Cancellation, Return & Refund Policy

Last updated: October 2026

Nothing in this policy limits any right or remedy available to you under the Consumer Protection Act, 2019 or the Food Safety and Standards Act, 2006.

Our products

Paavni supplies two categories of products, and different rules apply to each.

Category A — Perishable / Farm-Fresh Products: Milk, paneer, curd, and other fresh dairy products.

Category B — Shelf-Stable Products: Ghee (cow ghee, bilona ghee) and other non-perishable products.

Cancellations

Subscription deliveries

You may pause, modify or cancel your subscription at any time through the Paavni app or by contacting our team on WhatsApp (9031025724). Changes requested before the applicable cut-off time for your delivery slot will take effect from the next delivery. Changes after the cut-off will take effect from the following delivery.

One-time orders

You may cancel a one-time order before it is packed or dispatched. Once packing or dispatch has begun, cancellation may not be possible for perishable products due to their nature.

If Paavni cancels your order

If we cancel an order for which you have already paid, we will refund the eligible customer-paid amount in full in accordance with the Refunds section below.

Returns

Category A — Perishable / Farm-Fresh Products

Farm-fresh products are ordinarily non-returnable once successfully delivered. We cannot accept returns for:

Change of mind or taste preference
Product already opened or partially consumed
Spoilage caused by delayed refrigeration, incorrect storage or temperature abuse after delivery
Deterioration occurring after the product’s advised shelf life or use period

Quality complaints for fresh products

If your product was spoiled, defective, leaking, contaminated, incorrect or otherwise not as described at the time of delivery, please contact us as soon as possible and preferably on the day of delivery.

To help us investigate your complaint, please provide:

Your order details and delivery date
Product name and pack details
A photograph or short video of the issue
The approximate delivery time and how the product was stored after delivery

We will assess your complaint promptly. For verified quality issues, we will offer a replacement, a credit to your wallet, or a refund, at our discretion and subject to your statutory rights.

Note: Natural spoilage of milk occurring after delivery due to delayed refrigeration, improper storage, contamination after opening or storage beyond the advised period does not ordinarily qualify for refund or replacement. However, reporting a concern promptly allows us to investigate properly and respond fairly.

Category B — Shelf-Stable Products (e.g. Ghee)

You may request a return of an unopened and unused shelf-stable product within 7 calendar days of delivery, provided:

The original seal is fully intact
Packaging is undamaged
The product has not been used
The product is in its original saleable condition

Opened food products are ordinarily not accepted for change-of-mind return for food-safety reasons.

Where a product delivered by Paavni is defective, damaged, leaking, incorrect or otherwise legally deficient, Paavni will bear the return cost and provide a replacement or refund.

For discretionary change-of-mind returns within 7 days, any return logistics cost will be communicated to you clearly before you confirm the return.

Refunds

Payment method

All payments at Paavni are processed through our payment gateway. We do not accept or process cash payments or informal transfers. Payments made through any method not approved by Paavni management will not be credited to any account.

Your Paavni wallet

Your Paavni wallet contains two separate components:

Customer-funded balance: Money you recharged through the payment gateway. This is your money and remains available for use against your orders.
Promotional cashback: Credits applied under specific promotional offers. Promotional cashback is not cash and cannot be withdrawn, transferred to another account, or exchanged for money. Promotional cashback earned on a transaction that is subsequently refunded may be reversed.

Refund to original payment method

Where a refund is approved, Paavni will return the eligible customer-funded amount to your original payment method (the UPI, card or payment instrument used for the original payment). We do not issue cash refunds.

Unused wallet balance on account closure

If you close or discontinue your Paavni account and have an unused customer-funded wallet balance, you may request a refund of that balance to your original payment method, subject to identity verification. Promotional cashback balance is not refundable on account closure.

Refund timeline

Once a refund has been approved by Paavni, we will initiate the refund within 7 working days. The time taken for the amount to appear in your bank or payment account after initiation depends on your bank or payment service provider and is outside our control.

Food safety complaints

If you have a concern about food safety — including suspected contamination, foreign material, packaging integrity, or an unsafe product — please contact us immediately:

WhatsApp: 9031025724
Email: info@paavniorganic.com

We take food safety complaints seriously, investigate promptly, and retain relevant records including batch information, production dates and delivery records for traceability. Nothing in this policy prevents you from reporting a food safety concern to FSSAI or any other regulatory authority.

Consumer rights

Nothing in this policy limits any right or remedy available to a consumer under the Consumer Protection Act, 2019, the Food Safety and Standards Act, 2006, or any other applicable Indian law.

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