Return & Refund Policy

1. Returns for Food / Edible Products

In accordance with hygiene, safety, and perishable-goods exemptions under consumer protection law, returns and exchanges are generally not permitted for edible items — honey, ghee, saffron, shilajit, teas, spices, and all other food products.

As a goodwill measure, we may consider a return/refund for edible items on a case-by-case basis, subject to all of the following:

• Request raised within 48 hours of delivery
• Clear photo or video evidence provided
• Issue is damage, spoilage, or a quality concern attributable to transit or a manufacturing defect — not a change of mind

This decision is made in good faith, without prejudice to your statutory rights under the Consumer Protection Act, 2019 or any other applicable law.

2. Returns for Non-Edible Products

Returns are accepted for non-edible items (packaging, accessories, gift sets) where:

• Product is defective, damaged, or not as described
• Return request raised within 48 hours of delivery
• Product is unused and unopened, in original condition with all packaging, labels, and accessories intact

3. Products NOT Eligible for Return

• Products that have been opened, used, altered, or tampered with
• Items reported after 48 hours of delivery
• Products without original packaging or labels
• Items damaged due to consumer misuse or negligence
• Edible items once opened — unless a quality defect is raised within 48 hours
• Change of mind after the order has been shipped

4. How to Raise a Return / Refund Request

1. 1Contact within 48 hours of delivery — WhatsApp +91 98999 84895 or email hello@pahadiroots.com
2. 2Share your Order ID with clear photos or a short video showing the issue
3. 3Our team reviews within 24–48 hours — we may ask follow-up questions
4. 4If approved, we arrange reverse pickup where serviceable. Otherwise, ship it back — we reimburse return shipping up to ₹125 or actual cost, whichever is lower (valid courier receipt required)
5. 5Returned product is inspected on receipt. Refund is processed within 7–10 business days after approval.

5. Refund Methods & Timeline

Shipping and handling charges are non-refundable unless the return is due to our error.

6. Order Cancellation

• Orders may be cancelled before dispatch only — contact us immediately on WhatsApp. Requests between confirmation and dispatch are accepted at our discretion
• Once dispatched, cancellation requests cannot be accepted
• Food/edible orders cannot be cancelled once dispatched
• If we cancel your order (stock issue / pricing error), a full refund is issued within 7–10 business days

7. Consumer Grievance Redressal

In compliance with the Consumer Protection (E-Commerce) Rules, 2020, you may contact us for any grievance. We acknowledge complaints within 48 hours and resolve them within a reasonable timeframe.

Grievance Contact: hello@pahadiroots.com · WhatsApp: +91 98999 84895