Refund & Replacement Policy

Last updated: 14.08.2026

 

Your satisfaction matters to us. Because our products are perishable food items, we follow a replacement-first policy designed to be fair to you while maintaining food-safety standards.

4.1 What is covered

We will provide a free replacement or full refund (your choice) if:

•    The product was delivered damaged, leaking or broken;

•    You received the wrong product, wrong variant or wrong quantity;

•    The product was past its best-before date at the time of delivery; or

•    There is a genuine quality defect (e.g., spoilage, infestation, foreign matter).

4.2 What is not covered

•    Change of mind, taste preference, or ordering errors by the customer — as perishable food items, our products cannot be restocked and resold once dispatched, in line with standard food-safety practice.

•    Natural variations in colour, texture, aroma, crystallisation (honey/jaggery) or settling — these are characteristic of minimally processed natural foods, not defects.

•    Products that have been substantially consumed, or complaints raised after the reporting window below.

•    Damage caused by improper storage after delivery.

4.3 How to raise a request

Step 1 — Report	Contact us within 48 hours of delivery (within 7 days for wrong-product or quality-defect issues) at care@bmsnaturals.org or WhatsApp +91 7860202021 with your order number.
Step 2 — Evidence	Share 2–3 clear photos (and a short video for leakage/spoilage) of the product, inner packaging and the shipping label. This lets us resolve most cases within 24 hours without asking you to ship anything back.
Step 3 — Resolution	Once verified, we will dispatch a free replacement within 2 business days, or issue a full refund — whichever you prefer. If a return pickup is needed, we arrange and pay for it.

 

4.4 Refund timelines

•    Prepaid orders: refunded to the original payment method within 5–7 business days of approval.

•    COD orders: refunded via bank transfer/UPI within 5–7 business days of receiving your account details.

•    Cancellations: orders can be cancelled free of charge any time before dispatch by contacting us; prepaid amounts are refunded in full. Orders already dispatched follow the process above.

4.5 Escalation

If you are not satisfied with the resolution, please escalate to our Grievance Officer: Sourabh Shukla, care@bmsnaturals.org , +91 7860202021 . Complaints are acknowledged within 48 hours and resolved within 30 days.