Cancellation & Refund Policy

This Cancellation & Refund Policy explains how orders can be cancelled and how refunds are processed by DPHNO Farms LLP.

1. Order cancellation by customer

• You may cancel an order free of charge before it is dispatched by writing to connect@donsuperfoods.com with the order number.
• Once the order is handed to the courier, it can no longer be cancelled.
• For prepaid orders, refunds are initiated to the original payment method within 3–5 business days of successful cancellation.

2. Order cancellation by us

We may cancel an order (in whole or in part) in cases including but not limited to: suspected fraud, non-serviceable pincode, stock unavailability, pricing errors, or repeated RTOs on the same account. Prepaid amounts are refunded in full for such cancellations.

3. Returns — food safety

Because our products are consumable food items, sealed packs cannot be returned once dispatched, except in the following cases:

• The pack received is damaged, leaking, tampered with, or shows signs of pilferage.
• The product delivered is different from what was ordered (wrong SKU / wrong quantity).
• The product is expired at the time of delivery or has a manufacturing defect.

4. How to raise a return / refund request

• Email connect@donsuperfoods.com within 48 hours of delivery with your order number, photos of the outer packaging, the product and the batch/expiry printed on the pack.
• Our team responds within 2 business days. If eligible, we arrange a reverse pickup or a replacement.
• Please keep the product and packaging intact until the request is resolved.

5. Refund timelines

• Prepaid (PayU): refund initiated within 3–5 business days of approval; credited within 5–10 business days depending on your bank/UPI/card issuer.
• Cash on Delivery: refunds are processed via NEFT/UPI to a bank account you provide, within 5–7 business days of approval.
• For partial cancellations, only the value of the cancelled item(s) is refunded.

6. Non-refundable

• Shipping fees on delivered orders are non-refundable unless the return is due to our error.
• Orders where the tamper-evident seal is broken (except in verified damage/expiry cases).
• Bulk / B2B orders governed by a separate agreement.

7. Grievance

If you are not satisfied with the resolution, please escalate to our Grievance Officer:

Designated Partner, DPHNO Farms LLP
06 Bashte Plaza, Udyam Nagar Road, Ratnagiri, Maharashtra 415612, India
Email: connect@donsuperfoods.com · Phone: +91 89831 98958
Hours: Mon–Sat, 10:00–18:00 IST