“Nilachal Foods” is a web/mobile application (“App”) owned and operated by the company, NILACHAL FOOD PRODUCT(the ‘Company’). This return policy describes the terms and conditions to return a product that is bought using the web/mobile application (“Return Policy”).  

This Return Policy is applicable to persons who has purchased a product by using the Nilachal Food Product web/mobile application services (“Users”). For the purpose of this Return Policy, wherever the context so requires "you" or "your" shall have reference to User and the term "we", "us", "our" shall have reference to the Company.  

We at NILACHAL FOOD PRODUCT have made it our mission to ensure that the shopping experience of our Users is seamless and enjoyable. Therefore, as a part of our commitment to customer satisfaction, if the User is not satisfied with his/her purchase of a product through this App, they have the liberty to return the product within 7 days of receiving that product. Such return shall however be in accordance with the terms mentioned in this Return Policy.  

This Return Policy is incorporated by reference into the Nilachal Foods Terms of Use. Unless otherwise mentioned in this Return Policy, all other terms and conditions provided in the ‘Terms of Use’ shall be applicable to the User.  

1.         Standard Return Policy  

A product bought through this web/mobile application is eligible to be returned to the Company in accordance with the following terms and conditions-  

1.1   The product intended to be returned, has been bought using the web/mobile application.  

1.2   The Company shall not accept any return of products purchased through other online platforms (third party or otherwise) or from retail stores. All such products purchased from retail stores or through online platforms shall be returned in accordance with their return and refund policy.  

1.3   The product intended to be returned, has been received by the User not more than 7 days back (‘Return window’).  

1.4   Any product, unless specifically marked as ‘unreturnable’, can be returned within the Return Window in the following circumstances. Products will be termed as ‘eligible product’ if the purpose of their return is within one of the below circumstances (‘Eligible Products’)-  

(a)    The product was received by the User with damaged packaging including leakage  

(b)    The product was received by the User with proper packaging but damaged content and is expired.  

(c)    The User has received a different product  

(d)    The product does not have the characteristics or features as advertised  

(e)    If the products were delivered late from the stated delivery schedule unless such delay was communicated to the user or such delay was due to reasons beyond the control of the Company and has been communicated to the User by the  Company.  

2.         Process of Return-  

2.1       A return process can be initiated by the User by either -  

(i)         clicking on the ‘return’ tab in the Order history and selecting the reason for return from the dropdown menu. The ‘return’ tab shall be available only during the duration of the Return Window, after which it shall be automatically disabled; Or  

(ii)        User can either write an email to info@nilachalfoods.com explaining the reasons for the return of the products by attaching the relevant documents (E.g- invoice); Or  

(iii)       User can directly contact the customer care for their support in this matter and shall be guided accordingly  

2.2       Once the request for the return of an Eligible Product has been lodged, as per the above Clause 2.1, User can be requested to send the images of the damaged or defective product received, the invoice or billing details of the products or any further documents by our personnel.  

2.3       In certain circumstances our personnel may need to schedule a visit/call/chat to assess the damage or defect in the product or provide any sort of assistance for the purpose of returning their products. A return schedule shall be fixed between our personnel and the User.  

2.4       On acceptance of the return request, Users shall keep the product ready, in its original condition, along with brand outer box, MRP tags and invoice attached, for a successful return pick up by us.  

2.5       Shipping- All shipping costs associated with the returning of the products in accordance with this Return Policy shall be borne by the Company.  

3.         Refund Procedure  

3.1       Once an Eligible Products is received by us, the condition shall be inspected by us.  

3.2       On a successful return, the User will receive a notification acknowledging such return and a confirmation of refund within the period provided hereunder.  

3.3       Refunds will be sent to User’s original method of payment.  

3.4       Please allow at least seven (7) days from our receipt of returned product to process the refund. Refunds may take 1-2 billing cycles to post to Users’ credit card statement, depending on their bank policy.  

3.5       We will notify User by email/SMS when refund has been processed.  

4.         Other important points-  

4.1       Products marked as "non-returnable" on the product detail page cannot be returned.  

4.2       An Eligible Product, if requested, may be eligible for replacement, at the discretion of the Company.  

4.3       If a replacement is requested by User but the Company does not have the exact same product in stock, a refund would be issued to User.   

4.4       Users shall not be entitled to return products which were damaged due to mishandling by them or their representatives.  

4.5       A return request where the user have placed the order for a wrong product or wrong quantity or disliked the products after its purchase, will not be entertained.