Refund Policy

Last updated: 31 August 2026

This Refund Policy applies to orders and subscription packages placed on Shreshta Milk / Shrestha Daily Mart through the website www.shreshtamilk.com and the Customer app. It should be read with our Terms and Conditions and Cancellation Policy.

Contact:
Email: support@shreshtamilk.com
Phone: +91 96408 40216
Address: Kalwakurthy, Nagarkurnool District, Telangana, PIN 509324, India

1. General

Refunds are not automatic for every cancellation or complaint. A refund is issued only when the order or subscription payment qualifies under this policy and is approved by us after verification.

Milk and other grocery items are perishable. Once a product is delivered and accepted, it generally cannot be returned or refunded, except in the cases listed below.

2. When you may get a refund

You may be eligible for a full or partial refund if:

- You cancelled the order in the app while cancellation was still allowed (usually before the store accepted it or before it was prepared / dispatched)
- Payment was successful but the order failed, was not accepted, or was cancelled by the store or by us
- An item was missing, wrong, leaked, damaged, or spoiled at the time of delivery, and you reported it as required below
- A prepaid order could not be delivered for reasons on our side (for example store closed after payment, or no delivery partner available)
- For subscriptions: prepaid amount for days that were not generated and not delivered, if we approve the claim after checking pause and order records

3. When a refund will not be given

We may refuse a refund if:

- The order was already prepared, packed, out for delivery, or delivered
- You were not available at the delivery address, gave a wrong address, or did not share the OTP
- You changed your mind after delivery of perishable items such as milk
- You paused or cancelled a subscription after that day’s order was already generated or dispatched
- The product was consumed, opened, or stored incorrectly after delivery
- Cash on delivery was used and no prepaid amount was collected (except wallet/coupon portions, if any)
- We find a false claim, duplicate claim, coupon or wallet misuse, or fraud
- Delivery fee, packaging, or tip was charged for an order that was already dispatched or delivered

4. How to request a refund

For a delivered order, raise a request in the app (Refund / Help / Support) or email support@shreshtamilk.com as soon as possible, preferably on the same day of delivery, and not later than 24 hours.

Please share:
- Order ID
- Item name and quantity
- Issue (missing, wrong, leaked, damaged, spoiled, not delivered)
- Clear photo of the product and packing, if asked
- Registered mobile number

We may contact you or the delivery partner to verify. We may approve full refund, partial refund, replacement (if available), or reject the request.

5. Subscription packages

Subscription payments cover the package period and the deliveries generated from it.

- Pause: days paused before the daily order is generated are not charged as delivered days. If you pause after that day’s order is already created or sent, that day is treated as a valid delivery day and is not refunded.
- Cancel / expire: unused prepaid value for days that were never generated and never delivered may be refunded or credited to wallet, at our discretion, after we check your pause history and order list.
- Delivered days, failed deliveries due to customer unavailability, and already generated orders are not refunded.
- If a store stops a package or we cannot serve your zone anymore, we will refund or wallet-credit the unused eligible amount.

6. Cancellation and prepaid orders

If you cancel in time, or if we/store cancel before dispatch:

- Prepaid amount (card, UPI, net banking, wallet) is refunded as per section 7
- Coupon or offer value may not be returned in cash; a coupon may be restored if it is still valid
- Loyalty points used may be reversed where the system allows it

If cancellation happens after dispatch, refund is not guaranteed.

7. How refunds are paid

Approved refunds may be sent to:

- Your in-app wallet, or
- The original payment method (UPI, card, net banking)

The method depends on Platform settings and the payment gateway. Wallet credit is usually faster. Bank or UPI refunds can take 5 to 7 working days after approval, sometimes longer depending on your bank.

Cash on delivery orders: only the prepaid part (wallet, coupon, loyalty) may be refunded. Cash paid to the delivery partner, if any, is handled case by case after verification.

Delivery charges, packaging, and tips are refunded only if the order was cancelled before dispatch or was not delivered for reasons on our side.

8. Partial refunds

If only some items in an order are missing, wrong, or damaged, we may refund only those items, not the full order.

9. Processing time

We aim to review refund requests within 2 to 5 working days after we receive complete details. Wallet refunds, once approved, are usually credited sooner. Gateway refunds follow the bank timeline stated above.

10. Wallet

Wallet balance is not a bank deposit. Refunds credited to wallet can be used for future orders and subscriptions on the Platform as permitted in the app. Wallet withdrawal to bank is available only if we enable it and you meet the conditions shown in the app.

11. Disputes

If you disagree with a refund decision, email support@shreshtamilk.com with your order ID and reason. We will re-check the order, chat, delivery, and payment records.

These terms are governed by the laws of India. Courts at Nagarkurnool, Telangana shall have jurisdiction, subject to your rights under consumer protection law.

12. Contact

Grievance Officer: Customer Support, Shreshta Milk
Email: support@shreshtamilk.com
Phone: +91 96408 40216
Address: Kalwakurthy, Nagarkurnool District, Telangana, PIN 509324, India
Website: https://www.shreshtamilk.com