We hope that you are happy and satisfied with the taste and aroma of our products and love our products as much as we do, but if you are not happy or satisfied or thrilled with your order or purchase of our products we will ensure to assist you in the best possible way we can including cancellation or return of the ordered products in compliance with the refund policy.
1. Cancellations: The cancellation will only be initiated if we receive a request on email at firstname.lastname@example.org from you within 12 hours of placing the order or before your order has been dispatched. However, if your order has been dispatched, you will only be entitled to claim a replacement or refund if your product is found to have a manufacturing defect or is found to be unfit for use and consumption.
N.B: Orders for which the price of the products is being paid at the time of making the order are not eligible for cancellation or refund. However, such Pre-paid orders can be cancelled or modified subject to issuance of a credit voucher equivalent to the amount of order you wish to cancel or modify so as to enable you to use against future orders.
2. Refund and Replacement
2.1 Products returned by you after delivery because of a manufacturing defect or which is unfit for use or consumption at the time of delivery will be refunded in full, including a standard delivery cost incurred by you in returning the item to us. We shall not refund opened or used product if the same is not a manufacturing defect. All refunds will be initiated through online Bank transfer.
2.2 If you receive products which you claim are incorrect or defective then you should contact us by email at email@example.com within 24 hours of delivery of the products to report these claims and arrange a return and refund. Upon receiving your email, we will provide you with a return confirmation mail on your “Return Request” and upon receiving such email you should return the products to our Return Address. You will be responsible for the costs of returning the products, to and fro, except for products which are returned due to manufacturing defect or which is unfit for use or consumption at the time of delivery, ensuring the safe delivery of the products to the Returns Address.
2.3 If you have returned products for any manufacturing defect or claiming the product to be incorrect, we will examine the returned products on receipt. If we find that the Goods returned by you are not incorrect, defective or damaged in transit we will notify you in writing within a reasonable period of time and offer to redeliver the products to you. If you accept redelivery, you will be liable for the cost of redelivering the products except for products returned due to manufacturing defect or which is unfit for use or consumption at the time of delivery. If the products returned by you are found to be have a manufacturing defect or damaged in transit, you have option to either have the products replaced at no additional charge (subject to availability); or to receive a full refund of the original purchase price along with all delivery charges paid.
2.4 If we receive no communication from you within 24 hours of delivery regarding any problems with the products, you are deemed to have received the products in good condition and with no problems.
Shipping address for return products:
Dong Valley Creations Private Limited Plot No. 418, Mamani Devi Path, Ahomgaon, Village Gog, Garchuk, Guwahati 781035 India
Internal quality checks would be conducted by us with respect to products returned due to manufacturing defect or which is unfit for use or consumption at the time of delivery. Proofs with images/photographs should be shared immediately for any refund request, which will be verified by our Customer Service team and they will notify you once the refund request has been approved.
If your refund has been approved, it shall be processed within 5 business days after approval from our end. If in case you don’t get your refund within the stipulated time, please contact us immediately.
All refunds will be processed through the original mode of payment only
We are not liable for any refund if the request is initiated by you beyond 24 hours of delivery and/or if you fail to produce necessary proofs with images/photos.
If any products are sold on Sale or discount, you shall not be entitled to any exchange, refund and the refund policy would not be applicable for products sold on sale or discount. Return and Refund policy is applicable only for regular priced products.Exchange of Products Exchange of products ordered or purchased is acceptable only for products returned due to manufacturing defect or which is unfit for use or consumption at the time of delivery. In such cases, you are requested to comply with Clauses 2.1 and 2.2 above.