Refund policy
The short version
We do not give refunds. If what arrives is broken, leaking, or not what you ordered, we send a replacement at our cost. To process a replacement we need one thing from you: a single, unedited video of the parcel being unboxed, from the sealed package to the product in your hands. Without that video we cannot process the claim.
Why we ask for a video
A jar that breaks in transit is the courier's responsibility, and the courier will only settle a claim against evidence that the parcel was damaged before it was opened. A continuous unboxing video is the only record that shows that. Photographs taken after the fact do not, and neither does a video that starts once the box is already open. Film every parcel before you open it — it takes a minute, and it is the one thing that lets us say yes quickly.
What the video has to show
- The parcel before it is opened: the shipping label, our tape and seal, and the condition of the outer box, all clearly in frame.
- The box being opened and everything taken out, in one continuous take. No cuts, no pauses, no editing.
- The damage, the leak, or the wrong item, close up, with the product label and batch code readable.
Phone footage is fine. If the file is too large to email, send it over WhatsApp or a drive link to the same address.
Broken or leaking on arrival
Write to contact@himdhara.co.in within 48 hours of delivery with your order number and the unboxing video. We dispatch a replacement at our cost. We do not ask you to send the broken jar back, but keep the jar and the packaging until we have confirmed the replacement.
Wrong item, or something missing
Same process, same 48 hours: your order number and the unboxing video showing the parcel opened and exactly what it contained. We ship what you ordered at our cost and arrange collection of anything sent in error, provided it is still sealed.
What we cannot do
- Refund an order once it has shipped, for any reason.
- Accept a return or exchange on a change of mind, including sealed and unopened jars.
- Swap a replacement for a different product, a different size, or store credit. A replacement is the same item you ordered.
- Process a claim raised after 48 hours of delivery, or one without a continuous unboxing video.
A jar you have opened
We cannot resell opened food, so an opened jar is not returnable. If there is a genuine problem with what is inside it — an off smell, mould, a foreign body, anything that does not look right — that is a different matter. Write to us with the batch code from the label, photographs, and your unboxing video if you have one. We keep a retained sample and the lab report for every batch, and we check your jar against them. If the batch is at fault we replace the jar. That is the only remedy; we do not refund.
Things that are not defects
Ghee turns liquid above roughly 30 °C and grainy below it. Honey crystallises. Colour, grain and aroma shift from batch to batch because the forage does. Stone-ground spice is not uniform. None of these mean anything is wrong, none of them qualify for a replacement, and our FAQ explains each one.
Gift cards
Gift cards are not refundable, cannot be exchanged for cash, and do not expire.
Subscriptions
Pause, skip or cancel from your account at any time. A cancellation applies to deliveries not yet dispatched; a subscription charge for an order that has already gone out is not refunded. If a subscription delivery arrives broken or wrong, it is replaced under this policy like any other order.
The one time money goes back
If we cannot ship an order — it is out of stock between batches, your pin code is not serviceable, a price was listed in error, or we decline the order — nothing has left us and we refund in full. That goes back to the original payment method; we raise it within 2 working days and banks then take 5 to 7 working days to show it. For cash on delivery nothing was taken, so there is nothing to return.
Talk to us
Himdhara · Uttarakhand, India
FSSAI licence 22626041000050
contact@himdhara.co.in