This Return, Cancellation and Refund Policy outlines the conditions under which products purchased from DTAG Private Limited (“DTAG,” “we,” “us,” or “our”) under the PRAMONO brand, through our website www.pramono.shop (the “Website”) or our authorized retail partners, may be returned and how refunds will be processed.

At DTAG, we are committed to providing you with high-quality food products. We understand that sometimes a product may not meet your expectations. This policy is designed to be fair, transparent, and compliant with applicable Indian laws and regulations concerning food and FMCG products, while also aiming to minimize return instances and associated costs.

1. Eligibility for Returns

Due to the perishable nature and strict hygiene standards associated with food products, we have specific conditions for returns, as outlined below.

1.1 Damaged or Defective Products:

• Products received in a damaged, tampered, or defective condition.
• Evidence (photographs/videos) of the damage or defect must be provided at the time of raising the return request.

1.2 Incorrect Product Delivered:

• If you receive a product different from what you ordered (e.g., wrong item, wrong flavour, wrong quantity).

1.3 Expired Products (at time of delivery):

• If the product delivered has passed its “Best Before” or “Expiry” date at the time of delivery.

1.4 Quality Concerns:

• Genuine quality concerns that render the product unfit for consumption (e.g., unusual smell, taste, or appearance not typical for the product). This will be subject to internal assessment.

Non-Eligible Conditions for Return:

• Products damaged due to misuse or improper handling after delivery.
• Products that have been partially consumed or tampered with by the customer.
• Products without their original packaging, labels, or seals (unless damaged upon receipt).
• Returns requested beyond the stipulated timeframe.
• Change of mind or subjective taste preferences (unless covered under a specific promotional offer).
• Products purchased from unauthorized sellers.

2. Return Request Timeframe

All return requests must be initiated within 24 hours of the product delivery. For products purchased through retail partners, the return policy of the respective retail partner may apply in the first instance, but DTAG’s policy will govern for quality or manufacturing defects.

3. How to Initiate a Return Request

To initiate a return request, please follow these steps:

For Website Purchases (www.pramono.shop):

1. Log in to your account on www.pramono.shop 
2. Go to “My Orders” and select the relevant order.
3. Click on the “Return/ Replace” option next to the product you wish to return.
4. Select the reason for the return and upload clear photographs or a video demonstrating the issue (e.g., damage, defect, incorrect product).
5. Submit the request.

For Purchases from Retail Partners:

• Please return the product to the retailer from where the product was purchased and provide evidence of purchase (original receipt). The returns will be handled and refund or replacement will be processed by the return policy of the retailer from where the product was purchased. Please contact our customer support team at the details provided below for any support. You will need to provide proof of purchase (bill/invoice) and evidence of the issue (photographs/videos).

Our customer support team will review your request and may contact you for further details or clarification.

4. Return Process and Collection

Upon approval of your return request:

• Website Orders: Our logistics partner will arrange for the pick-up of the eligible product from your delivery address within 3-5 business days of the return request approval. Please ensure the product is securely packed in its original packaging (if available and not damaged) to prevent further damage during transit. 
• You must cooperate with the pick up agent / delivery partner to facilitate pickup within the specified time period during working hours of the day (usually between 09.00 am and 5.00 pm IST) for returns.
• Retail Partner Purchases: Please return the product to the retailer from where the product was purchased. 

Important: Our pick-up personnel will verify the condition of the product as per your claim. If the product does not match the description provided in the return request, the pick-up may be denied.

5. Order Cancellation

5.1. Cancellation by the Customer

You may cancel your order at no cost if the item has not yet been packed for shipping. Once the packing and shipping process has begun, the order cannot be canceled. To request a cancellation, please log in to your account and use the “Cancel Order” option or contact our customer support team at Email- PramonoFoods@Gmail.com or Phone: +91- 83684 48133 during business hours (09.00 am to 5.00 pm from Monday to Friday) with your order number and details.

