At the Heart of Our Farm

Our Cows

Refund, Cancellation & Escalation Policy

At Doodhvale Farms, we are committed to delivering a reliable and satisfactory experience to every customer. We understand that there may be situations where an order needs to be cancelled, returned, or refunded. This policy outlines the applicable process, eligibility criteria, and timelines.

1. Cancellation Policy

Customers may request cancellation of their order by messaging the Doodhvale Farms customer support team through the customer support number: +91 89291 02879.

  • Cancellation requests must be raised before the order is dispatched.

  • Once an order has been dispatched or handed over to our delivery partner, cancellation may no longer be possible.

  • If cancellation is requested after dispatch, the customer may be required to accept the delivery and initiate a return/refund request, wherever applicable.

Doodhvale Farms reserves the right to determine cancellation eligibility based on the current fulfilment and delivery status of the order.

2. Return & Refund Policy

We strive to ensure that every order reaches the customer in the expected condition and quality.

If a customer receives an order that is damaged, missing, incorrect, tampered, defective, or incomplete products, the customer must report the issue to Doodhvale Farms within 24 hours of delivery.

Depending on the nature of the issue and the outcome of our verification, the resolution may include:

  • Replacement of the affected product/order

  • Refund of the applicable amount

  • Store credit or another appropriate resolution

Unboxing Video Requirement

For claims relating to damaged, missing, incorrect, tampered, defective, or incomplete products, customers are required to record a continuous unboxing video from the point at which the sealed package is received/opened until the contents are fully visible.

Claims without a valid unboxing video will not be eligible for a refund, replacement, or other claim-based resolution.

The unboxing video must clearly show:

  • The condition of the package before opening

  • The shipping/order label

  • The opening of the package

  • All products and contents received

  • Any damage, shortage, leakage, tampering, or discrepancy

Doodhvale Farms may request additional photographs, videos, or information where required for verification.

3. Refund Eligibility

Refund requests are subject to verification and investigation.

A refund or replacement may be declined where:

  • The claim is raised more than 24 hours after delivery.

  • A valid unboxing video is not available for claims where an unboxing video is required.

  • The issue cannot be reasonably verified.

  • The issue is caused by circumstances outside Doodhvale Farms’ responsibility.

  • The product has been consumed, altered, mishandled, or otherwise used in a manner that prevents verification.

  • The information or evidence provided is insufficient to establish the claim.

For perishable products, customers should report any quality, damage, or incorrect-order issue immediately and within 24 hours of delivery.

4. Refund Processing

Where a refund is approved:

  • For payments made through a credit/debit card, the refund will generally be processed to the original payment method.

  • For payments made through a payment gateway, UPI, or other digital payment method, the refund will generally be processed through the applicable payment channel or to the original payment source, wherever supported.

  • For Cash on Delivery (COD) orders, Doodhvale Farms may request appropriate bank/UPI details to process an approved refund.

The time taken for the amount to reflect in the customer’s account may depend on the payment gateway, bank, or financial institution.

5. Customer Support & Escalation Timelines

Doodhvale Farms aims to resolve customer concerns as quickly as possible.

Any escalation of a customer complaint, refund, delivery issue, product issue, or service-related concern must be raised within 24 hours of the relevant incident or delivery. Escalations raised beyond 24 hours will not be accepted or considered, except where required under applicable law.

Customers are therefore requested to report concerns promptly and provide all relevant information and supporting evidence at the time of raising the complaint.

6. How to Raise a Request

Customers should contact Doodhvale Farms through our official customer support number: +91 89291 02879 and provide:

  • Order ID

  • Registered mobile number

  • Reason for cancellation/refund/complaint

  • Unboxing video, where applicable

  • Relevant photographs or other supporting evidence

  • Any additional information requested by the support team

Our team will review the request and communicate the applicable resolution.

7. Escalation Matrix

If a customer is dissatisfied with the resolution provided by the customer support team, the matter can be escalated through the following escalation matrix, subject to the applicable 48-hour escalation window.

First Escalation - Grievance Officer

Grievance Officer: Saurav Singh
Email: care@doodhvale.com
Turnaround Time: Within 48 hours of escalation

Customers are requested to allow the applicable turnaround time for resolution before proceeding to the next level of escalation.

8. Doodhvale Farms Customer Commitment

Every cancellation, refund, return, and complaint is reviewed with the objective of providing a fair and appropriate resolution. Where an issue is found to be attributable to Doodhvale Farms or our fulfilment/delivery process, we will take reasonable steps to resolve the issue in accordance with this policy.

This policy is subject to applicable laws and regulations and may be updated by Doodhvale Farms from time to time.