Returns, Refunds & Cancellation Policy

Doctors Foodstore India Private Limited

The Short Version

Longevity Flour is a sealed food product. For food safety reasons, we cannot accept a return simply because you changed your mind.

We will replace or refund an order that arrives damaged, tampered with, incorrect, incomplete or close to expiry, provided you tell us within 48 hours of delivery.

1. The 48-Hour Window

Any claim under this policy must be raised within 48 hours of the delivery time recorded by our courier.

We set this short window because the product is a consumable food item and delays can make it difficult to establish whether an issue arose during transit or afterwards.

Claims raised after 48 hours cannot ordinarily be accepted.

2. What We Will Replace or Refund

- Damaged tin or seal: If the tin or seal is damaged, dented or broken during transit, we will provide a free replacement or a full refund if you prefer.
- Incorrect product: If you receive a product different from what you ordered, we will provide a free replacement of the correct product or a full refund.
- Incomplete order: If an item is missing, we will dispatch the missing item free of charge or provide a partial refund for it.
- Tampered seal: If the seal has been tampered with, we will provide a full refund and investigate the batch.
- Expired or near-expiry product: If the product is expired on arrival or has less than [MINIMUM SHELF LIFE] remaining, we will provide a free replacement or a full refund.
- Genuine product quality concern: We will investigate the concern against our batch records and work to resolve it with you. Please keep the product and its batch code.

3. What We Cannot Accept

We cannot ordinarily accept:

- Returns due to a change of mind or because the product does not suit your taste. The product is a sealed consumable and cannot be resold once it has left our control.
- Returns of a tin that has been opened, used or partially consumed, except where the issue is a genuine product quality concern under Section 2.
- Claims for damage caused after delivery, including damage resulting from storage in humid or unsuitable conditions.
- Claims raised more than 48 hours after delivery.
- Claims involving damage, shortage or tampering where the packaging has been discarded and there is no unboxing video.
- Products purchased from a seller other than us. Please raise such claims with the seller from whom you purchased the product.

4. How to Raise a Claim

Please follow these steps:

1. Contact us within 48 hours of delivery at care@doctorsfoodstore.com or [CUSTOMER CARE NUMBER].
2. Provide your order number and a short description of the issue.
3. Attach photographs of the outer packaging, shipping label, tin and the issue itself. Include the batch code printed on the tin.
4. Attach the unboxing video if your claim involves damage, shortage or tampering.
5. We will respond within [RESPONSE TIME, e.g. 24–48 hours] with the outcome and next steps. We may ask you to keep the product available for collection.

5. Refund Method and Timeline

- Refund destination: Refunds are made to the original payment method. We cannot refund to a different account or card.
- Prepaid orders: Refunds are initiated within [REFUND INITIATION, e.g. 2–3] working days of approval. Your bank typically credits the amount within 5 to 7 working days after that.
- Cash-on-delivery orders: Refunds are made by bank transfer to an account you nominate. We will request the account details in writing.
- Shipping charges: Refunded in full where the fault was ours. They are not refunded where the return resulted from an incorrect address or a refused delivery.
- Partial refunds: Where only part of an order is affected, we refund the value of the affected items.
- Confirmation: We email you when the refund is initiated, with a reference number you can quote to your bank.

6. Cancellation

- You may cancel an order free of charge at any time before it is dispatched. Email care@doctorsfoodstore.com with your order number.
- Once an order has been dispatched, it cannot be cancelled. You may refuse delivery, in which case the shipment will return to us and the failed-delivery provisions of our Shipping Policy will apply.
- We may cancel an order and refund it in full if the product is out of stock, your address is not serviceable, payment is not authorised, or we suspect fraudulent or abusive ordering. We will inform you of the reason.

7. If You Are Not Satisfied

If you are unhappy with how we have handled a claim, escalate it to our Grievance Officer at care@doctorsfoodstore.com.

We acknowledge every complaint within 48 hours and aim to resolve it within one month, in line with the Consumer Protection (E-Commerce) Rules, 2020.

You also retain every right available to you under the Consumer Protection Act, 2019.