Food does not come back to us once it has left. Cancel before it ships and you get every rupee back; if it arrives damaged we replace it against your unboxing video.
Last updated 17 October 2026 · Operated by Desi By Nature, Pune, Maharashtra, India · FSSAI Lic. No. 11525079000402.
Once a food parcel has left our hands we have no way of knowing how it was stored, how warm the room was, or whether the seal was broken and re-closed. A jar that comes back cannot be sold to anyone else and cannot honestly be certified as safe, so it is destroyed either way.
So: we do not accept returns of food once an order has shipped, and we do not refund it. That is the rule for every product on this site. It is the standard practice for packaged food in India and it is the same reason a shop will not take back an opened packet.
What we do instead is replace anything that reached you damaged, and we do that free, including the shipping. The section below sets out exactly what we need to see.
You can cancel any time before the courier picks the parcel up — usually within 24 hours of placing the order. WhatsApp +91-9112345165 or email us with your order code and we refund in full, to the original payment method, the same day.
On a part-paid Cash on Delivery order, the advance you paid online is refundable in the same way right up to dispatch.
After dispatch an order cannot be cancelled for a refund. If you refuse the delivery at your door, the parcel comes back to us and we will send it out again; we cannot refund it. On a part-paid Cash on Delivery order you can instead have your advance back, less the courier charges both ways and the COD handling fee (see our shipping policy).
Record a video while you open the parcel. Start before you cut the tape, show the shipping label and every side of the box, then open it and show each item — in one continuous, unedited video.
Send it to care@desibynature.in or on WhatsApp to +91-9112345165 within 24 hours of delivery, with your order code. We arrange a replacement within 7 working days of seeing it, we pay the shipping charges, and in most cases we do not ask for the damaged item back — sending broken glass through a courier helps no one.
A damage claim is settled with a replacement, not a refund. If the same item is genuinely unavailable to send again, we will agree something else with you.
A damage or missing-item claim cannot be accepted without this video. Photos alone are not enough: a photograph cannot show whether a jar was already broken inside a sealed box or was dropped after the parcel was opened, and that is the difference we have to be able to see.
Glass travels well when it is packed properly and badly when a parcel is thrown. The video is what lets us take it up with the courier rather than argue with you about it.
You can refuse the delivery. Tell the courier you are refusing it, do not accept the parcel, and message us with your order code. The parcel comes back to us and we send you a fresh one — and in that case no video is needed, because nothing was opened.
If we sent the wrong thing, tell us within 7 days of delivery and we will put it right. No unboxing video is needed for this — a wrong item is our packing mistake, not a transit one, and it is obvious from a message.
An opened product cannot be returned because it was not to your taste. Taste is personal, and food that has been opened cannot be resold to anybody.
A genuine quality problem is different and we want to hear about it. If an opened product smells off, tastes off, or has anything in it that should not be there, send us a photo and a description with your order code. We deal with those case by case, we have not yet turned one down, and no unboxing video is needed — a video of the box could not show it anyway.
On ghee specifically: turning liquid in summer or grainy and solid in winter is normal and is a sign nothing was added. That is not a defect, and there is more on it in the FAQ.
There is no form to fill in. Email care@desibynature.in or WhatsApp +91-9112345165 with your order code and what went wrong, and attach your unboxing video if the parcel was damaged. We reply within the hour between 10 AM and 9 PM IST and confirm what happens next.
Please do not ship anything back to us. We do not accept returned food, and an unannounced parcel cannot be matched to an order.
A refund happens in one situation: you cancelled before dispatch. We trigger it the same day. After that the timing is your bank's, not ours.
Refunds always go back to the original payment method where one exists. We do not issue store credit in place of a refund unless you ask for it.
If your situation does not fit neatly into any of the above, write to us anyway. Most of the time we say yes.