Refund Policy
Last Updated: June 2025
At Naturelly, we take genuine pride in the quality of every product we send out. We understand that when you order dry fruits, nuts, seeds, or spices online, you're placing a lot of trust in us , trust that what arrives at your door will be exactly what was promised.
However, we also understand that things don't always go according to plan. Packages can get damaged in transit. Items occasionally get mixed up. And sometimes, circumstances change. This policy explains how we handle these situations , fairly and honestly.
Please read this carefully before placing an order.
1. Order Cancellation
1.1 Cancellations Before Dispatch
If you wish to cancel an order, please contact us as soon as possible. Orders that have not yet been dispatched can generally be cancelled without any issue. To cancel, email us at support@naturelly.in or call our customer support number with your order ID.
Once your cancellation is confirmed, a full refund will be initiated to your original payment method within 5–7 business days.
1.2 Cancellations After Dispatch
Once an order has been handed over to our delivery partner and is in transit, we are unable to cancel or recall it. In such cases, you may refuse delivery at the time of receipt. Once the product is returned to us by the courier, we will process a refund after deducting applicable shipping charges (both outward and return).
1.3 Cancellation by Naturelly
In exceptional cases, Naturelly may need to cancel an order due to product unavailability, pricing errors, or issues identified during quality checks. In such situations, we will inform you promptly and issue a full refund. We apologise in advance for any inconvenience this may cause.
2. Damaged Products
We take every precaution to ensure products are packed securely before dispatch. Despite this, products can occasionally get damaged during transit.
If your product arrives damaged, please follow these steps:
• Do not discard the product or packaging.
• Take clear photographs of: the sealed/opened outer packaging, the damaged product itself, and the shipping label on the parcel.
• Contact us at support@naturelly.in or via WhatsApp within 48 hours of delivery with your order ID and the photographs.
Once we review the evidence, we will either send a replacement at no additional cost or issue a full refund , whichever you prefer.
Important: Claims for damaged products must be raised within 48 hours of delivery. We regret that we cannot process claims raised after this window.
3. Wrong Product Received
If you receive a product that is different from what you ordered (wrong item, wrong variant, wrong weight), please contact us within 48 hours of delivery.
Provide the following:
• Your order ID
• A photograph of the product received
• A photograph of the product label or packaging
We will arrange for the correct product to be sent to you as soon as possible, or issue a full refund if the correct item is unavailable. Return of the wrong product may be arranged at our cost.
4. Missing Items
If your order arrives with items missing (partial delivery), please check your order confirmation email to confirm the item was included in your order. Sometimes, items from a single order may be shipped in separate packages.
If an item is genuinely missing, contact us within 48 hours of delivery with:
• Your order ID
• A photo of the items you received
• A photo of the outer packaging (to check for signs of tampering)
We will investigate and either dispatch the missing item or provide a refund for it.
5. Non-Returnable Items
As a food product brand, we have a strict policy on returns to protect the safety and integrity of our products. The following cannot be returned or exchanged:
• Products that have been opened or partially consumed.
• Products returned without original packaging.
• Products claimed to be defective without photographic evidence submitted within the required 48-hour window.
• Products purchased during clearance or special sale events (unless damaged or incorrect).
• Items that have been stored incorrectly after delivery (exposed to moisture, heat, or pests).
We follow this policy to ensure that every customer receives hygienic, safe, and uncompromised products.
6. Refund Process & Timelines
Once a refund is approved by our team, the following timelines apply:
• UPI / Wallets (GPay, PhonePe, Paytm, etc.) , 2–3 business days
• Credit / Debit Card , 5–7 business days (depending on your bank)
• Net Banking , 3–5 business days
• Cash on Delivery orders , Refunds are processed to your bank account via NEFT. Please share your bank details when raising the refund request. Timelines: 5–7 business days.
Please note that refund timelines are subject to your bank's processing time and may occasionally vary. If your refund has not appeared within the stated period, please check with your bank before contacting us.
7. Replacement Process
If you are eligible for a replacement (damaged, wrong, or missing product), here is what happens:
• Step 1: You raise a complaint within 48 hours of delivery via email or WhatsApp.
• Step 2: Our team reviews your complaint and photographs within 1–2 business days.
• Step 3: Once approved, a replacement is dispatched within 2–3 business days.
• Step 4: You receive a tracking number for the replacement shipment.
If a replacement is not possible due to stock unavailability, a full refund is processed instead.
8. Contact Procedure
For all return, refund, or cancellation requests, please contact our support team through any of the following channels:
• Email: infonaturelly@gmail.com , Include your order ID, issue description, and relevant photographs.
• WhatsApp: 9220903018 , Send us a message with your order ID and photos.
• Phone: 9220903018 , Available Monday to Saturday, 10:00 AM to 6:00 PM IST.
Our team will acknowledge your query within 24 hours and aim to resolve it within 3–5 business days.
We appreciate your patience and assure you that every complaint is taken seriously. Our goal is not just to resolve your issue, but to make sure you feel heard and valued as a Naturelly customer.
9. A Note from Us
We know how frustrating it can be to receive an order that isn't right. We've been on that side of the counter ourselves. That's why we've tried to make this policy as fair as possible , protecting you as a customer while ensuring that the integrity of our food products is never compromised.
If you ever have a concern that isn't covered in this policy, please reach out to us. We will always do our best to find a reasonable solution.