Refund policy

Effective Date: May 2025

Because PANEVO sells fresh, perishable dairy products, our refund and returns policy is designed to balance food safety requirements with fair consumer treatment. Please read this policy carefully before placing an Order.

1. Our Commitment

At PANEVO, every pack that leaves our facility has been quality-tested against FSSAI standards and our own internal QC benchmarks. We are committed to delivering fresh, correctly flavoured, safe-to-consume paneer to your doorstep every time. If we fail to meet that commitment, we will make it right.

2. Eligibility for Refund or Replacement

You are eligible for a full refund or replacement if:

• Damaged packaging: The product pack arrives visibly damaged, torn, or compromised such that the integrity of the product may be affected.
• Product spoilage on delivery: The product appears spoiled, has an unusual odour, or is not in edible condition at the time of delivery - not due to improper storage on your part after delivery.
• Wrong product delivered: You received a different flavour or SKU than what you ordered.
• Missing items: One or more items from your confirmed Order were not delivered.
• Significantly short quantity: The product quantity is materially less than what is stated on the pack.
• Quality defect: The product does not meet the quality description on the packaging - for example, the flavouring is absent, the texture is incorrect, or the product fails a basic quality test.

3. What Is NOT Covered

• Change of mind: We do not accept returns or issue refunds because you changed your mind about a purchase after delivery.
• Taste preference: Subjective dissatisfaction with flavour or spice level where the product meets its stated description.
• Improper storage: Spoilage resulting from failure to refrigerate at 2–8°C immediately upon receipt or storing beyond the Best Before date.
• Partially consumed product: Products that have been partially or fully consumed are not eligible for return.
• Order placed in error: Incorrect quantities, flavours, or delivery dates selected by you at the time of ordering.
• Delayed reporting: Complaints raised more than 24 hours after delivery, except for quality issues discovered on opening (which must be reported within 2 hours of opening).

4. How to Raise a Complaint

Step 1 - Contact us within the reporting window:

• Missing / wrong item: Within 4 hours of delivery.
• Damaged packaging: Within 4 hours of delivery, with photographs.
• Spoiled product (on delivery): Immediately upon delivery, before refrigerating, with photographs or video.
• Quality defect (on opening): Within 2 hours of opening, with photographs or video.

Step 2 - Contact channels:

• WhatsApp: +91 877 956 7496 (fastest response - 9 AM to 7 PM, Monday to Saturday)
• Email: info@panevo.in - include your Order ID, photographs, and description

Step 3 - What to include in your complaint:

• Order ID: Your Order confirmation number
• Issue description: Clear description of the problem
• Evidence: Photographs of the product, packaging, and delivery condition (required for all complaints)
• QR scan details: If you scanned the pack, mention the batch number shown

5. Our Resolution Process

• Acknowledgement: Within 2 hours during business hours (9 AM – 7 PM, Monday to Saturday).
• Assessment: Our quality team will review your complaint and the relevant batch COA within 24 hours.
• Resolution options:
  (a) Full Replacement: Dispatched in your next available delivery window at no charge.
  (b) Full Refund: Issued to your original payment method if replacement is not possible or you prefer a refund.
  (c) Store Credit: Applied to your PANEVO account as an alternative resolution.

6. Refund Processing Timelines

• Credit / Debit card: 5–7 business days after approval. Your bank may take an additional 3–5 business days.
• UPI: 3–5 business days after approval. Most UPI refunds are near-instant after processing.
• Net banking: 5–7 business days after approval.
• Store credit: Applied to your PANEVO account immediately upon approval.

7. Cancellation Policy

7.1 Cancellation Before Dispatch

You may cancel an Order before it has been dispatched:

• Same-day deliveries: At least 4 hours before the scheduled delivery window.
• Next-day deliveries: Before 10 PM on the day of ordering.
• Subscription orders: At least 24 hours before the scheduled delivery date.

Contact us via WhatsApp at +91 877 956 7496 or email info@panevo.in to cancel.

7.2 Cancellation After Dispatch

Once an Order has been dispatched, it cannot be cancelled. Fresh paneer is prepared specifically for your Order and has a limited shelf life. If you are unable to receive the delivery, please contact us immediately and we will try to accommodate your situation on a case-by-case basis.

7.3 Refund for Cancelled Orders

If you cancel an Order before dispatch, a full refund will be issued to your original payment method within the timelines stated in Section 6 above.

8. The PANEVO Quality Promise

9. Consumer Rights

Nothing in this Refund and Returns Policy limits or excludes your statutory rights as a consumer under the Consumer Protection Act 2019 and the Consumer Protection (E-Commerce) Rules 2020. If you are dissatisfied with our resolution, you have the right to:

• Consumer Disputes Redressal Commission: File a complaint with the relevant District, State, or National Commission.
• National Consumer Helpline: Call 1800-11-4000 or file a complaint at consumerhelpline.gov.in
• e-Daakhil portal: File online at edaakhil.nic.in

10. Contact for Complaints