Refund Policy

At Rawat's Farm, we craft every jar of ghee with care — and we want every jar that reaches you to delight you. If something is wrong with your order, we will make it right.

This Refund Policy explains when and how you can request a refund or replacement. Because ghee is a sealed perishable food product, our policy is slightly different from non-food items, and we want to be upfront about that.

1. The Quick Summary

• Damaged or leaking jar? Free replacement, no questions asked
• Wrong product delivered? Free replacement or full refund
• Sealed jar with quality issue? Free replacement after review
• Changed your mind on a sealed product? We cannot accept returns
• Used or opened jar? We cannot accept returns (food safety)

Read the full details below.

2. When You Can Request a Refund or Replacement

You can request a refund or replacement if:

a) The product arrived damaged

• Broken, cracked, or leaking jar
• Damaged outer packaging that has affected the product
• Tampered seal

b) The wrong product was delivered

• You received a different size, variant, or product than what you ordered

c) The product is expired or close to expiry

• Less than 90 days remaining on the "Best Before" date when delivered

d) Order not delivered

• Marked as delivered by courier but you did not receive it (we will investigate with the courier)
• Delivery delayed beyond 14 days from dispatch with no movement

3. When We Cannot Offer Refunds or Returns

For food safety and hygiene reasons, we cannot accept returns or refunds in the following cases:

• The jar has been opened or the seal is broken (except in cases of damage during transit)
• You changed your mind after receiving a sealed, undamaged product
• You ordered the wrong size or variant by mistake
• The product was damaged due to mishandling after delivery
• You did not store the product as recommended (cool, dry place, away from sunlight)
• More than 7 days have passed since delivery without you raising the issue
• You purchased from a third-party seller (Amazon, Flipkart, retail stores, distributors) — please contact that seller directly. This policy applies only to orders placed on rawatsfarm.com

4. How to Raise a Refund or Replacement Request

Step 1: Contact us within 7 days of delivery

Email rawatsfarm@gmail.com or WhatsApp us at +917014298254 with:

• Your order number
• Photos or a short video of the issue (essential for damage or quality claims)
• A clear description of the problem

Step 2: We will review your request within 48 hours

For damaged or wrong-product cases, we usually approve immediately. For quality concerns, we may ask additional questions or request the product for inspection.

Step 3: Resolution

Depending on your preference and the nature of the issue, we will offer:

• Free replacement dispatched and delivered within 7 working days

5. How Refunds Are Processed

Once your refund is approved:

The actual time depends on your bank or payment provider. If you do not see the refund within these timelines, please contact us with your transaction reference and we will follow up with the gateway.

6. Order Cancellation

You can cancel your order before it is dispatched by emailing or messaging us. Once dispatched, cancellation is not possible — but you can refuse delivery, and we will issue a refund minus return shipping costs.

If we cancel your order (out of stock, payment issue, delivery not feasible, etc.), you will receive a full refund within 7 working days.

7. Return Shipping

• For damaged, wrong, or defective products: we cover return shipping costs
• We will arrange a reverse pickup through our courier partner where possible
• In some pin codes where reverse pickup is not available, we may ask you to ship the item back via India Post and reimburse the actual courier charges (up to ₹150) along with your refund
  You can request for return in 24hours of the delivery.

You do not need to return undamaged sealed products in cases of full replacement at our discretion.

8. Bulk and Corporate Orders

Bulk orders (5L cans, corporate gifting, distributor orders) follow a separate refund policy as agreed in your purchase invoice or contract. Generally:

• Damaged units will be replaced
• Refunds are processed only for the affected portion of the order
• Returns are not accepted for change of mind

For specific terms, please refer to your invoice or contact us at rawatsfarm@gmail.com.

9. Festival and Promotional Orders

During festive sales, special promotions, or clearance offers:

• Refund policy still applies for damaged or wrong items
• Discounted items may not be eligible for change-of-product replacements (you can only get a refund or the same item)
• Free gift items, if any, must also be returned for a refund to be processed

10. What Counts as Acceptable Photo / Video Evidence

To help us approve your request quickly, please share:

• A clear photo of the outer packaging (showing any damage or leak)
• A clear photo of the product label (so we can verify batch and dates)
• A clear photo or short video of the issue itself (broken jar, leaked ghee, off-colour, foreign object, etc.)

The clearer the evidence, the faster we can resolve.

11. Important Notes on Ghee Quality

Pure Bilona Ghee behaves differently from mass-produced refined ghee. Please note these are normal characteristics, notdefects:

• Granular ("daanedar") texture when solid — this is a hallmark of authentic bilona ghee
• Solid in winter, liquid in summer — pure ghee changes state with temperature; below 25°C it tends to solidify, above 30°C it liquefies. Both states are equally pure
• Slight colour variation between batches — depends on what the cows graze on (grass vs hay seasons)
• Strong nutty aroma — this is the signature of slow wood-fire clarification and means it is real
• Tiny dark specks at the bottom of the jar — these are caramelised milk solids from the bilona process, completely safe and a sign of authenticity

If you are unsure whether what you are seeing is normal, please reach out before raising a refund — we will be happy to assist you.

12. Storage Recommendations

To keep your ghee at its best:

• Store in a cool, dry place away from direct sunlight
• Always use a clean, dry spoon (no water contact)
• Keep the lid tightly closed when not in use
• No need to refrigerate — ghee is shelf-stable for 9–12 months unopened
• Once opened, consume within 6 months for best flavour

We are not able to issue refunds for spoilage caused by improper storage..

13. Contact Us

For any refund or return query:

Email: rawatsfarm@gmail.com WhatsApp: +91 7014298254 Hours: Monday to Saturday, 9 AM to 6 PM IST

We respond to all customer queries within 48 working hours.

We make ghee the way our grandmothers did — with patience, care, and pride. If our ghee did not live up to your expectations, please tell us. Your feedback helps us improve, and we will always do our best to set things right.