Returns & Refund Policy

Effective Date: 1 August 2026

This Return & Refund Policy ("Policy") is issued by Get Pured Foods LLP ("GetPured", "we", "us", "our"), and applies to all products purchased through GetPured's official website, WhatsApp ordering channel, and any other platform where GetPured sells directly to consumers (collectively, the "Platform"). For orders placed through third-party marketplaces (e.g., Amazon, Flipkart, Blinkit, Zepto, BigBasket), the marketplace's own return and refund policy applies instead of this document. This Policy forms part of, and is to be read together with, GetPured's Terms of Use and Terms of Sale. It is made available on the Platform before and at the time of purchase, in accordance with the Consumer Protection (E-Commerce) Rules, 2020. By placing an order with GetPured, you confirm that you have read, understood, and agree to be bound by this Policy.

1. Our Policy at a Glance

GetPured products are natural, minimally processed, and perishable food items — every unit is quality-checked, batch-coded, and sealed before it leaves our facility. Because of this, we do not accept returns for reasons of personal preference, taste, or change of mind.

Returns, replacements, or refunds are considered only when a product arrives damaged, leaking, spoiled, or otherwise fails to meet our stated quality standards — and only when reported within 48 hours of delivery, with photographic or video evidence.

Where a claim is approved as genuinely defective, damaged, or not as described, we bear the cost of the return shipment. This Policy is drafted with reference to the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

2. When a Return, Replacement or Refund Is Considered

A claim will be reviewed only where one or more of the following applies, and must be supported by clear, unedited photographs or video taken immediately on receiving the order:

The product arrives physically damaged — a broken jar or bottle, a crushed or torn pouch, or a damaged tamper seal.
Leakage or spillage of liquid products (oils, etc.) at the time of delivery.
The product is spoiled, contaminated, or contains visible foreign matter.
The product shows visible mould, rancidity, or infestation inconsistent with normal shelf life.
The wrong product, variant, or quantity was delivered, or the product delivered is materially not as described on the Platform.
The product was delivered past its printed “Best Before” or expiry date.

All claims must be raised within 48 hours of the delivery timestamp recorded by our courier partner. This window exists because our products are perishable, and their condition cannot be fairly or accurately assessed once significant time has passed after delivery. Claims raised after 48 hours will not be entertained, regardless of the reason.

3. What Is Not Covered

The following are explicitly excluded from return, replacement, or refund under this Policy:

Change of mind, buyer's error in selecting flavour, variant, size, or quantity, or dissatisfaction with personal taste preference.
Products that have been opened, used, or substantially consumed — except where limited opening is necessary to demonstrate a genuine quality issue as part of the evidence submitted.
Minor variations in colour, aroma, texture, or consistency that are natural to the product and batch (see Section 8).
Delivery delays caused by courier or logistics partners, where the product itself is undamaged and unaffected.
Claims raised after the 48-hour reporting window.
Claims without adequate photographic or video evidence.
Returns received without the original packaging, labels, invoice, and accompanying documents (see Section 6).
Damage or spoilage caused by improper storage, handling, or resealing by the buyer after delivery (e.g., exposure to heat, direct sunlight, or moisture).
Orders placed through third-party marketplaces or quick-commerce platforms, which are governed by that platform's own policy.

4. How to Report an Issue

If your order qualifies under Section 2, please follow these steps within 48 hours of delivery:

Step	What To Do
1	Contact us within 48 hours of delivery at info@getpured.com or +91-9330572346 (Call/WhatsApp) with your order number and a brief description of the issue.
2	Attach clear, unedited photos or a short video of the product, the outer packaging, the batch/date code, and the specific issue, taken as soon as the issue is noticed.
3	Our team reviews the claim and may ask follow-up questions or request additional evidence.
4	If approved, we will confirm the resolution (replacement or refund) and next steps, including arrangements for the reverse pickup.

Tip: For liquid products (oils, etc.) or higher-value orders, an unedited unboxing video that shows the sealed package being opened for the first time is the fastest way to substantiate a transit-damage or leakage claim, and helps us resolve it quicker.

5. Return Shipping & Cost of Reverse Pickup

5.1 Once a claim is approved under Section 2, GetPured will arrange a reverse pickup through its logistics partner, or share return instructions, as applicable.

5.2 Cost of Return: Get Pured Foods LLP will bear the cost of the return / reverse shipment only where the product is confirmed — on our review of the evidence submitted and, where applicable, on physical inspection of the returned product — to be genuinely defective, damaged in transit, spoiled, contaminated, or materially not as described, consistent with Section 2. This approach is in line with the Consumer Protection (E-Commerce) Rules, 2020, which require sellers to bear return costs for defective, deficient, or misdescribed goods.

5.3 In all other cases — including where a claim does not meet the Section 2 criteria, or falls within Section 3 (What Is Not Covered) — the cost of returning the product, if a return is agreed to at GetPured's discretion, must be borne entirely by the buyer.

5.4 If, upon physical inspection, a returned product does not correspond to the defect originally claimed, shows signs of misuse, tampering, or damage caused after delivery, or otherwise falls within Section 3, GetPured reserves the right to: (a) recover from the buyer the actual cost of any reverse pickup already arranged; (b) decline the replacement or refund; and (c) return the product to the buyer at the buyer's cost, or dispose of it if not claimed back within 7 days of such determination.

5.5 The product must be shipped back in its original packaging, along with all accompanying documents, seals, and inserts intact (see Section 6). Where GetPured's own logistics partner carries out the reverse pickup, GetPured is responsible for that leg of transit; where a buyer self-ships a return at GetPured's request, we recommend using a reliable, trackable courier service, as GetPured is not responsible for items lost or further damaged in a self-arranged shipment.

