At Virago Farms, we are committed to your satisfaction. This policy outlines when and how refunds are provided for our dairy delivery services.
1. Eligibility for Refund
You are eligible for a refund or credit in the following situations:
- Non-delivery: If your ordered product was not delivered on the scheduled date.
- Wrong product: If you received a product different from what you ordered.
- Damaged/Spoiled product: If the product delivered was damaged, sour, or unfit for consumption at the time of delivery.
- Short quantity: If the quantity delivered was less than what you ordered.
- Payment failure: If your payment was deducted but the order was not placed successfully.
2. How to Raise a Refund Request
- Report the issue within 4 hours of the scheduled delivery time.
- Contact us via the app's support section, WhatsApp, or email.
- Provide your order ID and a brief description of the issue.
- Photos of damaged products may be requested to process the claim.
3. Refund Methods
- Wallet Credit: Refunds are processed to your Virago Farms wallet within 24 hours. This is the default and fastest method.
- Original Payment Method: Refunds to your bank/UPI account are processed within 5-7 business days, subject to payment gateway processing times.
4. Subscription Cancellation Refunds
- If you cancel a subscription, no refund is provided for deliveries already made.
- Any unused wallet balance remains in your wallet and can be used for future orders.
- Wallet balance is non-transferable and non-cashable except in case of account closure.
- In case of account closure, remaining wallet balance above ₹50 will be refunded within 7-10 business days.
5. Non-Refundable Cases
Refunds will not be provided for:
- Change of mind after successful delivery
- Issues reported more than 4 hours after delivery
- Products consumed before reporting the issue
- Delivery failure due to incorrect address provided by the customer
- Customer unavailability during delivery window (repeated incidents)