Refund policy

Return, Replacement & Refund Policy

Last Updated: 20th July, 2026

 

This Return, Replacement & Refund Policy ("Policy") governs the terms under which Sids Farm Private Limited (hereinafter referred to as "Sids Farm","Company", "we", "our", or "us") processes returns, replacements, and refunds for products purchased by users/customers ("Customer", "you", or "your") through our website, mobile application, or authorized distribution channels (collectively, the "Platform").

1. General Policy

At Sids Farm, we are committed to delivering products of the highest quality and ensuring customer satisfaction. Due to the perishable and natural nature of our products, all confirmed orders are considered final. Once an order has been successfully placed and confirmed, it cannot be cancelled, returned, or refunded except under the limited circumstances specifically mentioned in this Policy. We reserve the right to assess each request on a case-by-case basis and provide a fair and reasonable resolution and in good faith based on the facts and evidence available.

Our products are made using natural ingredients and traditional production methods. As a result, variations in taste, texture, colour, aroma, consistency, or appearance may naturally occur between batches. Such natural variations shall not be considered manufacturing defects and will not qualify for a return, replacement, or refund. For example, minor differences in colour or texture across batches due to seasonal variations in milk are normal and expected.

However, if a Customer believes that a product is spoiled or defective beyond normal natural variation, we encourage them to contact our team. Each claim will be investigated with due diligence, and where a genuine quality issue is established by our internal Quality Assurance team, an appropriate replacement may be provided based on the findings of our investigation. In the case of food safety concerns, such as contamination or the presence of a foreign object, Customers are requested to report the issue immediately upon discovery so that it may be investigated and addressed on an expedited basis.

Storage Caveat: Sids Farm shall not be held liable for any spoilage or degradation of perishable products arising from the Customer's failure to maintain appropriate cold-chain storage (refrigeration) immediately upon delivery.

Delays in delivery or replacement caused by Force Majeure events, including but not limited to weather, natural disasters, strikes, transportation disruptions, or government, or any other event beyond the reasonable control of the Company, shall not be treated as a breach of this Policy by the Company.

For the purposes of this Policy, “business days” and “business hours” exclude Sundays and public holidays declared by the Government of [State/India].

2. In case of Damaged Products

If a Customer receives a product that is physically damaged during transit, we will be pleased to provide a replacement for the affected product.

Eligibility:

● The damage must be reported within 24 hours from the exact time of delivery.
● The product should not be substantially consumed or altered or disposed of.
● Satisfactory documentary evidence must be provided for verification as detailed in Section 5 below.

Resolution:

● Upon successful verification by the Company, a replacement of the affected product will be dispatched.
Replacement deliveries may take approximately 7–10 business days, subject to serviceability and stock availability.
● Refunds will generally not be issued for damaged products unless replacement is not feasible, as determined based on the findings solely by our Quality Assurance team.

The foregoing timeline applies to claims under this Policy and does not limit any rights available under applicable consumer protection laws.

3. In case of Missing Products

If any product is missing from the delivered package, Customers must notify us within 24 hours from the exact time of delivery. Upon verification of the claim, we will dispatch the missing product at no additional cost.

Please note:

● Refund requests for missing products will generally not be accepted.
● Only the specific missing product(s) will be eligible for replacement.
● The remaining products in the order shall not qualify for return or replacement unless separately eligible under this Policy.
Where the missing product cannot be replaced due to unavailability, a refund for the value of the missing product will be processed instead.
● The foregoing timeline applies to claims under this Policy and does not limit any rights available under applicable consumer protection laws.

4. In case of Incorrect Product Delivered

If a Customer receives a product different from what was ordered, they must report the issue within 24 hours from the exact time of delivery, along with the evidence specified in the Reporting a Claim section below.

Upon successful verification, the correct product will be dispatched at no additional cost, and the incorrect product (if applicable) will be required to be returned in its original, unused, and sealed condition. Where the correct product cannot be dispatched due to unavailability, a full refund for the value of that product will be processed instead.

The foregoing timeline applies to claims under this Policy and does not limit any rights available under applicable consumer protection laws.

