Return, Replacement & Refund Policy

1. Overview

This Return, Replacement & Refund Policy is published by Geodhara Private Limited, operating under the brand name “Geodhara Farm” (“we”, “us”, “our”); see our Terms & Conditions for our full legal entity details. Because our milk is fresh, raw, and perishable, we do not offer a conventional “return” process where a product is sent back to us - this would not be safe or practical for a liquid food product that is intended to be refrigerated and consumed quickly. Instead, this Policy explains how we make things right if there is a genuine quality issue with a delivery, through replacement or credit/refund for that delivery.

This Policy covers issues with milk that has already been delivered. If you instead want to cancel, pause, or skip an upcoming delivery, please see our Cancellation Policy.

2. Reporting a Quality Issue

If there is a problem with your delivered milk (for example, it is spoiled, smells or tastes off, is short in quantity, or was visibly mishandled in transit), please report it to us on WhatsApp on the same day as delivery, together with:

• your name and registered mobile number;
• a short description of the issue; and
• a photo or short video of the milk/container, where possible.

Because the product is perishable, we are not able to investigate or act on reports made well after the fact, when the milk can no longer reasonably be assessed.

3. Eligible Issues

We will offer a replacement, credit, or refund (at our discretion, and in fairness to you) where, after reviewing your report, we reasonably determine that:

• the milk was spoiled, curdled, or contaminated at the time of delivery, through no fault of the customer;
• the quantity delivered was short of what you paid for; or
• the container/packaging was damaged or compromised before it reached you.

4. Situations Not Covered

We are not able to offer a replacement, credit, or refund where:

• the issue is reported after the same-day window in Section 2, or too late for us to reasonably assess it;
• the milk spoiled because it was not refrigerated promptly or was stored improperly after delivery;
• the container was opened, tampered with, or mixed with anything after delivery;
• the concern relates to the natural variation of raw milk (for example, a change in cream content, colour, or taste from one day to the next), which is not a defect, as explained in our Terms & Conditions; or
• you were not available to receive the delivery and it was left, at your prior instruction, in a location where it was exposed to heat or delay before being brought indoors.

5. Replacement Process

Where a report is accepted, our usual remedy is a free replacement on your next scheduled delivery, or the next practical delivery slot. Where a replacement is not practical (for example, you are cancelling your subscription), we will instead offer a credit toward your next order or a refund for the affected day, at the rate of ₹100 per litre for the litres affected.

6. Refunds - Method & Timeline

Whenever a refund is due - whether for a quality issue under this Policy, a cancellation under our Cancellation Policy, or an order we are unable to fulfil - we process it as follows:

• Method: refunds are sent back via UPI to the same account/UPI ID you paid from, unless we agree another method with you in writing.
• Timeline: we aim to process refunds within 5-7 business days of confirming the amount due, over WhatsApp or phone. Since payments are handled manually rather than through an automated payment gateway, please allow for this manual processing time.
• No processing fee: we do not deduct any processing fee from your refund; UPI transfers do not carry a transaction charge to either party under current rules.