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1) Cancellation Policy

1.1 After making an online payment for an order or subscription, you may cancel your delivery for a particular day anytime up to the cut-off time (9:00 PM of the day preceding the actual delivery date). You may also create a vacation/holiday period on the platform and end it before the cut-off time when you wish to resume delivery.

1.2 In the event an item in your order is unavailable, we will inform you. In such cases, you will be entitled to a refund in accordance with our refund policy.

1.3 We reserve the sole right to cancel your order in the following circumstances:

• 1.3.1 The designated delivery address falls outside our delivery zones.
• 1.3.2 We are unable to contact you by phone or email at the time of confirming the order.
• 1.3.3 We are unable to deliver your order due to lack of information, direction, or authorization from you at the time of delivery.
• 1.3.4 All items ordered by you are unavailable at the time of booking.
• 1.3.5 The delivery partner is not allowed inside your premises, gated community, or society, or due to any situation beyond our control, including but not limited to law-and-order issues, strikes, or movement restrictions.

2) Return & Refund Policy

Our return and refund policy entitles you to return the product at the time of delivery if you are not satisfied with the quality or freshness of the product. The delivery personnel will take the returned product back, and we will issue a refund for the value of the returned products.

2.1 You shall be entitled to a refund only if you prepay for your order or subscription and only in the following circumstances:

• 2.1.1 The order packaging has been tampered with, damaged, or spilled at the time of delivery before you accept it.
• 2.1.2 We cancel your order due to (A) your delivery location falling outside our delivery zones, (B) failure to contact you at the time of confirming the order, or (C) failure to deliver due to reasons beyond our control.
• 2.1.3 All refunds will be processed back to your original payment source (UPI, card, or net banking). It may take 3–21 working days to reflect in your bank account, depending on your bank’s policies.
• 2.1.4 You will not be charged for any wrong item delivered, and the difference in value/quantity will be refunded or adjusted.
• 2.1.5 You may return the product if a wrong item is delivered or if the item is substantially damaged or deteriorated in quality at the time of delivery. You agree to provide supporting proof (such as images/videos) to enable us to process your request.
• 2.1.6 If you choose to end your subscription permanently, the refundable balance (if any for undelivered products) will be transferred to the bank account provided by you. In case of any delivery issues, the product will either be replaced or the refund processed within 24 hours accordingly.
• 2.1.7 No refund will be applicable if you ordered the wrong item by mistake. We encourage you to carefully review your order and subscription details before making payment.

3) Glass Bottle Damage & Return Policy

At Vahana Whiteway Farmer Producer Company, we promote sustainability by delivering milk in reusable glass bottles. These bottles preserve milk freshness, reduce plastic waste, and support a cleaner environment. To maintain hygiene and safe reuse, please follow the policy below.

3.1 Bottle Ownership & Customer Responsibility

• All glass bottles used for delivery remain the property of Vahana Whiteway Farmer Producer Company.
• Customers are responsible for returning empty, undamaged bottles either at the time of the next delivery or during scheduled pickup.

3.2 Bottle Return Process

1. Rinse the bottle gently with water after use and keep it ready for collection.
2. Do not use bottles to store other substances (for example: water, oil, or chemicals).
3. Our delivery personnel will collect the empty bottles during the next milk delivery.

3.3 Damage, Breakage, Non-return & Replacement Charges

• If a bottle is found broken, chipped, cracked, or missing, a replacement charge of ₹50 per bottle (or the prevailing rate) will apply.
• The delivery person will collect the replacement charge in cash at the time of your next delivery.
• If bottles are not returned within 7 days from the last delivery, they will be treated as lost and charged at the replacement cost.
• Customers discontinuing service must return all bottles in good condition before account closure to avoid replacement deductions.
• To avoid breakage, handle bottles carefully and avoid sudden temperature changes (for example: pouring hot water into a cold bottle or placing near heat sources).

3.4 Company Responsibility & Customer Support

• Vahana Whiteway ensures all bottles are thoroughly cleaned, sanitized, and sterilized before refilling.
• If you receive a bottle in a damaged or unsafe condition, do not use it. Inform our customer support team immediately for a replacement.
• Contact Us:
  • Email: ask@vahanawhiteway.com
  • Phone: 7997633335
• Our team will assist you promptly to resolve any bottle return or damage issues.