Return & Refund Policy

01

Our Position on Returns

Mustard oil is an edible product sold in a sealed bottle. Once that seal is broken, we have no way of knowing how the oil has been stored, whether it has been exposed to heat or sunlight, or whether anything has been introduced into it. No responsible food business can accept such a product back into its supply, and none should.

Accordingly:

• Returns are not accepted for opened or used products, under any circumstances.
• Returns are not accepted where the tamper-evident seal or outer shrink seal has been broken, except as part of an approved damage or expiry claim.
• Returns are not accepted on the basis of a change of mind after the order has been dispatched.
• Returns are not accepted on account of natural variation in colour, aroma, pungency or sediment, which are inherent characteristics of unrefined Kachi Ghani oil.

02

Exchanges

We do not offer exchanges under normal circumstances. A sealed food product cannot be swapped between customers, and we do not maintain an exchange pool.

This means a product cannot be exchanged for a different size, a different variant or a different item because preferences have changed after delivery. Please review the size, quantity and specification on the product page before completing your order — and if you are unsure which size suits your household, write to us beforehand. We are happy to advise.

The only circumstance in which a product leaves us a second time is an approved replacement under section 03.

03

When a Replacement Applies

A free replacement is offered in exactly three situations. In each of them, the fault lies with us or with the courier, and you should not be out of pocket for it.

1. You received the wrong productThe item, variant or quantity delivered does not match what your order confirmation shows.
2. The product was damaged in transitThe bottle is broken, cracked, leaking, dented or the seal has been compromised during shipping.
3. The product was expired on deliveryThe best-before date printed on the bottle had already passed at the time the consignment reached you.

Each of these must be reported within 48 hours of delivery, supported by clear photographs or video, and is subject to verification as described in section 06.

What a replacement costs you

Nothing. Where a claim is approved, the replacement is dispatched at our expense, including all shipping charges. We do not ask you to pay first and claim later.

04

How to Raise a Claim

The process is short and deliberately unbureaucratic.

1. Act within 48 hours of deliveryThe claim window closes 48 hours after the delivery timestamp recorded by the courier. Claims raised after this period cannot ordinarily be accepted, because the condition of a food product can no longer be reliably attributed to transit.
2. Keep everything as it arrivedRetain the outer carton, the inner packing, the shipping label and the product itself, including the bottle, cap and seal. Do not discard, wash or use the item.
3. Capture clear evidencePhotographs or video showing the issue plainly, as described in section 05.
4. Write or callEmail info@pawangold.com with the subject line Replacement Claim – [your order number], or call and WhatsApp us on +91 89576 74857.
5. Include the essentialsYour order number, registered name and phone number, the date of delivery, the issue in one or two sentences, and the batch and best-before details printed on the bottle.

05

Evidence That Makes a Claim Straightforward

We are not looking for reasons to decline. We are looking for enough to satisfy ourselves and, where required, our courier partner. Clear evidence turns a claim into a same-day decision.

Photographs to send

• The outer carton from all sides, with the shipping label clearly legible.
• The inner packing as it was when you opened the carton.
• The affected product, showing the damage, leak or incorrect item plainly.
• A close-up of the label showing the batch number, date of manufacture and best-before date.

An unboxing video is the strongest evidence of all

Where a consignment looks damaged, wet or tampered with on arrival, a single continuous video from the moment you begin opening the sealed carton removes all doubt about when the damage occurred. It is not compulsory, but it makes approval immediate. We recommend it on every order.

At the moment of delivery

If the carton is visibly crushed, soaked or open, either refuse the delivery outright, or accept it only with a written remark to that effect on the courier’s delivery sheet, and photograph it before opening. Then tell us the same day.

06

Verification & Approval

Every claim is reviewed by a person, against your order record and the evidence you have sent.

Acknowledgement

Within 24 working hours of receiving your claim

Review & decision

Ordinarily within 48 to 72 working hours of receiving complete evidence

What we check

Order and dispatch records, packing photographs taken at our end, batch and expiry data, and the courier’s transit record

Possible additional step

In some cases the courier may arrange a reverse pickup of the affected product for inspection

Where more information is needed, we will ask once, specifically, and explain why. The outcome — approved or declined — is communicated to you in writing, with the reason stated. We do not leave claims open indefinitely and we do not go silent.

Approved replacements are processed only after this verification is complete.

07

How a Replacement Is Sent

• Once approved, the replacement is dispatched within one to two business days, subject to stock availability.
• Delivery follows our standard timeline of five to seven business days, as set out in our Shipping Policy.
• A fresh tracking reference is shared with you as soon as the consignment leaves us.
• All shipping costs on a replacement are borne by us.
• A replacement is issued for the same product in the same size. Where that item is out of stock or the batch has been withdrawn, we will offer you the choice of waiting for the next pressing or receiving a full refund.

08

Refunds

Our first remedy is always a replacement, because our purpose is to get good oil into your kitchen rather than to move money back and forth. A refund is issued where a replacement is not possible or not wanted.

When a refund is issued

• An approved claim where the product is out of stock or the batch cannot be replaced.
• An order cancelled before dispatch, or cancelled by us for any reason.
• A consignment confirmed as lost in transit, where you prefer a refund to a replacement.
• An order that cannot be delivered because the pin code is unserviceable.

How refunds are processed

Refund method

Always to the original payment method used for the order

Initiated

Within 2 to 3 business days of approval

Credited

Ordinarily within 7 to 10 business days of initiation, depending on your bank or payment provider

Cash on Delivery orders

Refunded by bank transfer to an account you nominate, after verification of the details

Confirmation

A reference number is shared with you once the refund is initiated

Once a refund has been initiated at our end, the time taken to appear in your account is governed by your bank or payment provider and is outside our control. If it has not reached you within ten business days of the reference being shared, send us the reference and we will pursue it with the gateway on your behalf.

Refunds cover the amount paid for the product. Original shipping charges are refunded where the fault was ours or the courier’s, and are not refunded where an order was returned undelivered on account of an incorrect address or repeated unavailability.

09

Order Cancellation

• An order may be cancelled at any time before dispatch, with a full refund including shipping charges. Write to us as soon as you decide, quoting your order number.
• Once a consignment has been handed to the courier, it cannot be cancelled. In practice, this means the window is usually the same or the next business day.
• We may cancel an order ourselves where stock is unavailable, a pin code proves unserviceable, payment cannot be verified, or an order appears fraudulent. In every such case the full amount is refunded.
• Refusing to accept a delivered consignment without a valid reason is not a cancellation. Such orders are treated under the undelivered-consignment provisions of our Shipping Policy.

10

What This Policy Does Not Cover

So that there is no ambiguity later, the following do not qualify for a replacement or refund:

• Opened or partially used products, except under an approved damage or expiry claim.
• Change of mind, or an order placed by mistake, after dispatch.
• Claims raised after 48 hours of delivery.
• Claims without adequate evidence, or where the packaging and product have been discarded.
• Natural characteristics of unrefined oil — variation in colour, aroma, pungency, viscosity, or natural sediment settling at the base of the bottle.
• Damage occurring after delivery, including breakage, spillage, exposure to heat or sunlight, or improper storage.
• Use after the best-before date, where the product was within date on delivery.
• Products not purchased from pawangold.com or from an authorised seller, including items bought from unauthorised resellers or third-party marketplaces we have not appointed.
• Consignments returned undelivered because of an incorrect address, an unreachable phone number or repeated unavailability — here, re-shipping charges apply.
• Repeated or unsubstantiated claims that suggest misuse of this policy. We reserve the right to decline such claims and to restrict future orders.