Return & Refund Policy

Return & Refund Policy

We stand fully behind the quality of every product we sell. If something is wrong, we will make it right — no long forms, no hassle.

Our Commitment

Every product is made in small batches, lab tested (NABL certified), and packed carefully before shipping. If you receive something that doesn't meet this standard, we take full responsibility.

When You Are Eligible for a Refund or Replacement

  • Damaged product — Glass jar cracked, bottle leaking, pouch damaged in transit
  • Wrong item received — You ordered one product and received another
  • Product quality issue — Product appears adulterated, smells off, or is clearly not as described
  • Order not delivered — Your order is confirmed as lost by the courier

How to Raise a Claim

  1. Email us at chahalagrifarms@gmail.com within 48 hours of receiving your order
  2. Include your order number and clear photos or video of the issue
  3. We will respond within 24 hours with a resolution

Resolution Options

  • Replacement shipment — We send you a fresh replacement at no charge (preferred for damaged items)
  • Full refund — Refunded to your original payment method within 5–7 business days

What We Cannot Accept Returns For

  • Change of mind after delivery (the product is as described and undamaged)
  • Opened products that are not defective — as these are food products, we cannot accept returns once opened for hygiene reasons
  • Claims made after 48 hours of delivery without prior notice to us

Natural Variation — Not a Defect

Our products are made from natural ingredients with no standardising agents or preservatives. Please note the following are not defects:

  • Ghee granules — Small white/yellow granules in ghee when cooled. This is a sign of genuine bilona ghee.
  • Honey crystallisation — Real raw honey crystallises over time. To re-liquefy, place jar in warm water.
  • Variation in colour/taste — Natural batches vary slightly depending on season, cows' diet, and harvest conditions.

Questions?

We are a small family farm and we care deeply about every order. If you have any concerns, please reach out at chahalagrifarms@gmail.com. We promise a human will respond, not a bot.