Refund policy
RETURN AND REFUNDS POLICY
Effective Date: 26th August 2026
Last Updated: 26th August 2026
1. ABOUT THIS POLICY
This RETURN AND REFUND POLICY (“Policy”) sets out the terms applicable to cancellations, returns, refunds and replacements for products purchased through the Gardens of Vaitarna website (“Website”).
Gardens of Vaitarna (“GoV”) is a brand operated by Vaitarna Estate Private Limited (“Vaitarna Estate”, “we”, “us” or “our”).
By placing an order through the Website, you acknowledge that you have read and understood this Policy.
This Policy should be read together with our Terms & Conditions, Privacy Policy and Shipping & Delivery Policy, as applicable.
Nothing in this Policy is intended to limit or exclude any rights available to consumers under applicable law.
2. NATURE OF OUR PRODUCTS
Our products are food and consumable products.
For reasons of food safety, hygiene and product integrity, we generally do not accept products for return after delivery.
Accordingly, we do not accept returns or provide refunds merely because a customer:
- changes their mind after placing an order;
- no longer requires the product;
- orders the wrong product, flavour, size or quantity;
- does not prefer the taste, flavour or characteristics of the product; or
- has opened, used or partially consumed the product.
This does not affect any rights or remedies available to a consumer under applicable law.
3. WHEN A REFUND OR REPLACEMENT MAY BE PROVIDED
We will consider a refund or replacement where an order has a genuine product or fulfilment issue, including where:
a. the wrong product has been delivered;
b. an item paid for has not been delivered;
c. the product has been materially damaged during delivery;
d. the product is leaking or the packaging is materially damaged;
e. the packaging appears to have been tampered with;
f. the product is received in a condition that makes it unsuitable for consumption;
g. the product is materially different from the product ordered; or
h. there is another verified issue attributable to GoV.
Following review of the claim, GoV may provide a replacement, refund, partial refund or another appropriate resolution, depending on the circumstances.
4. REPORTING AN ISSUE
Customers should inspect their order as soon as reasonably possible after delivery.
Any concern relating to damage, leakage, tampering, incorrect or missing products, or apparent product-quality issues should be reported to GoV within 48 hours of delivery.
Customers may still contact GoV after this period where the nature of the issue reasonably warrants consideration. Such requests will be reviewed based on the circumstances and applicable law.
The 48-hour reporting period is intended to allow GoV to investigate issues promptly, particularly where the condition of a food product may be affected by storage and handling after delivery.
5. INFORMATION REQUIRED TO PROCESS A CLAIM
To enable us to investigate and resolve a claim efficiently, customers may be required to provide:
- order number;
- name and contact details used for the order;
- details of the issue;
- photographs of the product;
- photographs of the product packaging;
- photographs of the outer shipping package and shipping label, where relevant; and
- batch, lot, manufacturing, best-before or use-by information, where applicable.
GoV may request additional information where reasonably necessary to assess a claim.
For certain claims, GoV may request that the affected product and packaging be retained until the investigation is completed.
Submission of photographs or other information does not, by itself, constitute acceptance of a refund or replacement claim.
6. DAMAGED, LEAKING OR TAMPERED PRODUCTS
If a product is received damaged, leaking or apparently tampered with, the customer should:
- retain the product and packaging;
- photograph the outer shipping package;
- photograph the shipping label;
- photograph the affected product and its packaging; and
- contact GoV within 48 hours of delivery.
Following verification, GoV will provide an appropriate resolution, which may include replacement or refund.
7. INCORRECT OR MISSING PRODUCTS
If a customer receives an incorrect product or an item is missing from the order, the customer should contact GoV within 48 hours of delivery.
Following verification, GoV may:
- arrange delivery of the correct or missing product;
- replace the incorrect product; or
- provide an appropriate refund.
Where an incorrect product has been delivered, the customer should retain the product and packaging until GoV confirms whether collection or any other action is required.
