Return & Refund Policy

Last Updated: 01 August 2026

At Greenland Dairy Farm, we are committed to delivering fresh, high-quality dairy products to our customers. Because many of our products are perishable food and dairy products, returns and refunds are subject to the conditions described below.

Please read this policy carefully before placing an order.

1. General Return Policy

Due to the perishable nature of dairy and food products, we generally do not accept returns or exchanges once an order has been delivered.

Products cannot be returned simply because the customer has changed their mind, ordered the wrong product, or no longer requires the product.

However, if you receive a product that is damaged, defective, incorrect, spoiled, leaking, or otherwise unsuitable for consumption, you may be eligible for a replacement or refund.

2. Eligible Reasons for Refund or Replacement

You may contact us for a refund or replacement if:

You received the wrong product.
The product received is damaged.
The product packaging is damaged or leaking.
The product appears spoiled or unsuitable for consumption upon delivery.
The product is significantly different from what was ordered.
A product is missing from your order.
The order was delivered in an unacceptable condition due to a delivery-related issue.
The product has a quality issue attributable to the product or handling before delivery.

All claims are subject to verification.

3. Reporting a Damaged or Incorrect Product

If you receive a damaged, incorrect, leaking, spoiled, or otherwise problematic product, please contact us as soon as possible after delivery.

For perishable products, we recommend reporting the issue within 24 hours of delivery so that we can investigate and take appropriate action.

When submitting a complaint, please provide:

Order number
Product name
Description of the issue
Photographs of the product
Photographs of the packaging and label
Photographs showing any visible damage or leakage
Any other information reasonably requested by our support team

Providing clear photographs may help us process your request more quickly.

4. Product Quality Complaints

If you believe a dairy or food product is spoiled or unsuitable for consumption:

Do not consume the product.

Please retain the product and its original packaging until the complaint has been reviewed, unless we instruct you otherwise.

We may request photographs, batch details, manufacturing information, expiry/best-before information, or other details to investigate the complaint.

5. Products That Cannot Be Returned

Due to hygiene, food-safety, and perishable-product considerations, the following generally cannot be returned after delivery:

Fresh dairy products
Milk
Paneer
Curd
Buttermilk
Ghee
Butter
Other perishable food products
Products that have been opened or partially consumed
Products damaged after delivery due to improper storage or handling
Products returned without prior approval

This does not affect any rights or remedies available to customers under applicable law.

6. Wrong Product Delivered

If we deliver a product different from the product ordered, please contact us within 24 hours of delivery.

After verification, we may:

Arrange a replacement with the correct product; or
Provide an appropriate refund where replacement is not possible.

The incorrectly delivered product may need to be retained for verification or collection, depending on the circumstances.

7. Missing Products

If one or more products are missing from your order, please report the issue within 24 hours of delivery.

We may verify the order, packing records, delivery information, and other relevant details before approving a replacement or refund.

8. Order Cancellation

Orders may be cancelled before they are processed or dispatched, subject to the status of the order.

Once an order has been processed, packed, or dispatched, cancellation may not be possible because of the perishable nature of our products.

If you wish to cancel an order, please contact us as soon as possible after placing the order.

9. Refund Eligibility

A refund may be provided where:

An eligible product cannot be replaced.
An incorrect product was delivered and a replacement is not available.
A product was damaged or spoiled before or during delivery and replacement is not possible.
An order was cancelled before processing and the payment has already been received.
A product or order could not be fulfilled due to circumstances attributable to us.
A refund is otherwise required under applicable law.

Refund eligibility is determined after reviewing the circumstances of the request.

10. Refund Processing

Once a refund has been approved, the refund will generally be initiated to the original payment method, where technically possible.

The time taken for the refunded amount to appear in your account may depend on:

Payment gateway
Bank
Card issuer
UPI provider
Other financial institution

Greenland Dairy Farm does not control the processing time of third-party banks or payment providers.

For Cash on Delivery orders, the refund method may be determined on a case-by-case basis.

11. Replacement

Where a replacement is approved, we may arrange delivery of the replacement product depending on:

Product availability
Delivery location
Nature of the complaint
Delivery conditions
Other operational considerations

If the same product is unavailable, we may offer an appropriate alternative or refund, subject to agreement and applicable circumstances.

12. Refund for Undelivered Orders

If an order cannot be delivered due to circumstances attributable to us, we may provide an appropriate refund where payment has already been collected.

However, if delivery fails because of incorrect or incomplete information provided by the customer, refusal to accept the order, unavailability of the recipient, or other circumstances attributable to the customer, refund eligibility may be subject to the applicable circumstances and delivery costs.

13. Damaged Packaging

Minor external marks or changes to packaging that do not affect the quality, safety, quantity, or usability of the product may not qualify for a refund.

However, if the packaging is:

Broken
Leaking
Open
Severely damaged
Tampered with
Otherwise likely to affect product quality or safety

please contact us immediately after delivery.

14. Products Damaged After Delivery

We are not responsible for damage, spoilage, or deterioration caused by improper storage, handling, temperature exposure, misuse, or failure to follow the product’s storage instructions after delivery.

Customers should follow the storage and handling instructions provided on the product packaging.

15. Promotional Products and Free Items

Products provided as part of promotional offers, bundles, discounts, or free-item promotions may be subject to specific terms applicable to that offer.

If an order is refunded or cancelled, the treatment of promotional benefits, free products, discounts, or coupons may be adjusted accordingly.

16. Refund Deductions

Where applicable, certain charges may be deducted from a refund if permitted by the applicable terms and circumstances, including:

Delivery charges
Additional services requested by the customer
Charges arising from incorrect information provided by the customer
Other charges expressly communicated at the time of purchase

Any applicable deduction will be communicated where appropriate.

17. Fraudulent or Misuse of Refund Requests

We reserve the right to investigate repeated, suspicious, or potentially fraudulent refund and replacement claims.

Where there is reasonable evidence of misuse, fraudulent activity, false claims, or abuse of our return and refund process, we may take appropriate action in accordance with applicable law.

18. How to Request a Refund or Replacement

To request a refund or replacement:

Contact us through the communication options available on our website.
Provide your order number.
Explain the issue clearly.
Provide photographs or other supporting information where requested.
Follow any reasonable instructions provided by our support team.

We will review the request and inform you of the outcome.

19. Review and Verification

All refund and replacement requests may be reviewed before approval.

We may verify:

Order information
Product details
Delivery records
Product photographs
Packaging condition
Batch or product information
Payment records
Other relevant information

Our decision will be based on the circumstances of the case and applicable law.

20. Changes to This Policy

Greenland Dairy Farm may update this Return & Refund Policy from time to time to reflect changes in our products, services, operational practices, or applicable laws.

The updated policy will be published on this page with the revised Last Updated date.

Customers are encouraged to review this policy periodically.

21. Contact Us

If you have any questions regarding this Return & Refund Policy or wish to submit a return, replacement, cancellation, or refund request, please use the Contact Us page or the communication options provided on our website.

We will make reasonable efforts to review and resolve eligible requests promptly.

Greenland Dairy Farm
The Nature of Purity