Cancellation, Refund & Exchange Policy

Last Updated: October 28, 2025

At IVY Multipurpose Cooperative Society Limited, we are committed to your satisfaction with our premium Darjeeling Honey products. This policy outlines our procedures for order cancellations, refunds, and exchanges.

Important Note: As our products are food items (natural honey), they are subject to specific health and safety regulations. This policy is designed to ensure both customer satisfaction and food safety compliance.

Contact Information:
Email: Ivycooperatives@gmail.com
Phone: +91 96147 51874
Address: Tindharay, Kurseong, Darjeeling, West Bengal, India – 734223
Website: www.darjeelinghoney.com

2. Order Cancellation

2.1 Cancellation by Customer

2.1.1 Before Dispatch

You may cancel your order before it is dispatched by:

How to Cancel:

Email us at Ivycooperatives@gmail.com with your order number
Call us at +91 96147 51874
Log in to your account and request cancellation (if feature available)

Cancellation Timeline:

Must be requested within 24 hours of order placement
Subject to order processing status
Not applicable once order is dispatched

Refund Process:

Full refund of order amount
Refund processed to original payment method
Timeline: 7-10 business days

2.1.2 After Dispatch

Once your order is dispatched:

Cancellation is not possible
You may refuse delivery at the doorstep
Return procedures will apply (see Section 3)
Shipping charges are non-refundable

2.2 Cancellation by Company

We reserve the right to cancel orders in the following circumstances:

Reasons for Cancellation:

Product unavailability
Pricing or product information errors
Suspected fraudulent transactions
Payment verification failure
Unserviceable delivery location
Force majeure events
Quality concerns with the batch

Notification:

You will be notified via email/phone immediately
Full refund will be processed automatically
Timeline: 7-10 business days

2.3 Order Modification

Before Dispatch:

Contact us immediately to modify quantity, product, or address
Subject to product availability
No charges for modifications

After Dispatch:

Modifications not possible
Order must be received and returned (if needed)

3. Returns and Exchanges

3.1 Return Eligibility

As honey is a consumable food product, returns are accepted only under specific conditions:

Acceptable Reasons for Return:

Product received is damaged or broken
Product received is defective or contaminated
Wrong product delivered
Expired or near-expiry product received
Tampered or opened seals (not by customer)
Package received in damaged condition
Product does not match description

Non-Acceptable Reasons for Return:

Change of mind after delivery
Delayed consumption/usage
Natural crystallization of honey (this is normal)
Dislike of taste or flavor (subjective preference)
Slight color variation (natural product variation)
Order placed by mistake (must cancel before dispatch)

3.2 Return Timeline

Reporting Issues:

Must be reported within 48 hours of delivery
Contact us immediately with photos of the issue
Late reports may not be accepted

Return Window:

Return must be initiated within 48 hours
Product must be returned within 7 days of delivery

3.3 Return Conditions

For a return to be accepted, products must meet ALL of the following conditions:

Mandatory Conditions:

Product is unused and seals are intact
Original packaging is undamaged
Product is in the same condition as received
Invoice/receipt is included
Photographic evidence of defect/damage provided
Returned within specified timeline

Unacceptable Returns:

Opened bottles or broken seals (unless received that way)
Used or partially consumed products
Products without original packaging
Products damaged by customer
Products past return timeline

3.4 Return Process

Step 1: Report the Issue

Contact us within 48 hours of delivery
Email: Ivycooperatives@gmail.com or Call: +91 96147 51874
Provide order number and photos of the issue

Step 2: Return Authorization

Our team will review your request within 24 hours
If approved, you’ll receive return instructions and authorization

Step 3: Product Return

Pack the product securely in original packaging
Include invoice/receipt
Ship to our address or await pickup (if arranged)

Step 4: Inspection

We will inspect the returned product within 2-3 business days
Quality check to verify the reported issue

Step 5: Resolution

Refund or replacement processed based on your preference
You will be notified via email

3.5 Return Shipping

Damaged/Defective Products:

We will arrange free pickup through Shiprocket
OR reimburse your return shipping costs
No cost to customer for genuine issues

Customer Preference Returns (if accepted):

Customer bears return shipping costs
Deducted from refund amount

Return Address: IVY Multipurpose Cooperative Society Limited
Tindharay, Kurseong, Darjeeling
West Bengal, India – 734223

