Refund & Cancellation Policy

Last updated: March 16, 2026

1. General Refund Policy

• All sales of perishable products are final. Milk, ghee, and other perishable products cannot be returned once delivered, except in cases of wrong, damaged, or defective products as described below.
• Raw milk must be boiled immediately upon receipt. No refunds will be provided for spoilage due to delayed boiling or improper storage by the customer after delivery.
• No cancellations or refusals are allowed once the order is out for delivery.

2. Milkvilla Wallet & Prepaid Credits

• Milkvilla Wallet balance represents prepaid credits usable only for purchases on the Milkvilla platform. The Milkvilla Wallet is a closed-loop prepaid instrument and does not constitute a payment wallet under the Reserve Bank of India (RBI) Prepaid Payment Instruments (PPI) framework.
• Wallet balance is non-transferable. Any amount added to your wallet can only be used to purchase products from the Milkvilla app or website.
• Wallet refunds: Refunds to the original payment source (bank account or UPI) are processed only as a goodwill exception at the sole discretion of Milkvilla. Milkvilla is not obligated to refund wallet balances to the original payment source. Where a refund to the original source is approved, it may take up to 5–7 business days to reflect in your account depending on banking system processing times.
• Cashbacks are non-refundable. Cashback and promotional credits can only be used for future purchases and cannot be withdrawn, transferred, or claimed as a refund.
• Voluntary recharge: All wallet recharges are voluntary actions by the customer. Milkvilla does not guarantee the availability of any specific product, delivery slot, or service at the time of wallet recharge.

3. Refund Eligibility

• Refunds may be considered only in the following cases:
  • Delivery of a wrong product
  • Product received in a damaged or defective condition
  • Non-delivery of a confirmed order due to reasons attributable to Milkvilla
• To be eligible for a refund, the customer must report the issue within 24 hours of delivery with photographs and details of the problem.
• Refund requests for reasons such as change of mind, taste preference, incorrect address provided by the customer, or unavailability of the customer at the delivery address are not eligible for refund.

4. Refund Processing

• Approved refunds will be processed within 2 business days and credited to the customer's Milkvilla Wallet, unless otherwise determined by Milkvilla.
• Milkvilla does not guarantee instant refunds. Refund timelines depend on banking systems, payment gateways, and internal verification processes.
• Shipping or delivery charges, if applicable, are non-refundable unless the issue was caused by Milkvilla (e.g., wrong or damaged product).

5. Cancellation Policy

• Subscription deliveries: You may pause or cancel your daily subscription through the app before the cutoff time displayed in the app for the next delivery. Cancellations requested after the cutoff time will take effect from the following delivery cycle.
• One-time orders: Cancellations are not permitted once an order has been confirmed and is being processed. Since we deal in fresh and perishable products, we cannot accommodate cancellations after order confirmation.

6. Delivery Slot Availability

• Delivery time slots displayed in the Milkvilla app or website represent indicative availability and may change due to operational constraints including logistics, demand, weather, traffic conditions, or staffing.
• Milkvilla shall not be liable for any refund or compensation arising from the unavailability of a specific delivery slot after a wallet recharge has been made.

7. Limitation of Liability

• Milkvilla's total liability, if any, for any claim arising out of or related to a transaction shall not exceed the value of the specific order or transaction in dispute.
• Milkvilla shall not be liable for any indirect, incidental, consequential, or punitive damages arising from the use of our services, including but not limited to loss of profits, data, or goodwill.

8. Dispute Resolution

• Any dispute or grievance shall first be raised through our customer support channels (email, phone, or in-app support). Milkvilla shall endeavour to resolve all disputes within 15 business days of receiving the complaint.
• If the dispute is not resolved through customer support, either party may pursue formal legal proceedings subject to the exclusive jurisdiction of the courts in Muzaffarpur, Bihar, India.

9. Account Suspension for Abuse

Milkvilla reserves the right to suspend or terminate user accounts that engage in abusive, threatening, or fraudulent communication, or that make repeated false or misleading claims with the intent to coerce refunds or extract undue benefits. Such actions may also result in forfeiture of any remaining wallet balance or promotional credits.

Need Help?

If you have any questions regarding our refund or cancellation policies, please contact us:

Phone: +91-9006890881

Email: support@milkvilla.in