Refund & return policy

For eligible items (see below), you may request a return within 7 calendar days of confirmed delivery, or within 7 days of handover where delivery confirmation is not available — whichever our carrier records support. The window starts from the date shown on the tracking status as delivered.

Returns are accepted when all of the following are true:

• The product is unused, unopened, and in original saleable condition;
• Original tags, seals, batch information, and packaging (inner and outer) are intact;
• You include proof of purchase (order number);
• The item is not in the non-returnable list below.

Opened consumables (for food safety and quality) generally cannot be returned unless the product arrived damaged, defective, incorrect, or otherwise unusable through no fault of yours — tell us within 48 hours of delivery with photos where applicable.

We cannot accept returns or refunds in cases including:

• Change of mind after opening or breaking hygiene / freshness seals on food or ingestible products;
• Clearance, final sale, or gift-with-purchase items marked non-returnable;
• Damage caused after delivery (misuse, poor storage, or accidental spillage);
• Address errors or failed delivery attempts due to incorrect contact or location provided at checkout;
• COD orders refused at the door (cash on delivery) without a valid dispute raised with support in advance.

Email hello@diteup.com or message us via the contact page with your order number, item name, reason, and photos if the shipment arrived damaged or incorrect. We will confirm eligibility and share return instructions (including whether we arrange pickup or ask you to ship via a specified carrier).

Returned items are inspected on receipt. We may refuse a refund if the product fails eligibility checks (e.g. missing packaging, signs of use, or tampering). We will communicate the outcome by email.

Approved refunds for prepaid orders are initiated to the original payment method where technically possible, otherwise to a bank account you provide for NEFT settlement. Refund timing depends on your bank or card issuer — typically 5–10 business days after we process the refund from our side, but external delays can occur.

For eligible COD returns where we already collected cash, we may issue a bank transfer or store credit after verification. Partial refunds may apply if only part of an order is returned or if promotional bundles require repricing.

If we sent the wrong item or the product arrived damaged or defective, we will bear reasonable return shipping or arrange pickup. For change-of-mind returns that we approve at our discretion, you may be responsible for return courier charges unless stated otherwise in writing.

Where offered, store credit may be applied to future purchases and may carry an expiry — we will state the terms in the approval message.

Please contact us before disputing a charge with your bank so we can resolve the issue. Unwarranted chargebacks may lead to account suspension.

Nothing in this policy limits statutory rights available to you under the Consumer Protection Act, 2019 or other applicable Indian law. If your jurisdiction requires a longer or mandatory remedy, that law prevails to the extent required.

We may update this policy occasionally. The “Last updated” date reflects the latest version. Orders placed before a change are generally governed by the policy in force at purchase unless the law requires otherwise.

Returns & refunds: hello@diteup.com