At Farmilia, we prepare and deliver food products with care. Since our products are flour and grain-based food items, returns are handled with hygiene, freshness and safety in mind. This policy explains when a return, replacement or refund may be requested.
1. Return Window
We have a 30-day return request window. This means you may contact us within 30 days after receiving your order to request a return, replacement or refund for an eligible issue.
A return request does not automatically mean the item will be accepted for return. Each request will be reviewed based on the product condition, issue reported and eligibility under this policy.
2. Eligibility for Return
To be eligible for a return, the item must generally be in the same condition that you received it, unused, unopened, sealed, and in its original packaging. You will also need the receipt, order confirmation or proof of purchase.
For hygiene and food safety reasons, opened, used, tampered, partially consumed or improperly stored food products cannot be returned unless the issue is clearly related to damage, defect, wrong item delivery or a verified quality concern.
3. How to Start a Return
To start a return request, please contact us at farmiliaindia@gmail.com with your order number, contact details, product name, reason for return and clear photos or videos if the item is damaged, defective or incorrect.
If your return request is accepted, we will share instructions on how and where to send the product. Items sent back to us without first requesting a return will not be accepted.
25, Vasant Vihar, Nagbai Dhola Bhata,
Ajmer, Rajasthan, 305001, India
4. Damages, Defects or Wrong Item
Please inspect your order as soon as it is delivered. If the item is damaged, defective, leaking, tampered with, spoiled, missing, or if you receive the wrong product, contact us immediately at farmiliaindia@gmail.com.
To help us evaluate the issue quickly, please share your order number along with clear photos or videos of the outer packaging, shipping label, product packaging and the issue noticed.
Once verified, we may offer a replacement, refund, store credit or another appropriate resolution depending on the nature of the issue.
5. Non-Returnable Items
Certain items cannot be returned due to hygiene, safety or product nature. This includes:
- opened, used, partially consumed or tampered food products;
- products not in their original packaging;
- products damaged due to improper storage after delivery;
- products returned without prior approval from Farmilia;
- custom, special order or personalised products, if any;
- gift cards, if any;
- sale or clearance items, unless defective, damaged or wrongly delivered.
If you are unsure whether your product is eligible for return, please contact us before sending anything back.
6. Exchanges
We may offer an exchange or replacement if you received a damaged, defective or wrong item and the issue is verified by our team.
For other cases, the fastest way to get a different product is to place a new order after your return or refund request has been reviewed and approved, where applicable.
7. Return Shipping
If the return is due to a verified damaged, defective or wrong item delivered by us, Farmilia may arrange return shipping or provide suitable instructions for resolution.
If the return is requested for any other eligible reason, return shipping charges may be borne by the customer unless otherwise confirmed by Farmilia in writing.
8. Refunds
We will notify you once we have received and inspected your return, or once your issue has been reviewed, and let you know whether the refund has been approved.
If approved, the refund will be processed to your original payment method within 10 business days. Please note that your bank, card issuer or payment provider may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at farmiliaindia@gmail.com.
9. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible. Cancellation requests can only be considered if the order has not already been packed, shipped or handed over to the courier partner.
Once an order has been shipped, it cannot be cancelled and will be handled as per the return and refund terms mentioned in this policy.
10. European Union 14-Day Cooling-Off Period
If any merchandise is shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification, subject to applicable law.
As above, the item must be in the same condition that you received it, unused, unopened, with original packaging and with proof of purchase. For food products, hygiene and safety restrictions may still apply where permitted by law.
11. Contact Us
For return, replacement, cancellation or refund questions, please contact Farmilia at:
Ajmer, Rajasthan, 305001, India