Refund and Returns Policy
REFUND, RETURN & CANCELLATION POLICY
Effective Date: 01-08-2026
At Padmaja Herbs and Foods Pvt. Ltd. [referred as PHFPL], we strive to deliver premium quality food products across our SRILOLA, NUFASAL, and HARADIN brands. If you are not satisfied with your purchase, please review our Refund, Return & Cancellation Policy below.
1. ORDER CANCELLATION
- Orders can be cancelled only before they are processed or dispatched from our warehouse.
- Once an order has been dispatched, it cannot be cancelled.
- To request a cancellation, please contact our Customer Support immediately with your Order ID.
- Bulk / B2B and distributor orders that involve custom packing, labelling, or advance procurement may be marked non-cancellable once processing begins – this will be communicated at the time of order confirmation.
2. RETURN POLICY:
- As our products are food items, returns are accepted only under the following circumstances:
- Product received is damaged during transit.
- Wrong product delivered.
- Product received is expired or unfit for consumption.
- Product packaging is tampered with before delivery.
- Returns will not be accepted for:
- Change of mind.
- Taste or personal preference.
- Incorrect shipping address provided by the customer.
- Products damaged due to improper storage after delivery.
- Opened or partially consumed products (unless there is a genuine quality issue).
3. REPORTING A DAMAGED OR INCORRECT PRODUCT:
To initiate a return or replacement:
- Notify us within 48 hours of receiving your order.
- Share your Order ID.
- Provide clear photographs and an unboxing video showing:
- The shipping package
- The product received
- The invoice
- The issue (damage, leakage, incorrect item, etc.)
Claims received after 48 hours may not be eligible for replacement or refund.
For the purpose of this policy, all timelines are counted in business days
(Monday to Saturday, excluding national holidays).
Where a return is approved, reverse pickup/return shipping will be arranged and
borne by PHFPL if the error is on our part (damaged, wrong,
expired, or tampered product). In all other approved cases, the return shipping
cost will be borne by the customer.
4. REFUND PROCESS:
Once the returned item or claim is verified and approved:
- Refunds will be initiated within 5–7 business days of approval.
- The refund will be credited to the original payment method. Please note that once initiated, funds may take a few additional business days to reflect in your account depending on your bank or card issuer, which is outside PHFPL’s control.
5. REPLACEMENT:
Where applicable, we may offer a replacement instead of a refund if:
- The product is damaged.
- The wrong product was delivered.
- The item is defective or expired.
Replacement requests are subject to stock availability
6. NON-REFUNDABLE CHARGES:
The following charges are non-refundable unless the error is on our part:
- Shipping charges.
- Convenience or payment gateway fees (if applicable).
7. QUALITY ASSURANCE:
All our products undergo strict quality checks before dispatch. However, if you receive a product that does not meet our quality standards, please contact us immediately, and we will resolve the issue promptly.
8. GRIEVANCE REDRESSAL:
In accordance with the Consumer Protection (E-Commerce) Rules, 2020, any grievance regarding this policy may be raised with our designated Grievance Officer below. We will acknowledge your grievance within 48 hours and endeavour to resolve it within 30 days of receipt.
- Grievance Officer: Venu Gopal
- Email: care@padmajafoods.com
- Phone: 1800 309 1722 / +91-79959 95519
9. GOVERNING LAW & JURISDICTION:
This policy is governed by the laws of India. Any disputes arising out of or in connection with this policy shall be subject to the exclusive jurisdiction of the courts at Hyderabad, Telangana.
10. AMENDMENTS:
PHFPL reserves the right to modify or update this Refund, Return & Cancellation Policy at any time without prior notice. The revised policy will be effective from the date it is published on our website.
11. CONTACT US
- PHFPL — Customer Support
- Email: care@padmajafoods.com
- Phone: 1800 309 1722 / +91 79959 95519
- Website: www.padmajafoods.com
- Business Hours: Monday to Saturday – 9:00 AM to 6:00 PM