Return, Refund and Cancellation Policy

Last Updated: 10 July 2026

At Bhilwara Milk Company, we carefully inspect and pack every order before dispatch. Since our products are edible and consumable, returns are subject to food-safety and hygiene restrictions.

This policy applies to purchases made through https://bhilwaramilk.com/.

1. Order Cancellation

You may request cancellation before the order has been packed or dispatched.

To request cancellation, contact us with your order number through:

Submitting a cancellation request does not guarantee cancellation. If the order has already been dispatched, it cannot ordinarily be cancelled.

If we successfully cancel a prepaid order, the refund will be initiated to the original payment method.

We may cancel an order because of product unavailability, pricing error, payment issue, address problem, suspected fraud, courier restrictions, or other operational reasons. In such cases, the eligible prepaid amount will be refunded.

2. Food-Safety Return Restriction

Because we sell edible products, we do not accept general returns or exchanges for products that have been:

  • Opened

  • Used or partially consumed

  • Unsealed

  • Tampered with

  • Improperly stored after delivery

We also do not accept returns merely because of a change of mind, personal taste preference, aroma preference, texture preference, or accidental selection of an incorrect product or quantity.

3. Eligible Complaints

A replacement or refund may be considered where:

  • The product was damaged or leaking at the time of delivery;

  • The container or safety seal was broken during transit;

  • You received a product different from the product ordered;

  • An item was missing from the package;

  • The delivered product was past its declared expiry or use-by date;

  • The delivered quantity was materially different from the quantity ordered; or

  • Another verified fulfilment error occurred on our part.

4. Complaint Reporting Period

Eligible complaints must be submitted within 48 hours of delivery.

Your complaint should include:

  • Order number

  • Customer’s name and registered mobile number

  • Description of the issue

  • Clear photographs of the external package

  • Clear photographs of the damaged, incorrect, or affected product

  • Photograph of the shipping label

  • Photograph of the batch and expiry or best-before information

  • Unboxing video, wherever reasonably available

The product and original packaging must be retained until the complaint has been reviewed.

Claims submitted after 48 hours may not be accepted where the condition of the product at the time of delivery can no longer be verified.

5. Unboxing Evidence

Customers are strongly advised to record a continuous unboxing video for fragile, leaking, missing-item, or incorrect-product claims.

The recording should begin before the shipping package is opened and clearly show:

  • The sealed package

  • Shipping label

  • Opening of the package

  • Products received

  • Reported damage or discrepancy

Absence of a video will not automatically invalidate every genuine claim, but sufficient evidence must be provided so that we can verify the issue.

6. Non-Eligible Cases

A return, replacement, or refund will ordinarily not be available where:

  • The product has been opened, used, consumed, altered, or tampered with;

  • The complaint is based only on personal taste, aroma, colour, or texture preference;

  • The product shows normal batch variation associated with natural ingredients;

  • Ghee shows natural granulation or a texture change caused by temperature;

  • Oil contains natural sediment consistent with its manufacturing process;

  • The customer selected the wrong product, variant, size, or quantity;

  • Incorrect or incomplete delivery information was provided;

  • Delivery was refused without a verified product issue;

  • The package could not be delivered because the customer was unavailable;

  • The customer failed to collect the shipment after courier attempts;

  • Damage occurred after delivery because of improper storage or handling;

  • The complaint was submitted outside the applicable reporting period; or

  • The product was purchased through an unauthorised third-party seller.

Nothing in this section restricts a remedy that must be provided under applicable law.

7. Complaint Review

After receiving the required information, we will inspect the evidence and may request additional photographs, videos, or information.

Once the complaint is verified, we may offer an appropriate resolution such as:

  • Replacement of the affected product;

  • Refund for the affected product;

  • Refund for a missing item;

  • Replacement of an incorrect product; or

  • Another reasonable resolution agreed with the customer.

The resolution will depend on the nature of the issue, product availability, and applicable legal requirements.

8. Returning an Eligible Product

Do not send a product back without written instructions or approval from our customer-support team.

Where a physical return is required, we will provide return instructions and, where reasonably serviceable, arrange collection.

Returned products must include the original packaging, labels, seals, accessories, and invoice where available.

Unauthorised returns sent without approval may not be accepted.

9. Refund Processing

Once a refund is approved, it will ordinarily be initiated within 5 business days.

Refunds for prepaid orders will be issued to the original payment method used for the transaction.

After initiation, the amount may take approximately 5–10 business days to appear in your account, depending on the bank, card network, UPI provider, wallet, or payment gateway.

For eligible Cash on Delivery orders, where available, we may request verified bank or UPI details to process the refund.

Original or reverse shipping charges may not be refundable where the return resulted from an incorrect address, refused delivery, customer unavailability, or an error not attributable to Bhilwara Milk Company.

10. Partial Refunds

Where only one item or part of an order is affected, the refund or replacement may be limited to the affected item rather than the full order.

