Refund Policy

1. Return Policy

As Pond Harvest sells packaged food products, we generally do not accept returns of products that have been delivered correctly and are in good condition.

For food safety and hygiene reasons, opened products cannot be returned unless there is a genuine quality issue, damage, contamination concern, or another issue covered by applicable consumer protection laws.

2. Eligible Refunds and Replacements

You may request a refund or replacement in the following situations:

Damaged packaging: Your order arrives with a torn, leaking, crushed, or severely damaged package.
Incorrect product: You receive a product different from the one you ordered.
Missing items: One or more products are missing from your order.
Quality issues: The product appears spoiled, contaminated, or otherwise unsuitable for consumption.
Incorrect or expired product: You receive an expired product or a product that does not meet the applicable product description or legal requirements.

Please contact us as soon as possible after delivery and ideally within 48 hours of receiving the order. This reporting window is intended to help us investigate issues promptly and does not limit any rights you may have under applicable law.

3. How to Request a Refund or Replacement

To report an issue with your order:

Contact us using the email address or phone number provided on our website.
Share your order ID and a brief description of the issue.
Attach clear photographs or a short video showing the product, packaging, shipping label, and damage or quality concern, where applicable.
Our team will review your request and may contact you for additional information.

Please retain the product and its packaging until your request has been reviewed. Do not consume a product if you suspect it is spoiled, contaminated, or unsafe.

4. Refund Process and Timeline

Once your request is approved, we will initiate the refund to your original payment method wherever possible.

Prepaid orders: Refunds will generally be initiated within 5–7 business days of approval.
Payment processing: The time taken for the amount to appear in your account depends on your bank, payment provider, or payment method.
Cash on Delivery (COD) orders: We will coordinate with you to arrange an appropriate refund method after verification.

If a replacement is agreed upon, it will be dispatched subject to product availability. We will communicate any expected delays.

5. Order Cancellation

You may request cancellation before your order is dispatched by contacting us promptly.

Once an order has been dispatched, cancellation may not be possible. If cancellation is accepted for a prepaid order, the refund will be processed to the original payment method wherever possible.

This section does not affect any cancellation or refund rights available to you under applicable law.

6. Non-Eligible Cases

Refunds or replacements may not be available for:

A change of mind after a correctly fulfilled order has been delivered.
Incorrect storage or handling of products after delivery.
Damage caused by the customer after receipt.
Requests unsupported by sufficient information to verify the reported issue, after a reasonable opportunity to provide it.

Nothing in this policy excludes remedies required by applicable law.

7. Refunds for Offers and Combo Packs

For promotional offers, multi-packs, or combo packs, please contact us if any item is missing, incorrect, or damaged.

Where a refund or replacement is justified, we will assess the affected item or order and provide an appropriate remedy in accordance with applicable law and the terms of the offer.

8. Contact us

For refund, replacement, or order-related queries, please contact:

Brand: Pond Harvest
Website: https://www.pondharvest.com
Email: pondharvestmakhana@gmail.com
Phone/WhatsApp: +91 6362781384
Business Address: Subhashpally, Kishanganj, Bihar 855107

We appreciate your trust in Pond Harvest and will make every reasonable effort to resolve genuine concerns fairly and promptly.

Thank you for choosing Pond Harvest.