.3 Pre-paid Orders - Failed Delivery

If a pre-paid order cannot be delivered due to an incorrect address or the customer being unavailable, the order will be returned to our warehouse. In such cases, we will contact you to arrange re-delivery. If re-delivery is not possible, a refund will be issued after deducting the return shipping charges.

9. B2B / Bulk Orders

This Returns & Refund Policy applies exclusively to retail D2C orders placed on padmajafoods.com. For bulk, institutional, HoReCa, export or B2B orders, returns and refunds are governed by the terms agreed in the individual purchase order or supply agreement. Please contact our B2B team at [marketing@padmajafoods.com] for any queries.

10. Gifting Orders

For products purchased as gifts (including Smart Kitchen Kits and curated gifting packs), return requests must be raised by the original purchaser. We are unable to process return or refund requests from gift recipients directly.

11. Contact Us

Company

Padmaja Herbs & Foods Pvt. Ltd.

Website

padmajafoods.com

Email

[support@padmajafoods.com]

WhatsApp

[+91 90593 76223]

Registered Address

[Survey No: 51/3, 52/5, 52/5/1 Vattur village & gram panchayat, Tupran Mandal, Medak district, Pincode: 502335, Telangana]

Support Hours

Monday – Saturday, 10:00 AM – 6:00 PM IST (excluding public holidays)

12. Updates to This Policy

PHFPL reserves the right to update this Returns & Refund Policy at any time. Any changes will be posted on this page with an updated effective date. Continued use of the Website after such changes constitutes acceptance of the revised policy.