Refund policy

COWBERRY (an FSSAI-licensed food e-commerce brand) is committed to transparency, fairness, and customer trust.

This Policy defines how returns, replacements, cancellations, and refunds are handled when you shop with us at www.COWBERRY.com (“Website,” “Site”).

It complies with the Consumer Protection Act, 2019, E-Commerce Rules, 2020, and standard industry practices.

By shopping with us, you agree to the following terms.

1. Product Availability & Substitutions

  • Sold Out: If an item becomes unavailable after purchase, we’ll inform you and refund its value in full.
  • Substitute Option: You may opt to receive a similar substitute. Substitution is optional — if declined, the unavailable item will simply be refunded.

2. Cancellations by Customer

  • Before Dispatch: You can cancel your order anytime before it’s shipped — either directly via the “My Orders” section on the Website/App or by contacting Customer Care.
  • After Dispatch: Once dispatched, cancellation isn’t possible, but you may initiate a return after delivery under applicable return rules.
  • Refunds on Cancellation:
    • For prepaid orders, you’ll receive a full refund to your original payment method or COWBERRY Wallet.
    • For COD orders, no fee applies.
    • If cancellation happens after dispatch or you decline delivery, standard shipping charges (if any) may be deducted from your refund.
  • No Cancellation Fees: COWBERRY never charges unjust cancellation fees.

3. Cancellations by COWBERRY

COWBERRY reserves the right to cancel an order before delivery in cases of:

  • Product unavailability,
  • Delivery area limitations,
  • Payment verification failure, or
  • Fraud or abuse suspicion.

In such cases, you’ll be promptly notified and issued a full refund — no penalties or deductions.

4. Inspection at Delivery

  • Please inspect the package upon delivery. If the outer box looks tampered, damaged, or opened, inform the delivery person immediately and return the products on SPOT.
  • You can also note the issue on the delivery receipt.

If you later find damage or spoilage, report it within 12 hours (and no later than 24 hours) with clear photos via our Website, App, or Customer Care. Quick reporting helps us resolve your issue faster and fairly.

5. Spot Returns (Fresh & Perishable Items)

We follow a spot return policy for perishables such as fruits, vegetables, dairy, and bakery items.

If the product is spoiled, damaged, or incorrect at the time of delivery, you can:

  • Return it immediately to the delivery person, and
  • Choose instant refund or replacement on the spot.
  • No fees or deductions apply. We’ll handle all logistics.

Once a fresh or perishable item has been received and accepted, we are unable to facilitate return, refund, or replacement due to its limited shelf life and food safety regulations.

We therefore encourage you to check your items carefully upon delivery to ensure they meet your expectations.

6. Returns After Delivery (Within 24 Hours)

For non-perishable or shelf-stable products (like pulses, rice, oils, snacks, etc.):

  • Returns are accepted within 24 hours of delivery.
  • The item must be unused, unopened, and inoriginal packaging.
  • Returns apply only for items that are damaged, defective, expired, or wrong.
  • Minimum 85% of the product quantity must remain for verification.

Once verified, you can opt for replacement or refund (to the original payment method or COWBERRY Wallet).

7. Refund Process

  • Refund Methods: Refunds are made to the original payment method (UPI, card, net banking, etc.) or to your COWBERRY Wallet as per your preference.
  • Refund Timeline: All approved refunds are processed within 7–10 business days of confirmation. Bank or gateway delays may add 2–3 days.
  • No Hidden Fees: No restocking, handling, or cancellation fees are deducted.
  • Refund Confirmation: You’ll receive an SMS/email once your refund is processed. If not received within 10 days, please contact our team for assistance.

8. Non-Returnable & Special Categories

Some categories are non-returnable due to hygiene or food safety reasons:

Category Returnable? Conditions
Fresh Produce (fruits, vegetables) ❌ Only if spoiled/wrong at delivery.
Dairy & Bakery ❌ Return at delivery if spoiled or wrong.
Staples (rice, pulses, oils, etc.) ⚠️ Only if damaged at Delivery or for a wrong item (unopened) within 24 hours.
Packaged Foods & Snacks ✅ Within 24 hours if expired or wrong.
Personal Care / Hygiene ❌ Unopened and/or wrong items only within 24 hours if defective.
Beverages (non-alcoholic) ✅ Unopened within 24 hours if defective/expired.
Gift Cards, Vouchers, Downloads ❌ Non-returnable once issued.
Final Sale Items ❌ Non-returnable.

 

Exception: Any item proven defective, damaged, or incorrect is always eligible for refund or replacement after Inspection on SPOT at Delivery. For all items delivered wrong and unopened can be replaced, returned if notified by you to COWBERRY within 24 hours after delivery.

9. Customer Support & Grievance Redressal

  • Email:customercare@cowberry.com

  • Phone/WhatsApp:180012128000 [Toll Free] (10 AM – 6 PM, Mon–Sat)

  • Online:“Help & Support” section on Website/App

Grievance:

    • Email:  grievance@cowberry.com
    • Phone:  180012128000 [Toll Free] (10 AM – 6 PM, Mon–Sat)
    • Address:   Block No. 530, Vill. Umbhel, Hari Pura Patiya, NH-48, Surat, Gujarat-394325, INDIA

Our Grievance Officer will acknowledge your complaint within 48 hours and aim to resolve it within one month of receipt, as required by law.

10. Legal Compliance

COWBERRY’s policies strictly comply with:

  • Consumer Protection Act, 2019
  • Consumer Protection (E-Commerce) Rules, 2020

We do not enforce unfair “no-refund/no-return” terms, process all refunds within legal timelines, and uphold your rights as a valued customer.

11. Policy Updates

We may revise this Policy from time to time.

Any updates will:

  • Apply only to future transactions, and
  • Be clearly communicated on our Website
  • At COWBERRY, every grain, every promise, and every policy is rooted in fairness.We’re here to ensure your experience stays as wholesome and trustworthy as the food we deliver.