4. Exchanges

4.1 Exchange Eligibility

Exchanges are available for:

Damaged products received
Wrong products delivered
Defective products

Exchange for Different Product/Variant:

Subject to availability
Price difference must be paid (if applicable)
Refund issued if exchange product costs less

4.2 Exchange Process

Step 1: Report issue within 48 hours with photos

Step 2: Receive exchange authorization

Step 3: Return the product following return procedures

Step 4: Once received and verified, replacement will be shipped

Step 5: Track your replacement order

4.3 Exchange Timeline

Return verification: 2-3 business days after receipt
Replacement dispatch: 1-2 business days after verification
Delivery: As per standard shipping timelines

Total Timeline: Approximately 7-12 business days from return initiation

4.4 Limitations

Exchanges processed only once per order
Subject to product availability
Same product variant preferred
Different variant subject to price adjustment

5. Refunds

5.1 Refund Eligibility

Refunds will be issued for:

Cancelled orders (before dispatch)
Damaged/defective products (after return verification)
Wrong products delivered
Order cancelled by us
Non-delivery of order
Duplicate payment made

5.2 Refund Amount

Full Refund (100%):

Order cancelled before dispatch
Damaged/defective product verified
Wrong product delivered
Order cancelled by company
Duplicate payment

Partial Refund:

Shipping charges deducted if return due to customer preference
Restocking fee may apply in specific cases (notified in advance)

Non-Refundable:

Shipping charges on refused deliveries
Convenience fees (if any)
Gift wrapping charges (if product was used)

5.3 Refund Process

Step 1: Approval

Refund request reviewed and approved

Step 2: Processing

Refund initiated to original payment method
Confirmation email sent

Step 3: Credit Timeline

Payment Method-wise Timelines:

Credit/Debit Cards: 7-10 business days
Net Banking: 5-7 business days
UPI: 3-5 business days
Digital Wallets: 5-7 business days

Note: Timeline depends on your bank’s processing time

Step 4: Confirmation

Refund will appear as credit from Razorpay
Check with your bank if not received within stated timeline

5.4 Refund for Partial Orders

If your order contains multiple items and only some are returned:

Refund issued for returned items only
Proportional shipping charge deduction applied
Remaining items not affected

5.5 Failed Refunds

If you haven’t received your refund within the stated timeline:

Steps to Take:

Check your bank account/card statement thoroughly
Contact your bank for refund status
Allow processing time for your financial institution
Contact us with payment proof if issue persists

We will:

Provide refund transaction reference number
Share payment gateway confirmation
Assist in coordinating with your bank
Re-initiate refund if genuinely failed

6. Special Cases

6.1 Damaged in Transit

If package arrives damaged:

DO NOT accept delivery if severely damaged
If accepted, note damage on delivery receipt
Take photos immediately
Contact us within 48 hours
We will arrange replacement or refund at no cost

6.2 Leakage or Spillage

If bottles are leaking:

Take photos of the package and product
Contact us immediately
Keep all packaging materials
We will arrange replacement or full refund
No return shipping cost for customer

6.3 Expiry Date Issues

Products nearing expiry (less than 3 months):

We do not ship near-expiry products
If received, eligible for full refund/replacement
Contact us with photo of expiry date

Expired products:

Should never be shipped
Immediate full refund or replacement
No questions asked

6.4 Wrong Product Delivered

If you receive wrong product:

Contact us immediately with photos
Do not open or use the product
We will arrange pickup and correct delivery
No additional charges
Expedited replacement shipping

6.5 Missing Items

If items are missing from your order:

Check package thoroughly
Verify with delivery person before they leave
Report within 24 hours
Provide order details and photos
Missing items will be shipped immediately or refunded

6.6 Bulk Orders

For orders of 10+ bottles:

Extended return window may be provided
Custom return terms can be discussed
Contact us before placing bulk orders
Special arrangements for corporate/institutional orders

7. Quality Guarantee

7.1 Our Commitment

We guarantee:

100% pure, natural honey from trained beekeepers
Proper storage and handling
Quality testing before dispatch
Hygienic processing and packaging
Authentic Darjeeling honey products

7.2 Quality Issues

If you believe there’s a quality issue:

