Refund policy

Effective Date: 15th Oct, 2025

At Family Farm Ghee, we are committed to delivering fresh, high-quality products to our customers. Due to the perishable nature of ghee and other food items, we have specific guidelines for cancellations, exchanges, returns, and refunds to ensure product safety and customer satisfaction.

1. Order Cancellations

  • Before Dispatch – Orders can be cancelled within 2 hours of placement by contacting us at 📧 care@faimlyfarm.com or 📞 +917304430014. A full refund will be issued to your original payment method.
  • After Dispatch – Orders cannot be cancelled once shipped.
  • We reserve the right to cancel any order for reasons such as stock unavailability, pricing errors, or payment/verification issues.

2. Exchange & Return Window

  • We have a 5-day exchange/return policy, meaning you have 5 days from the date of delivery to request a replacement or return.
  • Delivery-related issues must be reported within 48 hours after the order is marked as delivered.

3. Eligibility for Exchange/Return
To qualify for an exchange or return:

  • The item must be unused, unopened, and in the same condition as received.
  • It must be in its original packaging.
  • The original invoice/proof of purchase must be provided at the time of return pickup.
  • Perishable goods such as ghee are not eligible for return once opened, unless defective, damaged, or expired on arrival.

4. Valid Reasons for Exchange/Return
We only accept returns or exchanges in the following cases:

  • The product arrived damaged or defective.
  • You received the wrong product.
  • The packaging seal was broken at the time of delivery.
  • The product had expired before or upon delivery.

5. Process for Exchanges/Returns

  • Contact us at 📧 care@faimlyfarm.com or 📞 +917304430014 within the eligible time frame.
  • If approved, we will arrange pickup from the original delivery address.
  • For exchanges, the replacement product will be delivered within 3–5 business days after return pickup.
  • All returned products are subject to inspection before approval.

6. Refund Process

  • Refunds will be issued only after the returned item is received and inspected.
  • Approved refunds will be processed to your original payment method within 5–7 business days (processing time may vary depending on your bank/payment provider).
  • Shipping charges are non-refundable, except where the return is due to our error.

7. Shipping Responsibility

  • If the return is due to our error (wrong item, damaged, defective), we will bear the return shipping cost.
  • For other eligible returns, the customer bears the return shipping cost.
  • For items valued over ₹5,000, we recommend using a trackable shipping service or purchasing shipping insurance.

8. Non-Refundable/Non-Returnable Items
We cannot accept returns or offer refunds for:

  • Gift cards.
  • Clearance or sale products (unless damaged or defective).
  • Perishable goods that have been opened or used.

9. Governing Law
This policy is governed by the laws of India, and any disputes will be subject to the exclusive jurisdiction shall be governed by and construed in accordance with the laws of India.

10. Contact Us
For any shipping or return inquiries, contact:
Faimly Farm Technologies Private Limited
Dhangar Toli, Chatra, P.O. – Chatra, District Chatra, Jharkhand
825401, India
📧 Email: care@faimlyfarm.com
📞 Phone: +917304430014