Refund and Returns Policy - Coorgam Naturals

COORGAM NATURALS

(Arjun Nirvana Honey Farms)

Street No. 4, Vivek Nagar, Chikkadpally, Hyderabad – 500 020, Telangana

FSSAI Lic. No.: 23625030006421

RETURN, REFUND AND CANCELLATION POLICY

Effective Date: January 2026 | Version 1.0

1. Preliminary Note

Arjun Nirvana Honey Farms, trading as Coorgam Naturals (hereinafter “we”, “us”, or “the Company”), sells food products including raw honey, coffee, and natural products directly to consumers. Given the perishable and consumable nature of our products, and in the interest of maintaining the highest food safety and hygiene standards, our return policy is necessarily more restrictive than that applicable to non-perishable goods.

This Policy is framed in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Food Safety and Standards Act, 2006, and applicable guidelines. It is to be read in conjunction with our Terms and Conditions and Shipping Policy.

We strongly encourage you to carefully review your order before confirming it. If you have any questions about a product prior to purchase, please contact us at the details set out in Clause 8.

2. Cancellation Policy

2.1 Cancellation by the Customer

You may request cancellation of your order subject to the following conditions:

Cancellation requests must be submitted within two (2) hours of placing the order, while the order is still in a pre-processing or processing status.
Once the order has been dispatched, it cannot be cancelled.
To cancel, please contact us immediately on WhatsApp at +91 81792 37996 or email hi@coorgamnaturals.com with your order number and reason for cancellation.

Cancellation requests received after dispatch shall not be entertained. In such cases, you may refer to the return provisions under Clause 3 below, subject to eligibility.

Approved cancellations will be processed as refunds in accordance with Clause 5.

2.2 Cancellation by the Company

We reserve the right to cancel an order at any time before dispatch under the following circumstances:

Payment failure, reversal, or non-confirmation from Razorpay
Product unavailability or stock-out at the time of processing
Suspected fraudulent transaction or breach of our Terms and Conditions
Incorrect or unserviceable delivery address
Inability to verify order details
Any other reason at our reasonable discretion

In all cases of cancellation by us, you will be promptly notified and a full refund of the amount paid will be initiated to your original mode of payment within the timelines specified in Clause 5.

3. Return Policy

3.1 General Position

As a matter of policy, we do not accept returns of food products once delivered, in the interest of food safety and hygiene. Opened, partially consumed, or tampered products are not eligible for return under any circumstance.

However, we recognise that exceptional situations may arise, and we address those in the sub-clauses below.

3.2 Eligible Return Situations

A return or replacement request shall be considered only in the following circumstances:

The product received is physically damaged, broken, or leaking, due to transit mishandling — to be reported within 48 hours of delivery with photographic evidence.
The product received is different from what was ordered (wrong product or wrong variant) — to be reported within 48 hours of delivery with unboxing photographs.
The product is found to be expired at the time of delivery (as per printed best-before date) — to be reported within 48 hours of delivery.
The product seal is found to have been broken or tampered with at the time of first opening — to be reported within 48 hours of delivery with clear photographs.

3.3 Conditions for Return Eligibility

To be eligible for a return under Clause 3.2, the following conditions must cumulatively be satisfied:

The claim must be reported to us within forty-eight (48) hours of delivery.
Clear photographs of the product, packaging, and the specific defect or discrepancy must be shared with us at the time of reporting.
The product must be in its original packaging and in the condition in which it was received.
The product must not have been used, consumed, or tampered with by the customer.

3.4 Non-Eligible Returns

The following situations shall not constitute grounds for a return or refund:

Dislike of taste, flavour, or consistency — natural products are subject to inherent variation.
Crystallisation of honey — a natural phenomenon in raw, unprocessed honey indicating purity, not spoilage.
Variation in colour or thickness compared to photographs on the Website — natural products may vary between batches.
Claims raised beyond forty-eight (48) hours of delivery.
Damage caused by improper storage, handling, or use by the customer.
Orders where the seal has been broken or the product has been used or consumed.
Change of mind or personal preference after delivery.

4. Return Process

If your claim is eligible under Clause 3.2 and 3.3, the process is as follows:

Step 1: Contact us at +91 81792 37996 or hi@coorgamnaturals.com within 48 hours of delivery, providing your order number, a description of the issue, and clear photographs.
Step 2: Our team will review your claim within two (2) business days and communicate the outcome to you.
Step 3: If your claim is approved, we will arrange for either: (a) a replacement of the product at no additional cost; or (b) a refund, as per Clause 5 below. The choice between replacement and refund shall be at our reasonable discretion, taking into account your preference.
Step 4: Where a physical return of the product is required, we will arrange reverse logistics. Do not return any product without our explicit written instruction to do so.

We reserve the right to reject a claim if the photographs or information provided do not substantiate the claimed defect, or if the conditions in Clause 3.3 are not met.

5. Refund Policy

5.1 Refund Eligibility

Refunds shall be processed in the following cases:

Cancellation of order approved under Clause 2.1 or by us under Clause 2.2.
Return approved under Clause 3 and 4.
Non-delivery of shipment confirmed as lost by the logistics partner.
Duplicate payment or erroneous overcharge.

5.2 Refund Timeline

Approved refunds shall be processed within seven (7) to ten (10) business days from the date of approval. Refunds shall be made to the original payment source used at the time of purchase through Razorpay:

UPI: 2 – 5 business days
Debit/Credit Card: 5 – 10 business days (depending on the issuing bank)
Net Banking: 3 – 7 business days
Razorpay Wallet or Pay Later: as per Razorpay’s prevailing refund timeline

We shall initiate the refund on our end within the timelines stated above. We bear no responsibility for delays caused by the payment gateway or banking institutions after the refund has been initiated by us.

5.3 Partial Refunds

Where only a part of an order is affected by a qualifying defect, the refund shall be proportionate to the affected portion only. Shipping charges are refundable only where the non-delivery or defect is attributable entirely to us or our logistics partner.

5.4 Refund Mode

Refunds shall be credited to the original payment source only. We do not issue cash refunds, demand drafts, or refunds to a different account or payment instrument. Exceptions may be made at our absolute discretion in cases of documented inability to process to the original source.

6. Dispute Resolution

If you are dissatisfied with our response to a refund or return claim, you may escalate the matter in writing to our Grievance Officer at the contact details in Clause 8. We shall endeavour to resolve all escalated complaints within fifteen (15) days of receipt.

In the event the dispute remains unresolved, you may approach the appropriate Consumer Disputes Redressal Commission having jurisdiction under the Consumer Protection Act, 2019 or pursue resolution through the Consumer Online Dispute Resolution (CORD) platform as may be established by the Central Government.

7. Amendments

We reserve the right to amend this Policy at any time without prior notice. The Policy in force at the time of your order placement shall be applicable to that order. Amended policies will be published on the Website with an updated effective date.

8. Contact

Arjun Nirvana Honey Farms (trading as Coorgam Naturals)

Street No. 4, Vivek Nagar, Chikkadpally, Hyderabad – 500 020, Telangana

Email: hi@coorgamnaturals.com

WhatsApp: +91 81792 37996

Please quote your order number in all communications for faster resolution.