Cancellation, Return & Refund Policy

Entity: Dudh Ratan Milk Food Products (“Dudh Ratan”, “we”, “our”, or “us”)

Website:https://dudhratan.com

Effective Date: September 9, 2026

Governing Jurisdiction: Exclusive jurisdiction of the competent courts in Charkhi Dadri, State of Haryana, India

Overview, Packaging Standards & MAP Disclosure

At Dudh Ratan Milk Food Products, our sweets, mawa, paneer, and traditional dairy items are prepared fresh daily using genuine milk solids and ingredients without artificial chemical shelf-life enhancers.

• Routine Daily Packaging: Standard orders are packed in traditional, hygienic, air-sealed food containers without inert gas flushing. These items have a short, natural shelf life and require immediate consumption or continuous refrigeration.
• Modified Atmosphere Packaging (MAP) / Nitrogen Flushing: Food-grade Modified Atmosphere Packaging (MAP using certified high-purity food-grade nitrogen gas, INS 941) is deployed strictly on an occasional basis, primarily for long-distance festive dispatches (such as Diwali gift consignments) or specially labeled gift boxes.
• MAP Shelf-Life Terms: When MAP is utilized, the protective atmosphere is effective only while the primary hermetic factory seal remains 100% intact. Once unsealed, pierced, or opened by the customer, the protective atmosphere vents instantly into the room air, and normal perishable shelf-life timelines apply immediately.

Because our items are natural, perishable food products, standard retail return policies do not apply. All sales are governed by the terms below, the conditions printed on your retail bill, and the jurisdiction of Charkhi Dadri, Haryana.

1. Mandatory Bill & Invoice Conditions Take Precedence

Any terms, storage notices, or handling disclaimers printed on the physical tax invoice, cash memo, or packaging delivery slip issued with the consignment take complete legal precedence. Acceptance of the parcel constitutes unconditional agreement to both this policy and all printed bill terms.

2. Strict Return Window (Maximum 2 Days / 48 Hours)

Due to the perishable nature of dairy and sweets, any issue must be formally lodged within a maximum of 2 days (48 hours) from the delivery timestamp recorded by the logistics partner.

Requests raised after the 48-hour window will be rejected automatically without exception.

When Returns / Refunds Are Accepted (Company Errors Only):

Claims are strictly entertained only when the mistake is on our part, which includes:

• Receipt of an entirely incorrect product (e.g., delivered Rasgulla instead of Desi Ghee).
• Wrong quantity or missing sealed containers from the outer parcel.
• Products delivered past their printed “Best Before” or expiry date on the day of delivery handoff.
• Punctured, leaking, or damaged primary container seals present at the time of unboxing.

3. Non-Returnable Scenarios & Rejection of Self-Claimed Promises

We do not honor personal assumptions, unauthorized verbal promises, or improper storage claims. Returns, replacements, or refunds will NOT be entertained for:

• Temperature Neglect & Storage Failures: Fresh sweets, mawa, and dairy items must be placed into proper refrigeration (or the temperature conditions printed on the label) immediately upon arrival. Spoilage caused by leaving products at ambient temperature, in warm rooms, or inside vehicles is strictly the buyer’s liability.
• Depleted MAP Protection After Opening: Opening a MAP-sealed sweet box and failing to consume or refrigerate the contents before spoilage occurs cannot be claimed as a product defect.
• Customer Handling & Physical Damage: Dropping, crushing, tearing boxes, cutting inner seals carelessly, or misplacing items after delivery.
• Failed Delivery Attempts: Souring or transit delays resulting from wrong addresses, incorrect phone numbers, unreachable recipients, or missed delivery slots.
• Subjective Taste or Texture Preferences: Dislike of personal taste, sweetness level, color shade, or regional texture expectations.
• Self-Claimed Guarantees: Any verbal promises made by courier personnel, third-party delivery riders, or unauthorized vendors that are not explicitly documented on dudhratan.com or on your official printed invoice.

4. Claim Procedure & Verification Requirements

To file a valid claim for a verified company error:

1. Send an email to care@dudhratan.com or send a WhatsApp message to our support desk at +91 98199 33000 within 48 hours of delivery.
2. Provide your Order ID, a photo of the Printed Bill / Invoice, and clear unboxing photos or continuous video showing:
   • The outer shipping carton with the label clearly readable.
   • The product container showing the batch number and expiry date.
   • The specific error (e.g., mismatched item, missing item, or ruptured factory seal).
3. Claims are verified against dispatch CCTV records, packing scales, and inventory batch logs within 24 to 48 hours.

5. Refund Settlement & Replacement

• Resolution: If a company mistake is verified, we will dispatch an expedited replacement at no extra charge or issue a refund.
• Payout Timelines: Refunds are credited to the original payment source (UPI, Debit/Credit Card, Net Banking) within 5 to 7 business days. Cash on Delivery (COD) orders will be reimbursed through direct bank transfer (NEFT/IMPS) after valid account details are submitted.
• Perishable Disposition: In accordance with food safety standards, customers will not be asked to ship spoiled perishable food items back to our unit; disposal will be authorized directly upon verification.

6. Order Cancellation

• Orders can be canceled free of charge only before packing and dispatch preparation begin at our manufacturing unit.
• Once packed, sealed in protective containers, or handed over to our logistics partners, perishable dairy orders cannot be canceled, recalled, or rerouted.

7. Governing Law & Dispute Jurisdiction

Any dispute, legal proceeding, or claim arising out of transactions on dudhratan.com shall be governed exclusively by the laws of India and subject to the exclusive jurisdiction of the competent courts in Charkhi Dadri, Haryana, India.

8. Facility & Support Contact Information