Refund policy

Naturacha – Returns & Refund Policy (Perishable Food Products)

1. General Principle

Naturacha is a curated marketplace that makes available only those products and brands that have passed our strict, independent quality‑check process. While we host a variety of third‑party food items (honey, saffron, zeera, etc.), the return policy below applies to every purchase made through the Naturacha platform. We act as the intermediary between you and the vetted supplier, ensuring that every item meets our high standards for purity, safety, and sustainability. Because the goods are perishable, natural foods, returns are accepted only under the limited circumstances outlined below:

2. When a Return Is Accepted

Situation	What You Must Do	Timeframe
Damaged or broken packaging (cracked jar, torn pouch, leaking container)	Take clear photos of the damage. Email support@naturacha.com with Order # and photos.	Within 24 hours of delivery.
Incorrect item shipped (wrong product, wrong size/weight)	Include a photo of the received item and the packing slip.	Within 24 hours of delivery.
Expired product (manufacturing/expiry date past at receipt)	Photograph the label showing the expiry date. Email support with Order #.	Within 24 hours of delivery.

If any of the above conditions are met, we will arrange a pre‑paid return shipment (courier label sent to you) and issue a full refund or a replacement, whichever you prefer.

3. When a Return Is Not Accepted

• Change of mind, taste preference, or ordering the wrong variant after the order is confirmed.
• Products that have been opened, partially used, or repackaged.
• Returns initiated after the 24‑hour window.

In these cases we cannot accept the return for health and safety reasons.

4. Refund Process

Verification – Once we receive the returned package (or confirm the damage via photos), our quality team validates the claim.
Refund Issuance – Approved refunds are processed to the original payment method within 10‑15 business days.
Notification – You will receive an email confirming the refund amount and the expected credit date.
If you chose a replacement instead of a refund, the new item will be dispatched as soon as the returned item is received and inspected.

5. Shipping Costs
Defective / Wrong / Expired items – We cover all return shipping costs (courier prepaid label).
All other cases – Return shipping is the responsibility of the customer and will not be reimbursed.

6. How to Initiate a Return
Locate your Order Number in the confirmation email or in your account. Send an email to support@naturacha.com with: Order Number, Reason for return (damage, wrong item, expired), Photos (as described above).
Our support team will reply within 24 hours with a return‑label (if applicable) and further instructions.

7. Exceptions & Special Cases
Bulk / Wholesale orders – May have a separate return agreement; please contact support@naturacha.com.
Promotional or discounted items – Return policy remains the same; refunds will be issued for the amount actually paid.

8. Contact Information
Email: support@naturacha.com
Phone (India): +919419088668 (Mon‑Fri, 9 am‑6 pm IST)
Address: Naturacha , Gate No 106, Baghi Islam, Sopore, J&K 193201, India

9. Policy Updates
We review this policy periodically. Any changes will be posted on our website and will apply only to orders placed after the update date.

Thank you for choosing Naturacha. We appreciate your trust in our natural, perishable products and are committed to ensuring a safe, transparent shopping experience.