5.1 Scope

This Return, Cancellation and Refund Policy applies to purchases made from Mango Dairy through our Platform, official customer care channels, subscriptions, or other official ordering methods.

Because dairy and food products are perishable, returns are limited and are accepted only in the circumstances described below.

5.2 Order Cancellation by Customer

You may cancel an order before the applicable cut-off time shown on the Platform or communicated by customer care.

For same-day, next-day, early morning, customized, bulk, or subscription deliveries, cancellation may not be possible once the order has been packed, dispatched, assigned to route, or prepared specifically for you.

If cancellation is accepted before processing or dispatch, any eligible refund will be processed according to this Policy.

5.3 Subscription Cancellation or Pause

Subscription orders may be paused, modified, or cancelled before the applicable cut-off time. Requests received after the cut-off time may apply only from the next eligible delivery cycle.

Unused prepaid subscription balance, if any, may be refunded, adjusted, or retained as wallet credit depending on the subscription terms communicated at the time of purchase.

5.4 Cancellation by Mango Dairy

We may cancel an order fully or partially if:

• the product is unavailable;

• the delivery location is not serviceable;

• payment is unsuccessful or disputed;

• the order appears fraudulent, abusive, or commercially unreasonable;

• there is a pricing, listing, or technical error;

• delivery cannot be completed due to circumstances beyond our control;

• legal or regulatory restrictions apply;

• product quality or safety may be affected.

If we cancel a prepaid order, we will refund the eligible amount to the original payment method or issue wallet credit, as applicable.

5.5 Returns

Due to the perishable nature of dairy products, we do not accept returns merely because of change of mind, incorrect order placed by customer, taste preference, delayed collection after delivery, improper storage after delivery, or consumption after expiry/use-by date.

A return, replacement, or refund may be considered only if:

• the product delivered is damaged, leaking, or tampered at the time of delivery;

• the product is spoiled at the time of delivery;

• the product is past expiry/use-by date at the time of delivery;

• the wrong product was delivered;

• items are missing from the order;

• the quantity delivered is incorrect;

• the product materially does not match the confirmed order or mandatory product information;

• delivery delay directly affects product quality or safety.

5.6 Reporting Window

For milk and fresh dairy products, complaints must be raised within [6/12/24] hours of delivery. For other packaged dairy products, complaints must be raised within [24/48] hours of delivery or before opening/consumption, whichever is earlier.

Requests raised after the applicable window may be declined unless required by law or unless the issue could not reasonably have been discovered earlier.

5.7 Evidence Required

To evaluate a return, replacement, or refund request, we may ask for:

• order ID or registered mobile number;

• clear photographs or video of the product, packaging, batch number, expiry/use-by date, and issue;

• description of the issue;

• proof of delivery timing;

• preservation of the product and packaging until the complaint is resolved, where practical.

Failure to provide reasonable evidence may limit our ability to approve the request.

5.8 Resolution Options

Depending on the issue, product condition, evidence, and availability, Mango Dairy may offer one or more of the following resolutions:

• replacement of the affected product;

• refund for the affected item;

• partial refund;

• wallet credit;

• adjustment in the next subscription delivery;

• re-delivery of missing items;

• rejection of the claim with reasons.

The resolution will be determined after verification by our customer care or quality team.

5.9 Refund Timelines

Approved refunds will be initiated within [3-7 business days] from approval. The time taken for the amount to reflect in your account may depend on the payment method, bank, wallet provider, card network, UPI provider, or payment gateway.

Refunds are usually processed to the original payment method. In some cases, we may issue wallet credit or subscription adjustment with your consent or according to the applicable subscription terms.

5.10 Non-Refundable Charges

Delivery charges, packaging charges, convenience fees, payment gateway charges, or other service charges may be non-refundable unless the refund is due to an issue attributable to Mango Dairy or unless required by applicable law.

5.11 No Cancellation Charges Unless Applicable

Mango Dairy will not impose cancellation charges on customer cancellations unless such charges are disclosed and are also applicable in corresponding circumstances where Mango Dairy cancels an order, to the extent required by applicable law.

5.12 Refused or Failed Deliveries

Refunds may not be provided where delivery fails because of incorrect address, customer unavailability, refusal to accept order, phone unreachability, denial of entry by society/security, unsafe delivery conditions, or failure to collect a contactless delivery from the agreed location.

For prepaid orders, Mango Dairy may deduct delivery, handling, product, or wastage costs where permitted by law and where the failure is not attributable to Mango Dairy.

5.13 Bulk and Custom Orders

Bulk, corporate, customized, event, institutional, or B2B orders may have separate cancellation and refund terms. Such orders may be non-cancellable after procurement, production, packing, or dispatch has begun.

5.14 How to Request Cancellation, Return, Replacement, or Refund

Contact customer care with your order details:

Customer Care: [Phone Number] / [Email Address]

WhatsApp: [WhatsApp Number]

Working hours: Monday to Friday – 9:00 AM to 6:00 PM

Please include your order ID, registered mobile number, delivery address, issue description, and supporting photographs/videos where applicable.

5.15 Grievance Escalation

Grievance Officer: Gaurav Chaudhary

Email: mangodairies2026@gmail.com

Address: Khasra Number 29, Village Tanda Vijaisi, Mustakil, P.O. Neoria, Tehsil Amaria, Pilibhit, Pilibhit, Uttar Pradesh, India, 262305