8. PRODUCT QUALITY AND FOOD SAFETY CONCERNS
If a customer believes that a product is spoiled, contaminated, unsafe or otherwise unsuitable for consumption, the customer should not consume the product and should contact GoV immediately.
GoV may request photographs, batch or lot details, product information and other reasonable information required to investigate the concern.
Customers must follow the storage, handling and usage instructions stated on the product packaging.
GoV will not ordinarily be responsible for deterioration, spoilage or damage resulting from improper storage, handling or use after delivery.
This provision does not limit any rights or remedies available to consumers under applicable law.
9. VERIFICATION OF CLAIMS
All refund and replacement requests are subject to reasonable verification.
GoV may review the order, delivery information, product details, photographs, packaging, batch or lot information and other relevant circumstances before determining the appropriate resolution.
Where a claim is found to be unsupported, inconsistent with the available information, or attributable to circumstances outside GoV's responsibility, the claim may be declined.
GoV will endeavour to communicate the outcome of the review to the customer within a reasonable period.
10. REFUND PROCESS
Where a refund is approved, the refund will ordinarily be made to the original payment method used for the order.
The time taken for the refunded amount to appear in the customer's account may vary depending on the payment gateway, bank, card issuer or other payment service provider.
Once GoV has initiated the refund, any additional processing delay attributable to the relevant payment provider or financial institution will be outside GoV's control.
11. DELIVERY AND SHIPPING CHARGES
Where a refund or replacement is approved because of an error or verified issue attributable to GoV, applicable delivery or return costs will be considered as part of the resolution.
For cancellations or refunds that are not attributable to an error or issue on the part of GoV, delivery or shipping charges may be non-refundable.
12. ORDER CANCELLATION
A customer may request cancellation of an order before the order is dispatched.
Cancellation requests should be made as soon as possible after placing the order.
Once an order has been dispatched, cancellation may no longer be possible.
If an order has already been dispatched or delivered, any request will be considered under the applicable provisions of this Policy.
Where a cancellation is approved, any applicable refund will ordinarily be processed to the original payment method.
13. FAILED DELIVERY
Customers are responsible for providing complete and accurate delivery information and ensuring that the recipient is reasonably available to receive the order.
If delivery cannot be completed due to circumstances attributable to the customer, including:
- an incorrect or incomplete address;
- an incorrect or unreachable contact number;
- repeated failure to receive the order;
- refusal to accept the order; or
- other circumstances attributable to the customer,
GoV may not be able to provide a refund or replacement, particularly where the product is perishable or its quality or safety may be affected by the failed delivery.
Each such case will be reviewed based on the circumstances and applicable law.
14. PROMOTIONAL AND DISCOUNTED ORDERS
Where an order has been placed using a coupon, discount, promotional offer or other special pricing arrangement, any refund will ordinarily be calculated with reference to the actual amount paid for the affected product or order and the applicable terms of the promotional offer.
15. CUSTOMER RIGHTS
Nothing in this Policy is intended to exclude, restrict or limit any rights or remedies available to consumers under applicable law.
Where any provision of this Policy is inconsistent with a mandatory requirement of applicable law, the applicable legal requirement will prevail.
16. CHANGES TO THIS POLICY
Vaitarna Estate Private Limited reserves the right to modify or update this Policy from time to time.
The updated Policy will be published on the Website and will state the applicable effective date.
17. CONTACT US
For questions relating to cancellations, returns, refunds, replacements or product concerns, please contact:
Gardens of Vaitarna
A brand operated by Vaitarna Estate Private Limited
Email: support@gardensofvaitarna.com
Phone / WhatsApp: +91-7977642095
Registered Office / Business Address: Unit No.18, Unique Industrial Estate, Off Veer Savarkar Marg, Prabhadevi, Mumbai 400025.
Landmark – Near Siddhivinayak Temple
Please include your order number when contacting us regarding an order.
© Vaitarna Estate Private Limited. All rights reserved.