5.6 The resolution (replacement or refund) is processed only after the returned item is received and inspected by our team, and the reported issue is confirmed. GetPured's determination as to whether a product qualifies under Section 2 is based on the evidence submitted and, where applicable, physical inspection on return, and is final and binding.

6. Documents & Packaging to Accompany the Return

For a return to be processed, all of the following must be sent back together with the product:

The original invoice or order confirmation.
The original outer packaging, box, and any protective packaging used at the time of delivery.
The product label, with the batch number and manufacturing/best-before date legible and intact.
Any complimentary items, samples, or inserts that were included with the order.
The original cap, lid, or seal, in the condition it was received (where applicable).

Incomplete returns, or missing any of the above, may be rejected outright, or may result in a delayed or reduced resolution at GetPured's discretion.

7. Resolution: Replacement or Refund

Once a claim is approved and, where applicable, the returned product has been received and inspected, GetPured will, at its discretion, offer one of the following:

A free replacement of the same product, subject to availability of stock; or
A full refund of the value of the affected product(s).

Refunds are processed to the original mode of payment within 7–10 business days of approval. For Cash on Delivery (COD) orders, refunds are processed via bank transfer or UPI to the details provided by the buyer. Where only part of a multi-item order is affected, the resolution applies only to the affected item(s), and the rest of the order is not eligible for return or refund.

8. Natural Product Characteristics — Not Considered Defects

GetPured products are made using traditional, minimal-intervention methods — cold-pressing, Bilona churning, sun-drying, slow-grinding, and similar processes. The following are natural to these processes, are not indicators of poor quality, and are not valid grounds for a return:

Cold-pressed oils solidifying, turning cloudy, or developing natural sediment at lower temperatures (for example, coconut oil solidifying below approximately 24°C).
Minor batch-to-batch variation in colour, aroma intensity, or texture, arising from natural variation in raw material and season.
Ghee texture, granulation, or colour changing with ambient temperature.
Natural settling, separation, or sediment in unrefined or unfiltered products.
A stronger or different natural aroma compared to mass-market, refined or deodorised equivalents.

If you are ever unsure whether something is a natural characteristic or a genuine defect, please contact us before initiating a claim — our team is glad to explain what is expected for that specific product.

9. Order Cancellations

Orders may be cancelled free of charge only before the order has been packed or handed over to our logistics partner for dispatch.
Once an order has been packed or dispatched, it cannot be cancelled, and this Policy's return process applies instead.
To request a cancellation, contact us immediately at info@getpured.com or +91-9330572346 with your order number.

10. Products Damaged in Transit

If a package appears visibly damaged, crushed, or leaking at the time of delivery, we recommend that you note the damage with the delivery partner at the doorstep, or refuse the delivery where the damage is clearly visible before acceptance. If the damage is discovered only after opening the package, please photograph it immediately and report it to us within 48 hours as described in Section 4.

11. Applicable Law

This Policy, and the sale of products through the Platform, are governed with reference to the following Indian laws, to the extent applicable:

The Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, which govern e-commerce sales, return and refund practices, and grievance redressal timelines.
The Food Safety and Standards Act, 2006, and the regulations framed thereunder, under which GetPured operates (FSSAI Licence No. 12826999000654), govern the safety, hygiene, and quality of food products.
The Legal Metrology Act, 2009 and the Legal Metrology (Packaged Commodities) Rules, 2011, which govern the declarations (MRP, net quantity, manufacturing/batch details) printed on pre-packaged products and referenced in this Policy.
The Sale of Goods Act, 1930, including the implied conditions as to quality, description, and fitness for purpose in respect of goods sold.
The Information Technology Act, 2000, under which this Policy constitutes a valid electronic record and does not require any physical or digital signature.

12. Grievance Redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, Get Pured Foods LLP has appointed a Grievance Officer to address complaints relating to this Policy. If you are not satisfied with the resolution offered under Sections 4–7, you may escalate the matter to our Grievance Officer:

Grievance Officer: Rajveer Hirawat

Email: info@getpured.com

Phone: +91-9330572346

The Grievance Officer will acknowledge your complaint within 48 hours of receipt and endeavour to redress it within one month from the date of receipt, in line with the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020. If the grievance remains unresolved, you may approach the National Consumer Helpline or the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

13. Governing Law & Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India. Subject to Section 12, any disputes arising out of or in connection with this Policy, or any purchase made on the Platform, shall be subject to the exclusive jurisdiction of the competent courts in Kolkata, West Bengal, India.

14. Miscellaneous

Entire Policy: This Policy, read together with GetPured's Terms of Use, Terms of Sale, and Privacy Policy, constitutes the entire understanding between the buyer and GetPured regarding returns and refunds, and supersedes any prior understanding on the subject.
Severability: If any provision of this Policy is held invalid or unenforceable by a competent court or authority, the remaining provisions will continue in full force and effect.
No Waiver: GetPured's failure to enforce any provision of this Policy at any time does not constitute a waiver of its right to do so subsequently.
Fraudulent or Repeated Claims: GetPured reserves the right to investigate, decline, or restrict future orders in respect of claims reasonably suspected to be fraudulent, exaggerated, or part of a pattern of misuse of this Policy.

15. Changes to This Policy

GetPured reserves the right to amend, update, or replace this Policy at any time, at its sole discretion. Changes take effect once posted on this page, with a revised “Last Updated” date. Continued use of the Platform, or placing an order, after such changes constitutes acceptance of the revised Policy.