Refund policy

Refund & Return Policy

At AD Organics, your satisfaction is important to us. We stand behind the quality of our products and aim to resolve return and refund concerns quickly and fairly.

This Refund & Return Policy explains when you may return a product, how to request a return, and how refunds, replacements, and cancellations are handled.

1. Return Window

You may request a return within 7 days from the date your order is marked as delivered by our logistics partner.

Return or refund requests made after 7 days from delivery will generally not be accepted, except where a product quality or safety concern is identified after use.

Please contact us within the 7-day return period to initiate your request.

2. Eligible Reasons for Return

We accept returns in the following situations:

Damaged or Defective Products

You may request a return if:

The product arrived physically damaged, such as broken packaging, cracked containers, or leaking seals.
The product has a quality issue identified upon opening, such as an unusual odour, texture, or appearance that is inconsistent with the product description.
The product's expiry date has passed or is fewer than 30 days from the delivery date.

For damaged or defective product claims, please provide a clear photo or short video of the product and its packaging when submitting your return request.

Wrong or Incomplete Item Delivered

You may request a return if:

You received a product different from what you ordered, including the wrong SKU, flavour, size, or brand.
One or more items are missing from your confirmed order.

Please provide a photo of the item received along with your order confirmation details.

Unopened & Unused Products

You may return an eligible product that is:

Unopened and unused.
In its original sealed packaging.
In its original condition with all labels, tags, seals, and packaging intact.
Returned within 7 days of delivery.

Change-of-mind returns are subject to return shipping charges.

3. Non-Returnable Items

Due to the nature of our products and applicable food-safety requirements, the following items cannot be returned or refunded:

Opened food and grocery products — once the seal has been broken, these products cannot be returned for hygiene and safety reasons.
Sale and discounted items — products purchased during promotional sales, clearance events, or using special discount codes are final sale.
Free gifts and promotional items — complimentary items cannot be returned or exchanged separately.

If you are unsure whether your product is eligible for a return, please contact us before sending it back.

4. How to Request a Return

To initiate a return:

Contact our support team within 7 days of delivery.
Email us with the subject line: “Return Request — Order #[Your Order Number]”.
Include your:
- Full name
- Order number
- Item(s) you wish to return
- Reason for the return
- Supporting photos or videos, where required
Our team will review your request and respond within 48 business hours with the decision and next steps.
If your return is approved, we will either arrange a pickup for AD Organics-paid returns or provide the return address for customer-paid returns.
Please pack the product securely in its original packaging.
Once the returned product is received and inspected, your refund will be processed according to the applicable refund timeline.

To Help Us Process Your Request Faster

Please keep the following ready:

Your order number
Photos or videos of the product and packaging
A clear description of the reason for your return

5. Return Shipping Charges

Who pays for return shipping depends on the reason for the return:

Return Reason	Return Shipping
Damaged or defective product	AD Organics will arrange free pickup
Wrong item delivered	AD Organics will arrange free pickup
Unopened product — change of mind	Customer pays return shipping

For customer-paid returns, we recommend using a trackable shipping service. AD Organics is not responsible for items lost or damaged during return transit when they are sent without tracking.

6. Refunds & Refund Timelines

Once we receive and inspect your returned product, we will notify you by email regarding the outcome.

If your refund is approved, it will generally be processed as follows:

Payment Method	Refund Method	Estimated Timeline
Credit / Debit Card	Reversed to original card	5–7 business days
UPI / Net Banking	Reversed to source account	3–5 business days
Digital Wallets (Paytm, PhonePe, etc.)	Reversed to wallet	2–3 business days
Cash on Delivery (COD)	Bank transfer via NEFT/IMPS	5–7 business days*
Store Credit / Coupon Credit	Credit added to your account	Within 24 hours

* For COD refunds via bank transfer, you will need to provide your bank account details, including your account number and IFSC code. Refund timelines may vary depending on your bank.

Please note that payment gateway processing times are outside our control and may occasionally take longer. If your refund has not arrived after the estimated timeline, please contact your bank or payment provider first and then contact us.

7. Exchanges & Replacements

If you receive a damaged, defective, or wrong item, you may choose a replacement instead of a refund, subject to stock availability.

Replacement orders are dispatched within 3–5 business days after the original item is picked up or returned.
We will notify you by email once your replacement has been shipped and provide tracking details.
If the ordered product is out of stock, we will offer you a full refund or store credit instead.

For change-of-mind returns, we currently do not offer direct exchanges. You may return the eligible product and place a new order for the product you prefer.

8. Order Cancellations

Cancellation by Customer

Orders can be cancelled free of charge before they are dispatched from our warehouse.
To request a cancellation, email us with your order number as soon as possible.
Once an order has been dispatched, it cannot be cancelled. You may initiate a return after delivery instead.
For prepaid orders cancelled before dispatch, a full refund will be issued to the original payment method within 5–7 business days.

Cancellation by AD Organics

We reserve the right to cancel an order if:

A product is found to be out of stock.
There is a pricing error.
We detect fraudulent activity.

If we cancel your order, you will be notified and a full refund will be processed.

9. Partial Refunds

In certain situations, a partial refund may be provided instead of a full refund.

For example, if only part of a multi-item order is damaged or incorrect, we may issue a partial refund for the affected item(s).

We will communicate the applicable partial refund amount and seek your agreement before processing it.

10. Consumer Rights Under Indian Law

This policy is in addition to, and does not limit, your statutory rights under applicable Indian law, including:

Consumer Protection Act, 2019, which provides rights relating to unfair trade practices, defective goods, and deficient services.
Food Safety and Standards Act, 2006 (FSSAI), which governs the quality and labelling of food products.
Legal Metrology Act, 2009, which provides requirements relating to accurate weights and measurements on packaged products.

If you believe your consumer rights have been violated and we are unable to resolve your concern, the policy document provides information for approaching the National Consumer Helpline and Consumer Court portal.

11. Contact Us

Returns & Refund Support

Email: admin@adorganics.in
Subject: “Return Request — Order #[Your Order Number]”
Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST

We aim to respond to return and refund queries within 48 business hours.

When contacting us, please have your order number and photos of the product ready so that we can help resolve your concern as quickly as possible.

Thank you for trusting AD Organics. We aim to handle every return and refund fairly, quickly, and with care.

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