Refund and Returns Policy

Last Updated: [1/08/26]

At Matrutva Ghee, we take great care in preparing, packaging, and delivering our products to you. Since our products are food items, we maintain strict hygiene and quality standards.

Please read our Refund and Returns Policy carefully before placing an order.

1. Returns

Due to the nature of our products, we generally do not accept returns or exchanges for opened or used food products.

However, if you receive a product that is:

• Damaged during delivery
• Leaking or broken
• Incorrect product
• Incorrect quantity
• Defective or otherwise not in acceptable condition

you may contact us for a replacement or refund, subject to verification.

2. Damaged Product During Delivery

If your package arrives damaged, leaking, broken, or tampered with, please contact us as soon as possible.

For damaged products, please:

• Take clear photographs of the package before opening it, if possible.
• Take photographs/videos of the damaged product and packaging.
• Contact us within 48 hours of delivery.
• Provide your order number and registered contact details.

We may request photographs or videos to verify the issue.

After verification, we may offer a replacement or refund, depending on the situation.

3. Wrong Product Received

If you receive a product different from what you ordered, please contact us within 48 hours of delivery.

After verification, we will arrange for the correct product to be sent or provide an appropriate refund, depending on the circumstances.

The incorrect product should remain unused and unopened wherever possible.

4. Missing or Incorrect Quantity

If any item is missing from your order or you receive an incorrect quantity, please contact us within 48 hours of delivery.

Please provide:

• Order number
• Details of the missing/incorrect item
• Photographs of the received package and products

After verification, we will take the appropriate action.

5. Products That Cannot Be Returned

For hygiene and food safety reasons, we generally do not accept returns for:

• Opened ghee containers
• Used products
• Products where the seal has been broken
• Products damaged after delivery due to customer handling
• Products stored improperly after delivery
• Products returned without prior approval

6. Refunds

If your refund request is approved, the refund will be processed to the original payment method used for the order, wherever applicable.

The time taken for the refund to reflect in your account may depend on your bank, payment gateway, or financial institution.

We will initiate the refund after the request has been reviewed and approved.

7. Replacement

Where applicable, we may offer a replacement instead of a refund.

Replacement will be subject to product availability and verification of the issue.

If the same product is unavailable, we may offer an alternative resolution, including a refund where applicable.

8. Cancellation of Orders

Orders may be cancelled only if the order has not yet been processed or shipped.

Once an order has been dispatched, cancellation may not be possible.

To request cancellation, contact us as soon as possible with your order number.

9. Refunds for Cancelled Orders

If an eligible order is successfully cancelled before dispatch and payment has already been made, the applicable refund will be processed to the original payment method.

Any applicable transaction or payment processing charges, where permitted, may be deducted from the refund.

10. Delivery Refusal

Customers are requested not to refuse delivery without contacting us first.

If a customer refuses a shipment for reasons unrelated to damage, incorrect product, or another issue attributable to us, any refund or re-shipment will be subject to our review and applicable shipping costs.

11. How to Request a Refund or Replacement

To request a refund or replacement, contact us with the following information:

Order Number:
Customer Name:
Registered Mobile Number:
Email Address:
Reason for Request:
Photographs/Videos:

Please send your request to:

Email: [minakshigoshala@gmail.com]
Phone/WhatsApp: [ +917208939480]

12. Refund Processing Time

Once your refund has been approved, we will initiate the refund within a reasonable processing period.

The amount may take additional time to appear in your bank account or payment method depending on the payment provider and banking institution.

13. Non-Delivery / Returned Shipments

If an order is returned to us because of an incorrect address, incomplete address, unavailable recipient, or repeated delivery failure, we may contact you regarding re-shipping.

Additional shipping charges may apply for re-shipment.

14. Policy Changes

Matrutva Ghee reserves the right to update or modify this Refund and Returns Policy at any time.

Any changes will be published on this page with an updated “Last Updated” date.