Refund and Cancellation Policy

At Suravi Ghee, we take care to ensure that our products are packed and delivered in good condition. As our products are food items, we follow specific guidelines for cancellations, returns, replacements, and refunds.

Please read this policy carefully before placing an order through our website or other authorised online sales channels.

1. Order Cancellation

Customers may request cancellation of an order before the order has been processed or dispatched.

To request a cancellation, please contact us as soon as possible using the contact details provided below. Cancellation requests received after dispatch may not be accepted.

Once an order has been successfully cancelled, any eligible refund will be processed according to the payment method and applicable conditions.

2. Cancellation by Suravi Ghee

Suravi Ghee reserves the right to cancel an order in circumstances such as:

  • Product being unavailable
  • Incorrect product pricing or information
  • Incorrect or incomplete order details
  • Suspected fraudulent or unauthorised transactions
  • Delivery being unavailable to the specified location
  • Technical or payment processing errors
  • Other circumstances beyond our reasonable control

If we cancel an order for which payment has already been received, an eligible refund will be initiated through the applicable payment method.

3. Returns of Food Products

As ghee and other food products are perishable or consumable goods, we generally do not accept returns of products once they have been delivered, except where the product is damaged, defective, incorrect, tampered with, or otherwise qualifies for a replacement or refund under applicable law.

Customers should not send products back without first contacting Suravi Ghee and receiving confirmation from our team.

4. Damaged or Tampered Products

If you receive a product with damaged packaging, leakage, visible tampering, or other delivery-related damage, please contact us as soon as possible after delivery.

We may request:

  • Order number
  • Product details
  • Photographs or videos of the product
  • Photographs of the packaging
  • Batch number and other product information
  • Other information reasonably required to assess the issue

After reviewing the complaint, we may provide a replacement or eligible refund, depending on the circumstances.

5. Incorrect Product

If you receive a product that is different from the product ordered, please contact us promptly with your order details and photographs of the product received.

After verification, we may arrange an appropriate replacement or refund.

6. Defective or Quality-Related Issues

If you believe that a product has a manufacturing defect or quality issue, please contact us with the relevant product and order information.

We may investigate the complaint and, where appropriate, offer a replacement or refund in accordance with applicable laws and our internal quality procedures.

Customers should not consume a product if they believe that its packaging has been compromised or the product is unsafe.

7. Refund Eligibility

A refund may be considered in circumstances including:

  • An eligible order is cancelled before dispatch
  • An order is cancelled by Suravi Ghee after payment has been received
  • A wrong product has been delivered and a refund is approved
  • A product arrives damaged or tampered with and a refund is approved
  • A verified product-related issue qualifies for a refund
  • Payment has been successfully received but the order cannot be fulfilled

Refund eligibility will be determined after reviewing the specific circumstances of the order.

8. Non-Refundable Situations

Refunds may not be provided where:

  • The customer changes their mind after receiving the product
  • The product has been opened or used without a qualifying product issue
  • The product has been improperly stored or handled after delivery
  • The customer provides incorrect delivery information
  • The customer refuses delivery for reasons unrelated to a product issue
  • The complaint is made after an unreasonable period
  • The product has been damaged after delivery due to customer handling

This section is subject to applicable consumer protection laws and regulations.

9. Refund Processing

Once a refund is approved, we will initiate the refund through the applicable payment method or process it through the method communicated by Suravi Ghee.

The time taken for the refund to appear in your account may depend on the payment gateway, bank, card issuer, or other financial institution.

Suravi Ghee is not responsible for delays caused by third-party payment providers or banks after the refund has been initiated.

10. Shipping and Delivery Charges

Where a refund is approved because of an error attributable to Suravi Ghee, such as delivery of an incorrect or damaged product, applicable delivery charges may also be considered for refund.

Where an order is cancelled for a customer-related reason after dispatch or where the issue is unrelated to a product defect, delivery or other applicable charges may not be refundable.

11. Exchange or Replacement

Where appropriate, Suravi Ghee may offer a replacement instead of a refund.

Replacement will depend on:

  • Product availability
  • Nature of the complaint
  • Verification of the issue
  • Delivery location
  • Other applicable conditions

A replacement product may be of the same product and pack size as the original order, subject to availability.

12. How to Request a Cancellation, Refund or Replacement

To submit a cancellation, refund, or replacement request, please contact us with:

  • Customer name
  • Order number
  • Contact number
  • Product name
  • Date of purchase
  • Reason for the request
  • Photographs or videos, where relevant

Please contact us through:

Suravi Ghee
Phone no- +91 98363 75742

Email ID- support@suravighee.com

Address- Suravi House, No. 2 Airport Gate, Kolkata 700081

Website:https://www.suravigheeonline.com/

13. Changes to This Policy

Suravi Ghee may update this Refund and Cancellation Policy from time to time to reflect changes in our business practices, products, payment methods, or applicable legal requirements.

Any updated version will be published on this page with the revised effective date.

14. Contact Us

If you have any questions regarding cancellations, refunds, replacements, or this policy, please contact us using

Phone no- +91 98363 75742

Email ID- support@suravighee.com

Address- Suravi House, No. 2 Airport Gate, Kolkata 700081

Website:https://www.suravigheeonline.com/