Contact us immediately with detailed description
Provide photos if possible
Do not discard the product until investigation complete
We will arrange testing if needed
Full refund or replacement if quality issue confirmed

7.3 Honey Crystallization

Important Note:

Crystallization is a natural process and indicates pure honey
Crystallized honey is NOT defective or expired
This is NOT grounds for return or refund
Can be liquified by gently warming (instructions provided)

8. Non-Returnable Products

The following are NOT eligible for return/refund:

Products with broken seals (unless received that way)
Used or partially consumed products
Products damaged due to customer negligence
Products returned after 7 days of delivery
Natural variations in color/taste
Crystallized honey (natural process)
Products without proof of purchase
Gift cards or promotional items

9. Customer Responsibilities

9.1 At Time of Delivery

Inspect package before accepting
Check for external damage
Verify number of items
Note any concerns on delivery receipt
Refuse delivery if severely damaged

9.2 After Delivery

Check products within 48 hours
Report issues immediately
Store products as per label instructions
Keep original packaging for returns
Maintain invoice/receipt

9.3 For Returns

Ensure products are unused with intact seals
Pack securely to prevent transit damage
Include all original packaging and accessories
Provide order number and contact details
Follow return instructions carefully

10. Refusal of Delivery

10.1 Customer-Initiated Refusal

If you refuse delivery:

Shipping charges are non-refundable
Product amount will be refunded
Deduction of forward shipping charges
Return shipping charges deducted
Refund timeline: 7-10 business days

10.2 Acceptable Reasons for Refusal

Package visibly damaged
Package tampered with
Delayed delivery beyond acceptable time
Order cancelled before dispatch but still delivered

11. Dispute Resolution

11.1 Contact First

For any issues:

Contact us before escalating
Email: Ivycooperatives@gmail.com
Phone: +91 96147 51874
We aim to resolve issues within 48 hours

11.2 Escalation

If not satisfied with our resolution:

Refer to our Terms of Service
Consumer forum redressal available
As per Consumer Protection Act, 2019

12. Exceptions and Force Majeure

We are not liable for delays or inability to process returns/refunds due to:

Natural disasters
Pandemic-related restrictions
Government orders
Transportation strikes
Civil unrest
Other circumstances beyond our control

13. Policy Updates

13.1 Modifications

We reserve the right to modify this policy at any time:

Changes effective immediately upon posting
“Last Updated” date will be revised
Continued use constitutes acceptance

13.2 Order-Specific Terms

The policy applicable at the time of order placement will govern that specific order.

14. Frequently Asked Questions (FAQ)

Q1: Can I cancel my order after it’s shipped?
A: No, but you can refuse delivery or initiate a return after receiving it.

Q2: How long does a refund take?
A: 7-10 business days after return verification, depending on your bank.

Q3: Is honey crystallization a defect?
A: No, it’s a natural process indicating pure honey. Not eligible for return.

Q4: Who pays for return shipping?
A: We cover it for damaged/defective products. Customer pays for preference returns.

Q5: Can I exchange for a different honey variant?
A: Yes, subject to availability and price difference adjustment.

Q6: What if I receive a wrong product?
A: Contact us immediately. We’ll arrange pickup and send the correct product.

Q7: Can I return opened bottles?
A: No, unless they were received with broken seals or are defective.

Q8: What if my product arrives after expiry date?
A: This should not happen. Immediate full refund or replacement provided.

15. Contact Information

For cancellations, returns, refunds, or exchanges:

IVY Multipurpose Cooperative Society Limited

Email: Ivycooperatives@gmail.com
Phone: +91 96147 51874
WhatsApp: +91 96147 51874
Business Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST

Mailing Address:
Tindharay, Kurseong, Darjeeling
West Bengal, India – 734223

Website: www.darjeelinghoney.com

16. Legal Compliance

This policy complies with:

Consumer Protection Act, 2019
Consumer Protection (E-Commerce) Rules, 2020
Food Safety and Standards Act, 2006
Indian Contract Act, 1872
Information Technology Act, 2000

17. Related Policies

Please also review:

Terms of Service
Privacy Policy
Shipping Policy

Customer Satisfaction Commitment: Your satisfaction is our priority. We stand behind the quality of our Darjeeling Honey products and are committed to resolving any issues promptly and fairly.