Refund, Return & Customer Support Policy

1. Food Safety & Return Nature

Ghar Aangan provides pure, artisanal food and dairy products prepared with traditional methods. To maintain strict health, safety, and hygiene standards, we do not accept physical returns or exchanges of opened, seal-broken, or consumed products.

Ghar Aangan aims to resolve genuine complaints fairly. Refunds or replacements are considered based on the nature of the issue, evidence provided, product condition, and circumstances of the order. Customers should contact us as soon as possible after delivery when there is a problem.

2. Packaging: Glass & Steel

Our 550 ml, 1 litre, and 2 litre ghee products are packed in premium food-grade glass jars to preserve taste and aroma. Our 5 litre ghee product is packed in a traditional steel Dolchi. Glass is delicate, so we use protective packaging and take reasonable care while preparing every shipment. However, courier handling is outside our direct control.

3. Damaged Glass on Delivery

If a glass jar arrives cracked or broken, do not consume the product. Contact us immediately and share clear photographs/video of the outer package, shipping label, and damaged product. We will investigate with the courier and work toward an applicable replacement or refund.

Note: Damage claims should be raised immediately upon delivery. Damage caused by dropping or mishandling the product after delivery is not treated as transit damage.

4. Damaged, Leaking or Tampered Shipments

If a package appears severely damaged, leaking, or tampered with at delivery, document the condition with photographs/video before opening or consuming it wherever reasonably possible. Contact us promptly with your order number and evidence so we can investigate and, where appropriate, raise a courier claim.

5. Product Quality Complaints & Expired Products

Quality Concerns: If a customer believes the ghee has an unusual smell, unacceptable taste, or another genuine quality issue, contact us promptly. We may request photographs, videos, batch details, packaging information, or other reasonable evidence. Depending on the circumstances and our assessment, a replacement or refund may be provided.

Expired Products: If an expired product is delivered, contact us immediately with photographs showing the product, batch information, and expiry/best-before date. After verification, we will provide an appropriate resolution, which ordinarily includes a full refund or replacement.

6. Lost Shipments

If a shipment is lost in transit, Ghar Aangan will follow up with the relevant logistics partner. The final resolution can depend on the courier investigation and claim process. Where the courier provides a resolution or compensation, we will communicate it to the customer. Where the courier does not provide a full resolution, Ghar Aangan may provide a 50% refund of the affected product value, subject to investigation and the circumstances of the case.

7. Refund Settlements & Timelines

Once a refund is approved by our support desk:

• ✦ Prepaid Orders: The refund is credited directly back to your original payment method (Credit/Debit Card, Netbanking, or UPI wallet). This transaction normally reflects within 5 to 7 business days depending on your bank provider.
• ✦ Cash on Delivery (COD): For eligible COD order returns or replacements, approved refunds are settled via direct bank transfer (NEFT) or UPI upon customer verification within 5 to 7 business days.

8. When Refunds May Not Apply

• ✦ Refunds are generally not available merely because a customer changes their mind after dispatch.
• ✦ Refunds may not be available where a food product has been opened, consumed, or tasted and the complaint is only a matter of subjective personal taste preference, unless there is a genuine quality/safety defect.
• ✦ Food Handling After Delivery: Customers should follow storage instructions on packaging. Once safely delivered, Ghar Aangan cannot be responsible for deterioration caused by improper storage, moisture contamination, mishandling, or accidental dropping.

9. GST & Taxes

For applicable Ghar Aangan food and dairy products, GST is charged according to Indian tax rules and the product's correct classification/HSN (5% rate where applicable). Intra-state supplies involve CGST + SGST/UTGST, while inter-state supplies involve IGST.