Returns, Refunds & Replacements
Custom food products can’t be returned on a whim — but damage, shortages and genuine quality issues are always put right. Here’s how.
Because our honey is custom-manufactured to your approved specification and is a food product, returns are necessarily limited. This page explains how we handle cancellations, damage, quality issues and refunds fairly.
1. Custom & private-label goods
Goods produced to your approved varietal, format and label spec are made specifically for you and cannot be returned for a change of mind once approved and in production. This is why we encourage samples and written approvals before any run.
2. Try before you commit — samples
We recommend evaluating sample packs before placing an order. Samples are free (you cover courier). See Shipping & Logistics.
3. Damage or shortage in transit
Inspect your consignment on delivery. Report any transit damage or shortage within 48 hours of receipt, with photographs (and an unboxing video where possible). For verified transit damage we will replace the affected units or issue a credit — as we have done for clients (for example, replacing 58 jars broken in transit, no questions asked).
4. Quality issues
If a product does not conform to the agreed specification or its Certificate of Analysis, contact us promptly with the batch details. After verification (which may include a retained sample or lab check) we will replace or refund the affected portion of the order.
5. Cancellations
- Before production / before advance: you may cancel; any amount paid is refundable less costs already incurred on your behalf.
- After production has started or custom labels are printed: the advance may be non-refundable, as materials and time are committed. Before production begins, cancellation is free and any advance is returned in full; once production has started, we deduct costs actually incurred and refund the balance.
6. Refund method & timeline
Approved refunds are made to the original payment method within 7–10 working days of approval.
7. What isn’t covered
- Natural variation in colour, taste or crystallisation (see Disclaimer).
- Damage from storage or handling after delivery/collection.
- Change of mind on custom or approved goods.
8. How to raise a claim
Email [email protected] or WhatsApp +91 96671 75507 with your order/batch reference, a description and photos. We’ll respond quickly and resolve it fairly.