1. Eligible Refund / Replacement Cases

• Product received is damaged, leaking, or broken.
• Wrong product delivered (e.g. cow ghee sent instead of buffalo).
• Product is expired or visibly spoiled on arrival.
• Order not delivered within 14 business days of dispatch confirmation.

2. Non-Refundable Cases

• Change of mind after the order has been dispatched.
• Product has been used or partially consumed (unless quality issue).
• Incorrect delivery address provided by the customer.
• Minor variation in ghee colour or texture — this is natural and expected in handmade products.

3. How to Raise a Request

1. Contact us within 48 hours of delivery at order.pavanam@gmail.com.
2. Share your order ID and a clear photo or short video of the issue with the product and its packaging.
3. Our team will review and respond within 24 hours.

4. Replacement vs. Refund

We will offer a free replacement as the first resolution. If a replacement is not feasible (e.g. out of stock), a full refund will be issued.

5. Refund Process & Timeline

• Approved refunds are processed within 3–5 business days.
• Refunds are credited to the original payment method (UPI, card, or bank account).
• Bank processing time may add an additional 2–3 business days depending on your bank.

6. Returns & Shipping

In most damage or quality cases, we do not require the product to be returned. If we do request a return, we will arrange and bear the cost of the return pickup.

7. Contact Us