Return, Refund & Cancellation Policy
At Naturgaben Technologies Pvt. Ltd. (“Naturgaben”, “we”, “us”, or “our”), we want every customer to have a pleasant experience with our products. Since many of our items are handmade and perishable, we follow specific guidelines for cancellations, returns, and refunds. Please read this policy carefully before placing your order.
1: Cancellation Policy
We understand that sometimes you may change your mind after placing an order.
- You may cancel your order on the same day it was placed, before it has been dispatched.
- Cancellation requests must be sent to support@naturgaben.in with the subject line:
“Order Cancellation Request”, including your Order ID and Reason for cancellation. - Once your order has been shipped, it cannot be cancelled or modified.
If your cancellation is approved, your payment will be refunded to the original payment method within 7–10 working days, after deducting any applicable transaction or processing fees.
Naturgaben reserves the right to decline cancellation requests received after the order has been dispatched or handed over to the courier.
2: Return Policy
Due to the perishable nature of our products, we do not accept returns or exchanges once the order has been shipped or delivered.
However, we do take product quality very seriously. If you receive:
- The wrong item, or
- A damaged or defective product,
please contact our support team within 24 hours of delivery with the following details:
- Order ID
- Description of the issue
- Clear photographs of the outer package and product inside
Our team will review your request, and if found valid, we will arrange a replacement or reshipment of the same or equivalent product, depending on availability.
Requests submitted after 24 hours of delivery, or without proper proof, will not be eligible for replacement.
3: Refund Policy
Refunds are processed under the following conditions only:
- Your order was cancelled before dispatch.
- The order could not be delivered due to an issue from our side (not including cases where the recipient was unavailable or the address was incorrect).
- You received a damaged, defective, or incorrect product, and our team has verified the claim.
Refunds will be made to the same payment method used during purchase. The amount will reflect in your account within 7–10 working days after approval.
Please note:
- Refunds will not be issued for delays caused by courier services, weather conditions, or factors beyond our control.
- Any discounts, promotional offers, or delivery charges applied to the order are non-refundable.
- The refund amount will never exceed the total amount paid by the customer.
4: Quality Concerns
Every product at Naturgaben is prepared and packed under strict hygiene standards. Still, minor variations in texture or color can occur due to temperature changes during transit — this is normal and does not affect the product’s quality or taste.
If you believe your product is genuinely spoiled or damaged, please contact us immediately with photo evidence, and we’ll assist you promptly.
5: How to Raise a Request
To submit a cancellation, refund, or product issue request, please write to:
📧 support@naturgaben.in
Include the following details in your email:
- Full Name
- Order ID
- Contact Number
- Detailed Explanation of the Issue
- Photos (in case of damage or wrong product)
Our customer support team will respond within 1–2 working days with the next steps.
6: Non-Refundable Situations
Refunds will not be applicable in the following cases:
- Orders delivered to the wrong address provided by the customer.
- Orders where the recipient was unavailable at the time of delivery.
- Products that are partially consumed or tampered with.
- Orders returned due to refusal to accept the parcel without valid reason.
- Products purchased during promotional or clearance sales.
7: Timeframe for Replacement or Exchange
If your replacement request is approved, we will dispatch a new product within 5–7 working days, subject to availability.
Naturgaben reserves the right to limit the number of replacements based on repeated claims or misuse of the policy.
8: Transaction Charges
In case of order cancellation, payment gateway charges (if any) or transaction processing fees will be deducted from the refund amount.
9: Policy Updates
Naturgaben may revise or update this policy periodically. All updates will be posted on this page. The version date mentioned above reflects the latest changes.
10: Contact Information
If you have any questions about cancellations, returns, or refunds, please contact us at:
📧 Email: support@naturgaben.in
📞 Phone: [Insert contact number]
🏢 Address: [Insert Registered Office Address]
Our team is available Monday to Saturday, 10 AM – 6 PM (IST).
Notes:
Once a product leaves our facility, responsibility for safe delivery rests with the courier partner. We will assist in coordinating with them if issues arise, but Naturgaben cannot be held liable for delays or damages caused in transit.