5. Reporting a Claim

a. Customers must report any issue relating to damaged or missing, or defective products within 24 hours from the exact time of delivery by emailing wecare@sidsfarm.com. Any requests made after this 24 hours timeline may not be eligible for replacement under this policy; This timeline governs eligibility for replacement under this Policy and does not affect any statutory rights available to consumers under applicable law.

To facilitate prompt investigation, the following information are required where reasonably available:

● Order Number
● Copy or image of the purchase invoice
● Clear photograph of the outer packaging
● At least two clear photographs showing the specific issue
● A complete unboxing video starting from the unopened package until the issue is visible, where available. If an unboxing video is not available, clear photographs of the issue along with retention of the original packaging and a sample of the product for collection may be submitted as alternate evidence.

Failure to provide the required evidence may may affect the Company's ability to verify the claim and may result in rejection if the claim cannot otherwise be substantiated..

Customers may also reach us at [phone number] for assistance with their claim.

b. Fraudulent claims protection: Where the Company reasonably determines that a claim is fraudulent, abusive, repetitive, or unsupported by available evidence, the Company reserves the right to reject such claim.

6. Claim Review Process

● All claims are reviewed by our Quality Assurance and Customer Support teams.
● Customers can expect an initial response within 24 business hours of receiving a complete claim with all requisite evidentiary documentation.
● Additional information or product samples may be requested where necessary.
● The Company's decision after investigation shall be communicated to the Customer, subject always to the Customer's rights under applicable law..

7. Refunds

Refunds are generally not applicable for confirmed orders.

Refunds may be considered only under exceptional circumstances, including but not limited to:

● Replacement is not possible due to product unavailability.
● The order cannot be fulfilled by the Company due to serviceable area restrictions or operational constraints.
● Any other circumstance where the Company determines, at its sole discretion, that a refund is the most appropriate resolution.

Where approved, refunds will be processed to the original mode of payment, ordinarily within 7–10 business days, subject to the timelines prescribed by the applicable payment gateway or banking partner.

For orders paid via Cash on Delivery (COD), approved refunds will be processed via bank transfer to an account provided by the Customer, as the original mode of payment is not available for refund processing. The Company takes no responsibility for delays arising from incorrect bank details provided by the Customer.

8. Limitation of Liability

a. To the maximum extent permitted by applicable law, the Company's aggregate liability arising out of or in connection with this Policy shall not exceed the purchase value of the affected product. The Company shall not be liable for any indirect, incidental, special, punitive, or consequential loss or damage arising from the use of, or inability to use, any product. Nothing in this Policy shall exclude, restrict, or limit any liability or consumer right that cannot be excluded, restricted, or limited under applicable law..
b. Risk and responsibility for proper storage, handling and consumption of perishable products shall pass to the Customer upon successful delivery.

9. Severability

If any provision of this Policy is held to be invalid, illegal, or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect as if the invalid provision had never been included.

 

10. Governing Laws and Jurisdiction

This Return, Replacement & Refund Policy shall be governed by and construed in accordance with the laws of India. Subject to applicable law, the courts at (City), (State) shall have exclusive jurisdiction over any dispute arising out of or in connection with this Policy; provided that nothing in this Policy shall prejudice a consumer's right to approach any consumer forum or authority having jurisdiction under applicable law, including the Consumer Protection Act, 2019..

11. Grievance Redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, and applicable laws, the following Grievance Officer has been appointed to address Customer complaints relating to this Policy:

Name: [Name]

Designation: [Designation]

Email: [Email]

Phone: [Phone number]

Address: [Registered office address]

The Grievance Officer shall acknowledge receipt of a complaint within 24 hours and shall endeavour to redress it within one month from the date of receipt.

12. Policy Updates

Sids Farm reserves the right to modify, amend, or update this Return, Replacement & Refund Policy at any time, without prior notice. Any order placed prior to such update will continue to be governed by the Policy version in effect on the date of order confirmation. The updated Policy will be effective immediately from the date of publication on our Platform, and Customers are encouraged to review it periodically. Your continued use of our products/services after such changes shall constitute your binding acceptance of the revised Policy.