Refund policy
Return & Refund Policy
Effective Date: April 16, 2026 Last Updated: April 16, 2026
At Dhatu Organics, we stand behind every product we make. Our goal is simple: if you are not completely satisfied, we will make it right. Please read this policy carefully so you know exactly what to expect.
1. Our Commitment
We process every order with care and ship only products that meet our quality standards. Because we deal in natural, organic food products — many of which are perishable — our return policy is designed to be fair to you while ensuring food safety for everyone.
2. What Can Be Returned
✅ Eligible for Return or Replacement
| Situation | Resolution | Timeframe to Report |
|---|---|---|
| Wrong product delivered | Full replacement or refund | Within 48 hours of delivery |
| Damaged packaging on arrival | Replacement dispatched | Within 48 hours of delivery |
| Product visibly spoiled or contaminated on opening | Full refund or replacement | Within 48 hours of opening |
| Missing item(s) from order | Missing item dispatched or refunded | Within 48 hours of delivery |
| Product significantly different from description | Refund or replacement | Within 7 days of delivery |
| Sealed, unopened product (non-perishable) — change of mind | Refund minus shipping | Within 7 days of delivery |
❌ Not Eligible for Return
- Opened perishable food products (unless damaged, contaminated or incorrect)
- Products where the seal has been broken and the complaint is about taste or flavour preference
- Products damaged due to improper storage after delivery (e.g. exposure to heat, moisture)
- Requests made after the reporting window has passed
- Free samples or promotional items
- Orders with incorrect delivery addresses provided by the customer
3. Perishable vs. Non-Perishable Products
Perishable Products
Items such as nut butters, cold-pressed oils, fermented foods and any products with a shelf life under 90 days are classified as perishable. These cannot be returned once delivered and opened, due to food safety regulations. However, if the product arrives damaged, spoiled, or incorrect, we will issue a full replacement or refund — no questions asked.
Non-Perishable Products
Dry goods such as millets, rice, flours, seeds and grains with a shelf life exceeding 90 days may be returned unopened and in original packaging within 7 days of delivery. Return shipping costs are borne by the customer unless the return is due to our error.
4. How to Raise a Complaint or Return Request
Step 1 — Contact Us Email us at info@dhatuorganics.com with the subject line: Return Request — Order #[your order number]
Step 2 — What to Include
- Your order number
- Your registered phone number or email address
- A brief description of the issue
- Clear photographs of the product, packaging, and the shipping label (required for damage/quality complaints)
Step 3 — We Respond Within 24–48 Hours Our team will review your request and confirm the resolution — replacement, refund, or store credit — within 1–2 business days.
Step 4 — Return Pickup (if applicable) For eligible non-perishable returns, we will arrange a reverse pickup from your delivery address at no charge if the return is due to our error. For change-of-mind returns, the customer arranges and bears the cost of return shipping.
5. Refund Process
Once your return is received and inspected, or once a damage/quality complaint is verified via photographs, we will process your refund as follows:
| Refund Method | Processing Time |
|---|---|
| Original payment method (UPI, credit/debit card, net banking) | 5–7 business days after approval |
| Store credit / Dhatu Wallet | Within 24 hours of approval |
| Bank transfer (NEFT/IMPS — for COD orders) | 5–7 business days after bank details are confirmed |
Note: Refund timelines may vary slightly depending on your bank or payment provider. Dhatu Organics processes refunds within 2 business days of approval — the remaining time is processing time on the bank's end.
6. Order Cancellations
Before Dispatch
You may cancel your order before it is dispatched for a full refund. To cancel, email info@dhatuorganics.com or call us as soon as possible with your order number. Orders are typically dispatched within 1 business day of payment confirmation.
After Dispatch
Once an order has been dispatched, it cannot be cancelled. You may refuse delivery, in which case the returned item will be inspected and a refund issued minus shipping costs (both outbound and return).
Subscription Orders
Subscription orders can be paused or cancelled before the next billing cycle begins. Cancellation of a subscription does not entitle the customer to a refund for the current cycle if it has already been charged and dispatched.
7. Damaged in Transit
If your order arrives with damaged outer packaging, do not discard the packaging. Photograph everything — the box, the product, and the shipping label — before opening. Report within 48 hours of delivery. We will arrange a replacement dispatch or full refund at no cost to you.
If damage is noticed only after opening, report immediately with photographs. Claims made more than 48 hours after delivery for transit damage may not be accepted as damage cannot be attributed to transit after that point.
8. Incorrect or Incomplete Orders
If you receive the wrong product(s) or items are missing from your order:
- Report within 48 hours of delivery
- Include your order number and a photograph of what was received
- We will dispatch the correct/missing item(s) within 1–2 business days at no charge, or issue a refund if the item is out of stock
9. Quality Complaints
Dhatu Organics products are made without preservatives, additives or artificial ingredients. Natural variation in colour, texture and taste is inherent in organic food and is not a defect. However, if a product is genuinely off in smell, taste, or appearance in a way that suggests spoilage, contamination or a manufacturing issue, please contact us immediately. We take quality complaints very seriously and investigate every case.
10. Partial Refunds
Partial refunds may be issued in cases where:
- Only part of an order is affected by damage or error
- A product is returned in a condition different from how it was shipped
- A bundle or combo pack is partially opened or used
11. Exceptions & Special Circumstances
We understand that extraordinary situations arise. If you face a circumstance not covered by this policy — such as a medical emergency, delayed delivery causing spoilage, or a logistics failure — please reach out to us directly. We will review each case individually and do our best to find a fair resolution.
12. Contact Us
For all return, refund, cancellation and quality queries:
Email: info@dhatuorganics.com Response Time: Within 1–2 business days Business Hours: Monday to Saturday, 9:00 AM – 6:00 PM IST
For urgent matters regarding food safety or product contamination, please mark your email as URGENT in the subject line and we will prioritise your case.
Dhatu Organics reserves the right to update this policy at any time. The version published on this page is always the most current. Continued use of our website and services after any change constitutes acceptance of the revised policy.