Our freshness promise, in writing

Three different problems, three clear remedies. No arguing at the door.

Transit damage

What it covers: A broken jar, a leaking lid, a crushed box or a broken seal on arrival.
What you do: Send photos of the outer box and the item within 24 hours of delivery. If you can, refuse a visibly damaged parcel at the door.
What you get: We replace the damaged item at our cost, or refund it, whichever you prefer. You do not pay reshipping.

What it covers: Ghee that smells sour, gur with mould, halwa that is off, or anything you think is unsafe, inside its best-before date.
What you do: Stop using it. Send a photo of the item and its batch label within 24 hours of noticing, and keep the pack. We may ask to collect it for testing.
What you get: Replacement or refund. If we find a problem with the batch, we mark it on the Batch Passport and contact everyone who bought it.

What it covers: Your order arrives after the latest date we showed at checkout, or a gift misses the date you chose.
What you do: Tell us through the form or WhatsApp. No photo needed.
What you get: We refund the delivery charge. If a dated gift (Eid, a wedding) arrives after its date, you may also cancel and get a full refund once it is returned to us.

Claims are for orders bought from us directly, within 24 hours of delivery (or of noticing spoilage within the best-before date).
For gifts, the sender can claim on the recipient's behalf with the recipient's photos.
Refunds go back the way you paid within 7 working days of approval. Cash on delivery refunds go to a bank account or wallet you name.
Natural products vary: gur colour, ghee grain and halwa shape change batch to batch. That is not a defect.

Make a claim

Photos are required for damage and spoilage. A person reviews every claim, usually the same working day.