Returns & Refunds Policy
Last Updated: March 15, 2026
Welcome to Pahadi Market! This Returns and Refunds Policy (the “Policy”) governs all returns, exchanges, and refunds for purchases made on our website pahadimarket.com (“Website”) operated by Pahadi Market (“we”, “us”, or “our”). By placing an order with us, you agree to the terms outlined in this Policy. Please read it carefully before making a purchase.
“Our Promise of Peace of Mind”
1. When You Can Return
You can return products within 7 days from delivery in these circumstances:
- Damaged/Defective Items: Broken, spoiled, or mispackaged products
- Incorrect Items: Received something different from what you ordered
- Expired Products: Items past their best-before date
- Product Customization Issues: Wrong packaging or size
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2. What We Can't Take Back
We cannot accept returns for:
- Perishable food items once opened/used (our apples, honey, preserves, dry fruits)
- Personal care items where hygiene is crucial (opened soaps, oils)
- Customized or personalized products
- Sale/clearance items (clearly marked as "Final Sale")
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3. How to Start a Return
Step-by-Step Process:
Contact us within 72 hours of delivery via WhatsApp/email/phone with:
Your order number
Clear photos/videos of the issue
Brief description of the problemWe'll respond within 24 hours to authorize your return
Follow our instructions for repackaging (we'll guide you)
Wait for pickup from our logistics partner (we'll schedule it)
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4. Shipping Costs
- Our fault: We'll cover both pickup and reshipment costs
- Change of mind: You'll pay return shipping charges (Kinnaur’s remote location adds some cost)
- Cash on Delivery returns: Refunds processed to your bank account/UPI via NEFT/IMPS
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5. Condition Requirements
For a return to be accepted:
- Product must be unopened/unused (unless defective)
- Original packaging intact***
- All tags, seals, labels still attached
- Included accessories, freebies returned together
*Damaged packaging exceptions: Still OK if it's just shipping damage preventing resale
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6. Refund Methods & Timeline
- Online Prepaid Orders: Money back to your original payment method within 7-10 business days
- Cash on Delivery (COD): Refund via NEFT/IMPS within 7-10 business days after return pickup
- Store Credit Option: Opt for instant Pahadi Market credit + 10% extra for your next Kinnaur purchase
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7. Replacements
Available for:
- Stock-permitting item exchanges
- Same-day dispatch if stock available
- No extra shipping charges for first replacement
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8. Wrong/Failed Delivery
If your order was:
- Delivered to wrong address
- Marked delivered but not received
- Incomplete (missing items)
*Please contact us within 72 hours with delivery proof. We'll investigate and resolve swiftly.
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9. Cancellations
- Before dispatch: Full refund, no questions asked
- After dispatch: Can't cancel, but may return once delivered (following return policy)
- Custom orders: Non-cancelable once production begins
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10. Kinnaur Context
Special considerations due to our remote sourcing:
- Longer refund windows for Himachal/Kinnaur remote pin codes
- Weather-related delays in pickup acknowledged December-February
- Farmer/SHG coordination for perishable returns
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11. Contact & Grievance
Grievance Officer: Viraj Negii
- Email: viraj@pahadimarket.com
- Phone: +91 98160-59671
- Hours: 10 AM–6 PM IST, Monday–Saturday
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12. Good Faith Assurance
We promise:
- No hidden conditions
- Clear communication throughout
- Fair resolutions, always
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Table of Contents
How This Works in Practice
Scenario 1: Damaged Product
(Prepaid Order)
- You receive cracked honey jar → WhatsApp us photos + order #
- We authorize return → Courier picks up next day
- Refund hits your account in 7–10 days Total time: ~11 days
Scenario 2: Wrong Item
(COD Order)
- You get wrong apple variety → Call us same day
- We authorize → You ship back at our cost (we email label)
- Refund via NEFT in 7–10 days after we receive Total time: ~12 days
This policy isn't just rules—it's our promise. We value your trust more than any transaction
