Refund & Return Policy

Overview

At Back2Nest, we are committed to providing you with the highest quality dairy products. This Refund & Return Policy outlines the terms and conditions for refunds, returns, and replacements of products purchased through our services.

1. Quality Guarantee

We guarantee that all our products are:

• 100% pure and free from adulteration
• Fresh and delivered within quality standards
• Handled and stored under hygienic conditions
• Packaged in food-grade materials

2. Refund Eligibility

You are eligible for a refund or replacement in the following situations:

• Product Quality Issues: If you receive spoiled, curdled, or substandard products
• Incorrect Products: If you receive products different from what you ordered
• Damaged Packaging: If the product packaging is damaged or leaking
• Missed Delivery: If your order was not delivered on the scheduled date
• Short Quantity: If you receive less quantity than what you paid for

3. Reporting Issues

3.1 Time Frame

To be eligible for a refund or replacement, you must report the issue:

• Within 2 hours of delivery for quality-related issues
• On the day of expected delivery for missed deliveries

3.2 How to Report

Contact us immediately through any of the following methods:

• Phone: +91 89359 04820
• Email: help@back2nest.in
• Mobile App: Use the "Report Issue" feature

3.3 Required Information

When reporting an issue, please provide:

• Order ID or invoice number
• Clear photographs of the product and packaging
• Detailed description of the issue
• Date and time of delivery

4. Refund Process

4.1 Verification

Once you report an issue:

• Our team will review your complaint within 24 hours
• We may request additional photographs or information
• In some cases, we may send a representative for verification

4.2 Resolution Options

After verification, we will offer one of the following solutions:

• Immediate Replacement: Fresh product delivered on the next delivery cycle
• Full Refund: Complete refund of the product price
• Account Credit: Credit applied to your account for future purchases

4.3 Refund Timeline

• Cash Payments: Refund adjusted in next bill or provided in cash within 3 days
• Online Payments: Refund processed within 5-7 business days to original payment method
• UPI/Digital Wallets: Refund processed within 2-3 business days

5. Order Cancellation Policy

5.1 One-Time Orders

• Before 8:00 PM (previous day): Full refund, no charges
• After 8:00 PM: Cancellation may not be possible; product will be delivered
• After Delivery: No cancellation allowed; refund only for quality issues

5.2 Subscription Orders

• Temporary Pause: Can be paused with 24 hours notice, no charges
• Cancellation: Requires 48 hours notice; unused balance will be refunded
• Prepaid Subscriptions: Pro-rated refund for remaining days

6. Non-Refundable Situations

Refunds will NOT be provided in the following cases:

• Issues reported after the 2-hour window for quality complaints
• Product issues arising from improper storage by customer
• Customer unavailability during delivery (product left at doorstep as instructed)
• Incorrect delivery address provided by customer
• Change of mind after product has been delivered
• Product already consumed or partially used
• Late cancellation requests (after production has started)

7. Bottle/Container Return Policy

For customers using our reusable glass bottles:

• Empty bottles must be returned for the next delivery
• Deposit on bottles is refundable upon subscription cancellation
• Damaged or lost bottles will be charged at actual cost
• Bottle deposit is non-refundable if not returned within 30 days

8. Force Majeure

In cases of natural disasters, strikes, pandemics, government restrictions, or other force majeure events that prevent us from fulfilling orders:

• We will notify customers as soon as possible
• Subscription payments will be paused automatically
• Full refund provided for unfulfilled orders
• No liability for delays or non-performance beyond our control

9. Customer Responsibilities

To ensure smooth refund processing:

• Inspect products immediately upon delivery
• Store products as per storage instructions
• Report issues promptly within specified timeframes
• Provide accurate information and evidence
• Return reusable containers in good condition

10. Contact for Refunds

For any refund-related queries or to initiate a refund request: