Return, refund & cancellation
Traya Dairy sells fresh, perishable traditional dairy products. Due to food safety, hygiene, and FSSAI regulations governing perishables, our return and refund policy is specifically tailored to the nature of these products, in compliance with the Consumer Protection Act 2019 and Consumer Protection (E-Commerce) Rules 2020.
1. Order Cancellation
1.1 Cancellation by Customer
Orders may be cancelled free of charge within 2 hours of order placement, or before dispatch, whichever is earlier.
Cancellation requests must be raised by email at info@trayadairy.com, via WhatsApp to [+91 – 9108213589] quoting your Order ID, or through your account dashboard.
Once the order is dispatched, it cannot be cancelled. In such cases, the return and refund provisions of this policy will apply.
1.2 Cancellation by Traya Dairy
We reserve the right to cancel any order in the following circumstances, with a full refund issued within 7 working days:
Product unavailability or batch quality issues
Delivery address outside our serviceable area
Suspected fraudulent transaction, duplicate order, or misuse of promotional offers
Manifest pricing error on the website or WhatsApp catalogue
Force majeure or operational constraints
2. Non-Returnable Categories
Due to food safety and hygiene, the following are NOT returnable under any circumstances once accepted by the customer:
Products that have been opened, partially consumed, or tampered with
Orders cancelled for reasons of taste preference, personal choice, or change of mind after dispatch
Products reported after the expiry of the reporting window specified below
Custom or bulk orders (for weddings, corporate gifting, events) once confirmed and produced to order
Gift hampers and combo products where the seal or wrapping has been opened
3. Eligibility for Replacement or Refund
You may claim a replacement or refund only if, on delivery and inspection, the product is:
Damaged, leaking, or visibly spoiled
Incorrect product or flavour / variant delivered against the order
Manufacturing defect, foreign matter, or visible quality issue
Short-shipped (quantity delivered is less than the quantity ordered)
Beyond the "Best Before" date at the time of delivery
4. Reporting Window & Process
Claims must be reported within 6 hours of delivery for damage/spoilage/leakage issues, and within 24 hours of delivery for wrong-product or short-shipment issues, due to the perishable nature of the products.
To raise a claim, email info@trayadairy.com or WhatsApp [+91 – WhatsApp support number] with: (a) Order ID; (b) clear photographs of the outer packaging, primary packaging, and the affected product; (c) a short description of the issue; and (d) if possible, a short unboxing video.
Please do NOT discard the product, packaging, or cold-pack until the claim has been resolved, as we may need to inspect them or arrange reverse pick-up.
Our team will acknowledge your complaint within 24 hours and respond with a resolution within 3 working days from the date of complaint.
5. Resolution
Upon verification of a valid claim, we will, at our discretion, offer one of the following:
Replacement of the affected product in the next available dispatch window
Full or partial refund to the original payment method
Store credit in the form of a coupon equal to the affected order value, valid for 6 months
6. Refund Timelines
In accordance with Rule 5(3) of the Consumer Protection (E-Commerce) Rules 2020, refunds will be processed as follows:
The timelines above refer to the processing time on our end; the time taken for the amount to reflect in your bank or card account depends on your bank or payment service provider.
7. Partial Refunds
Where only part of an order is affected, we will issue a partial refund or replacement corresponding to the affected SKUs. Shipping charges will not be refunded unless the entire order is returned or we acknowledge an error on our part.
8. Rejection of Claims
We reserve the right to reject claims where:
Adequate proof (photographs/videos) is not provided
The reporting window has expired
The issue is attributable to improper storage, delayed consumption, or mishandling by the customer
There is a history of abusive claims or suspected fraud
The product was modified, re-packaged, or tampered with after delivery
9. Escalation
If you are not satisfied with the resolution provided, you may escalate your complaint to our Grievance Officer at info@trayadairy.com. Further escalation is available through the National Consumer Helpline (1915 / www.consumerhelpline.gov.in) or the e-Daakhil online consumer complaint portal (www.edaakhil.nic.in).
