Refund and Returns Policy
Effective Date: [01.04.2025]
Company: NABODOY AGROTECH PRIVATE LIMITED
Website: [http://nabodoy.com]
This Return & Refund Policy governs returns, replacements, refunds, cancellations, and complaint handling for products purchased from the Website operated by NABODOY AGROTECH PRIVATE LIMITED.
By placing an order on the Website, you agree to this Return & Refund Policy along with our Terms & Conditions, Privacy Policy, and Shipping Policy.
1. General Policy
As we deal in food products and spices, returns are handled with care due to the nature of the goods and hygiene considerations. For safety, quality-control, and public-health reasons, all products are not automatically eligible for return once delivered.
However, if a product is delivered in a condition that is defective, damaged, tampered, expired at the time of delivery, materially different from what was ordered, or otherwise unfit for sale or consumption at the time of delivery, we may provide a replacement, refund, or other appropriate resolution after verification.
Nothing in this Policy is intended to restrict any non-waivable rights available to a consumer under applicable law.
2. Cases Eligible for Return, Replacement, or Refund
Subject to verification, a customer may be eligible for a return, replacement, refund, or other appropriate remedy in the following cases:
- the wrong product was delivered.
- the product delivered is materially different from the item ordered.
- the product was damaged during transit.
- the package appears tampered with at the time of delivery.
- the product is expired or unfit for sale at the time of delivery.
- the product has a manufacturing defect or quality issue identifiable upon opening, subject to reasonable proof.
- part of the order is missing from the delivered package.
- the customer was charged for a product that was not supplied.
In such cases, the customer must notify us within the timeline mentioned below.
3. Items Generally Not Eligible for Return
Unless required under applicable law or approved by us after review, the following are generally not eligible for return, exchange, or refund:
- products that have been opened, used, or consumed, except where a genuine quality issue is reported and reasonably established;
- products damaged after delivery due to improper handling, storage, or misuse by the customer;
- products returned without original packaging, labels, batch details, or sufficient proof of purchase;
- complaints based only on personal taste, aroma preference, or change of mind where the product is otherwise compliant;
- products purchased during special clearance, liquidation, or non-returnable promotional sale, where this was clearly disclosed at the time of purchase;
- requests made after the reporting period stated in this Policy, unless exceptional circumstances are accepted by us.
Because spices and food products are sensitive to storage and handling, customers are expected to store them as directed on the label after delivery.
4. Reporting Timeline
To help us investigate quickly and fairly, customers should report any issue:
- within 48 hours of delivery for wrong item, damaged item, tampered package, missing item, or visible delivery-related issue;
- 48 hrs after delivery for suspected manufacturing defect or quality issue discovered on first opening;
- immediately if the item appears unsafe, contaminated, or expired on delivery.
Delay in reporting may affect our ability to verify the issue and may result in rejection of the claim where fair verification is no longer possible.
5. Proof Required for Claims
To process a return, refund, or replacement request, we may require reasonable proof, including:
- order number;
- customer name and registered contact details;
- clear photos of the outer package;
- clear photos of the product package from all sides;
- photo of batch number, MRP, manufacturing date, best-before/expiry details, if available;
- photo or video showing the issue complained of;
- proof of damage, leakage, tampering, or mismatch, if applicable.
For quality complaints, we may ask for additional details before deciding the claim.
Submission of proof does not guarantee approval. All claims remain subject to review and verification by the Company.
6. Return Approval Process
Once a complaint is received, we may:
- ask for supporting photos or additional information;
- review the complaint internally;
- arrange pickup, if return pickup is feasible and considered necessary;
- offer replacement without return in suitable cases;
- issue full or partial refund where justified;
- reject the request if the claim is unsupported, unverifiable, abusive, or outside policy.
We reserve the right to determine the appropriate remedy based on the nature of the issue, available proof, product condition, and operational feasibility.
7. Pickup and Return Shipment
If we approve a physical return, the customer must:
- keep the product unused to the extent reasonably possible;
- keep the original packaging, invoice, labels, and batch details intact;
- hand over the package in the condition instructed by our support team.
Returns should not be sent without our approval. Unauthorized returns may not be accepted and may not qualify for refund or replacement. damage and defective or replacement or even exchange product will be delivered in 5-7 business days.
If the return is approved due to our error or a verified product issue, return logistics, if applicable, will ordinarily be arranged or borne by us. If the complaint is found incorrect or unsupported after review, we reserve the right to refuse refund/replacement and may decline return shipping reimbursement.
8. Refund Options
Where a refund is approved, the Company may, at its discretion and subject to applicable law, provide one of the following:
- refund to the original payment method;
- replacement of the product;
- store credit, coupon, or wallet credit, where accepted by the customer and legally appropriate;
- partial refund, if only part of the order is affected.
Refunds for prepaid orders are generally processed back to the original mode of payment. For eligible Cash on Delivery orders, refund may be processed through bank transfer, UPI, store credit, or another reasonable mode communicated by us.
9. Refund Timelines
Once a refund is approved, we will initiate the refund within a reasonable time. Actual credit timelines may vary depending on the payment gateway, bank, card issuer, UPI provider, or financial institution.
