How ordering, delivery and returns work.

Last updated 11 September 2026

1. 01

   Placing an order

   Every Order button on this website opens WhatsApp with a message already written. A button beside a size names the product, the size and its price. Any other button lists what is available, so you can edit the message before you send it. Each message ends with a space for your delivery pin code. You can also order by calling or messaging +91 7779042452, or by emailing support@snehprabhafoods.com.

2. 02

   Order confirmation

   We reply to confirm the products, quantities, total price including any delivery charge, delivery address and estimated delivery date. Your order is confirmed once we have sent this confirmation and received your payment, unless we have agreed otherwise in writing. Please check the details carefully, because we dispatch to the address you confirm.

3. 03

   Payment

   We share the available payment options when we confirm your order. We will never ask for your card number, CVV, UPI PIN, OTP or banking password, and we will never ask you to pay into an account that has not been shared from our official number or email address.

4. 04

   Where we deliver

   We deliver within India, to pin codes served by our delivery partners. If we cannot deliver to your pin code, we will tell you before you pay. For deliveries outside India, or for large orders, contact us and we will tell you what is possible.

5. 05

   Dispatch and delivery times

   We share an estimated dispatch and delivery date when we confirm your order. Delivery times depend on your location and our delivery partners, so they are estimates rather than guarantees, and deliveries can be held up by weather, courier delays or other conditions outside our control.

6. 06

   Delivery charges

   Any delivery charge depends on your location and the size of your order, and is included in the total we confirm with you before you pay.

7. 07

   Receiving your order

   Please check that the outer package is sealed and undamaged when it arrives. If it is visibly damaged, you may refuse it, or note the damage with the delivery person, and let us know straight away. We suggest recording a short video while you open your package, because it helps us resolve any problem quickly.

8. 08

   Damaged, leaking or incorrect items

   Ghee travels in glass, and we pack every jar to protect it on the way. If your order arrives damaged, leaking, incomplete or incorrect, message us within 48 hours of delivery with:

   • your name and the phone number you ordered from;
   • photographs or a video of the product and its packaging; and
   • the batch number printed on the label.

   Once we have verified the problem, we will send a replacement or refund the affected item, whichever we consider appropriate.

9. 09

   Returns

   Because our products are food, we cannot accept the return of any product that has been opened, used or stored by the customer, for reasons of hygiene and safety. Unopened products cannot be returned because of a change of mind. None of this affects your rights where a product is damaged, defective or not what you ordered.

10. 10

    Quality concerns

    If something seems wrong with the ghee itself, such as an unusual smell or appearance, stop using it and message us with the batch number, packed date and expiry date from the label, along with a photograph. We will look into it with the manufacturer and come back to you. Where a quality problem is confirmed, we will replace the product or refund you.

11. 11

    Cancellations

    You can cancel an order at no cost before it is dispatched, by messaging us in the same WhatsApp conversation. Once an order has been dispatched, it cannot be cancelled. We may cancel an order if a product is unavailable, if we cannot deliver to your address or if payment is not received, and we will refund anything you have already paid.

12. 12

    Refunds

    Approved refunds are made to the original payment method, or to a bank account or UPI ID you share with us, within 7 working days of approval. How long the money takes to reach your account depends on your bank or payment provider. Delivery charges are refunded when the refund is due to our error or a damaged delivery.

13. 13

    Failed or refused deliveries

    If a delivery fails because the address was incorrect or incomplete, because nobody was available to receive it, or because the package was refused without a valid reason, we may charge for re-delivery. If the package comes back to us, we refund the order value less the delivery and return charges.

14. 14

    Handling and storage

    Once your order arrives, keep the lid tightly closed after every use, use a clean and dry spoon, and store the jar in a cool, dry place away from direct sunlight. Ghee can set solid, turn grainy or look slightly different in colour as the temperature changes. This is natural and is not a defect.

15. 15

    Corporate, gifting and bulk orders

    Corporate gifting, bulk and trade orders are quoted separately and may need some lead time. Pricing, delivery, payment and cancellation terms for these orders are agreed in writing, and those written terms apply where they differ from this policy. Ask us about an order like this.

16. 16

    Contact

    For anything about an order, message or call +91 7779042452, or email support@snehprabhafoods.com. Our Grievance Officer can be reached at the same email address. We acknowledge complaints within 48 hours and aim to resolve them within one month. These policies sit alongside our Terms & Conditions.