Discounts, combo pricing, promotional benefits, and shipping charges may be recalculated where only part of an order is refunded.

11. Failed and Duplicate Payments

Where payment is debited but no order is confirmed, customers should first check whether the transaction has been automatically reversed.

If the amount is not reversed within the bank or payment provider’s stated period, contact us with:

  • Customer name

  • Mobile number

  • Payment date

  • Amount

  • Transaction or UTR number

  • Screenshot or proof of debit

After verification, a confirmed duplicate or excess payment will be refunded to the original payment method.

12. Contact for Returns and Refunds

Business: Bhilwara Milk Company
Email: info@bhilwaramilk.com
Customer Support: +91 9315316083
Complaints: +91 9318489543
Address: Bhilwara Milk Company, Baran, Tehsil Banera, Bhilwara, Rajasthan – 311401, India

Shipping and Delivery Policy

Last Updated: 10 July 2026

This Shipping and Delivery Policy applies to orders placed through https://bhilwaramilk.com/.

1. Shipping Locations

We currently ship to serviceable locations within India.

Availability of delivery depends on the PIN code, courier coverage, product restrictions, and other operational considerations.

We may cancel and refund an order where the supplied address is not serviceable.

2. Order Processing

Orders are generally processed and dispatched within 1–2 business days after successful payment confirmation.

Orders received on Sundays, public holidays, or during high-volume sale periods may be processed on the next working day.

Processing may take longer where:

  • An address requires verification;

  • Payment confirmation is delayed;

  • A product is temporarily unavailable;

  • A traditionally prepared batch is under production;

  • The order contains a large quantity; or

  • Additional verification is required.

3. Estimated Delivery Time

After dispatch, orders are generally delivered within:

  • 3–7 business days for most serviceable locations; and

  • 7–10 business days for remote or extended-service locations.

These timelines are estimates and not guaranteed delivery dates.

4. Shipping Charges

Shipping charges, where applicable, will be displayed during checkout before payment.

Orders with an eligible cart value above ₹2,999 may qualify for free standard shipping, unless a different promotional condition is displayed on the Website.

The free-shipping threshold and shipping charges may change during specific promotions or because of courier and operational costs. The applicable amount will be shown before the order is confirmed.

5. Order Tracking

After dispatch, available tracking information may be sent through email, SMS, WhatsApp, or another communication channel provided during checkout.

Customers may also contact our tracking support:

Order Tracking: +91 9587846895

Tracking information may take up to 24–48 hours after dispatch to become active on the courier’s system.

6. Delivery Address

Customers must provide a complete and accurate delivery address, including:

  • Recipient’s full name

  • House, building, or shop number

  • Street or locality

  • Landmark, where required

  • City and state

  • Correct PIN code

  • Reachable mobile number

We are not responsible for delivery delays, failed delivery, or additional costs caused by incomplete or incorrect information supplied by the customer.

Address changes may be requested before dispatch but cannot be guaranteed after the order has been processed.

7. Delivery Attempts

The courier partner may make more than one delivery attempt, depending on its operational policy.

Customers should remain available on the registered mobile number and cooperate with the delivery partner.

Where an order is returned to us because of customer unavailability, refused delivery, incorrect address, or an unreachable telephone number:

  • Re-shipping may require payment of additional shipping charges; or

  • A prepaid refund may be processed after deducting actual forward and return shipping expenses, where legally permitted.

8. Delayed Delivery

Delivery may be delayed because of circumstances such as:

  • Weather conditions

  • Natural disasters

  • Public holidays

  • Transport or courier disruption

  • Government restrictions

  • Strikes

  • Local disturbances

  • Remote-location limitations

  • High-volume sale periods

  • Incorrect address information

  • Events beyond our reasonable control

We will make reasonable efforts to assist with delayed shipments, but we cannot guarantee courier timelines in circumstances outside our control.

9. Damaged or Tampered Packages

Customers should inspect the outer package at the time of delivery.

Where a package appears visibly opened, seriously damaged, or tampered with, you may refuse delivery and immediately contact us.

For damage discovered after opening, record an unboxing video and contact us within 48 hours of delivery with the required photographs and order information.

Eligible claims will be handled according to our Return, Refund and Cancellation Policy.

10. Multiple Shipments

Orders containing multiple products may sometimes be dispatched in separate packages because of product availability, packaging requirements, weight, or warehouse arrangements.

Separate tracking information may be provided for each shipment. Additional shipping charges will not be imposed after order confirmation unless agreed with the customer.

11. Ownership and Risk

Responsibility for an order passes to the recipient after successful delivery at the address supplied during checkout, subject to rights available under our Return, Refund and Cancellation Policy and applicable law.

12. Contact for Shipping Assistance

Business: Bhilwara Milk Company
Email: info@bhilwaramilk.com
General Support: +91 9315316083
Order Tracking: +91 9587846895
Complaints: +91 9318489543
Address: Bhilwara Milk Company, Baran, Tehsil Banera, Bhilwara, Rajasthan – 311401, India