Typical timelines may be:
- Prepaid orders: within 7 to 10 business days from approval or successful return verification;
- COD orders: within 7 to 10 business days after receipt of correct refund details and approval;
- Replacement orders: subject to stock availability and serviceable location.
Delays caused by third-party banking or payment systems are outside our direct control.
10. Order Cancellation by Customer
An order may be cancelled by the customer only before it is processed, packed, or dispatched, subject to system availability and operational status.
Once the order has been packed or shipped, cancellation may not be possible. In such cases, any remedy will be governed by this Policy and the Terms & Conditions.
Refund for a valid pre-dispatch cancellation, if applicable, will be processed to the original payment method within a reasonable period.
11. Order Cancellation by the Company
We reserve the right to cancel an order, in whole or in part, for reasons including:
- product unavailability;
- stock discrepancy;
- pricing error;
- duplicate order;
- payment failure or payment-risk concerns;
- incomplete or unverifiable customer details;
- non-serviceable delivery location;
- suspected fraud, abuse, or misuse of offers;
- legal or regulatory reasons.
If a prepaid order is cancelled by us before dispatch, the amount paid for the cancelled item(s) will be refunded to the original payment method, subject to payment-system timelines.
12. Damaged, Tampered, or Open Delivery Packages
If the outer package appears visibly damaged, tampered with, leaking, or opened at the time of delivery, the customer should:
- avoid consuming or using the product;
- take clear photos before opening further;
- note the issue immediately;
- contact our customer support within 48 hours.
Where the situation reasonably warrants it, we may offer replacement, refund, or another suitable resolution after review.
13. Expired or Shelf-Life Complaints
If a product is alleged to be expired at the time of delivery, the customer should immediately share:
- product photo;
- batch details;
- best-before/expiry date photo;
- invoice or order proof.
Products with shelf-life complaints will be reviewed carefully. Complaints may be rejected if the product was not expired at delivery, or where the issue arises after prolonged storage by the customer contrary to label directions.
14. Quality Complaints
If the customer believes there is a genuine quality issue, such as unusual odor, texture, contamination, or visible defect, the customer should:
- stop using the product;
- preserve the package and remaining contents;
- share photos and order details promptly;
- cooperate with any further review requested by us.
Depending on the case, we may review internally, seek sample retention, or require additional evidence before deciding the claim.
We reserve the right to reject unverifiable or unsupported complaints.
15. Non-Delivery or Missing Items
If an order is marked delivered but not received, or if one or more items are missing, the customer must report the issue promptly with order details.
Such cases may be reviewed using delivery records, shipment data, packing records, weight logs, courier confirmation, and any other internal verification methods available to us.
Refund or replacement in such cases will be subject to verification.
16. Promotional Products, Free Gifts, and Combo Offers
For combo packs, bundle offers, discounted items, or free gifts:
- return/refund eligibility may apply only to the affected item or affected portion of the order;
- if a combo pricing structure is impacted, refund may be adjusted proportionately;
- free promotional items generally carry no separate cash value unless required by law.
Where the main product is returned or refunded, associated promotional benefits may also be withdrawn or adjusted.
17. Refusal of Abusive or Fraudulent Claims
To protect the business from misuse, we reserve the right to reject any request involving:
- repeated suspicious complaints;
- false, incomplete, altered, or misleading evidence;
- return substitution or item swapping;
- misuse of refund, replacement, or promotional mechanisms;
- abusive conduct toward our support staff;
- commercial-scale abuse inconsistent with genuine consumer use.
We may also suspend future service, cancel orders, or restrict account access in appropriate cases.
18. Limitation of Remedy
Where a claim is valid, our remedy may be limited to one of the following, as appropriate:
- replacement of the affected product;
- refund of the amount actually paid for the affected product;
- other fair corrective action.
To the extent permitted by law, we shall not be liable for indirect, incidental, or consequential loss arising from a return/refund dispute. Nothing in this Policy excludes liability that cannot lawfully be excluded.
19. Grievance Redressal
For return, refund, replacement, or complaint-related assistance, customers may contact:
Customer Support
Email: [info@nabodoy.com]
Phone: [03222-357479]
Business Hours: [9:00 a.m. to 6 p.m.]
Grievance Officer
Name: [Nilima Bramha]
Designation: Grievance Officer
Email: [support@nabodoy.com]
Phone: [7001477286]
Address: Green Wood Building, O.T. Road, Inda, Kharagpur, West Bengal
Complaints will be handled in accordance with applicable law and internal review procedures. Official guidance notes that e-commerce grievance officers should acknowledge complaints within 48 hours and redress them within one month.
20. Changes to This Policy
We may revise this Return & Refund Policy from time to time to reflect changes in law, operations, product categories, logistics, or customer-service practices.
The updated version will be posted on the Website with a revised effective date. Continued use of the Website after such changes constitutes acceptance of the updated Policy.
21. Contact Details
NABODOY AGROTECH PRIVATE LIMITED
Registered Office: Green Wood Building, O.T. Road, Inda, Kharagpur, West Bengal
Email: [info@nabodoy.com]
Phone: [03222-357479]