5.2. Cancellation by the Company

We reserve the right to cancel an order, in full or in part, for various reasons. In such cases, a full refund will be processed for the canceled items. Reasons for which your order may be canceled by us include, but are not limited to:

• Product Unavailability: The ordered product is out of stock or is no longer available.
• Government order: The government has ordered the particular product to be withdrawn for any reason.
• Errors in Pricing or Product Information: A significant error was found in the pricing, description, or other product information.
• Suspicious or Fraudulent Orders: The order failed our security verification checks.
• Invalid Shipping Address: The address provided is incorrect, incomplete, or our courier partners do not serve the specified location.
• Violation of Our Terms and Conditions: The customer’s order or conduct is in violation of our website’s terms of use.
• Force Majeure Events: Unforeseen circumstances beyond our control, such as natural disasters, strikes, prevailing security situation anywhere- either at source from where the product is procured or is processed or packed, or in the transit route, or transit hubs, or at the destination where the product is to be delivered, or other events that make fulfillment of the order impossible, unfeasible, unviable, or unadvisable from a safety, security, financial, logistics or any other relevant perspective.

5.3. Refunds for Canceled Orders

• Processing: For all canceled orders, a full refund will be initiated for the payment received. The refund will be processed to the original payment method used at the time of purchase.
• Timeline: Refunds are typically processed within 15 days of the cancellation. Please note that it may take an additional 2 to 5 days for the refunded amount to reflect in your account, depending on your bank’s or payment provider’s policies. We will notify you via email once the refund has been processed.

5.4. Limitation of Liability

Our liability for any order cancellation, for any reason, is strictly limited to the refund of the payment received for that specific order. We shall not be liable for any other loss or damage, including but not limited to, any indirect, incidental, or consequential damages, loss of profits, or any other losses resulting from the cancellation of the order. By placing an order with us, you acknowledge and agree to this limitation of liability. While we will refund the entire proceeds received by us against the particular order, we are not liable for charges, fees, if any, deducted by your bank/ payment service provider. 

6. Refunds

Once the returned product is received by us and undergoes a quality check to verify the reported issue, we will initiate the refund process.

6.1 Refund Method:

• Prepaid Orders (Credit Card/Debit Card/Net Banking/UPI/Wallets): The refund will be credited back to the original payment method within 5-7 business days after the successful quality check.
• Cash on Delivery (COD) Orders: The refund will be processed via bank transfer to the account details provided by you. This may take upto 15 business days after the successful quality check and receipt of your bank details.

6.2 Return Charges:

• No Return Charges: If the return is due to a damaged, defective, incorrect, or expired product, DTAG will bear all return shipping costs.
• Customer Liable Charges: In certain exceptional cases (e.g., if a return is accepted outside the standard policy as a goodwill gesture, or if the customer provides incorrect return information leading to multiple pick-up attempts), a return shipping fee will be deducted from the refund amount. This will be communicated to you while processing the refund.

7. Minimizing Returns and Costs

To reduce the instances of returns and associated financial costs to us and to you, we implement the following measures:

• Detailed Product Descriptions: Providing accurate and comprehensive product descriptions, ingredients, nutritional information, and clear images on www.pramono.shop  to set clear customer expectations.
• Quality Control: Implementing stringent quality control checks at every stage of manufacturing, packaging, and dispatch to ensure products meet our high standards.
• Secure Packaging: Using robust and appropriate packaging to minimize transit damage.
• Clear Expiry Dates: Ensuring prominent display of “Best Before” or “Expiry” dates on all products.
• Customer Education: Providing clear instructions on product storage and handling to maintain freshness and quality.
• Prompt Customer Support: Addressing customer queries and concerns promptly to resolve issues before they escalate to a return.
• Feedback Mechanism: Utilizing customer feedback from returns to identify recurring issues and implement corrective actions in our product and logistics processes.
• Internal Audits: Regularly auditing our return data to identify patterns and areas for improvement.

8. Grievance Redressal

In case of any dispute or dissatisfaction with the return and refund process, you may escalate your concern to our Grievance Officer.

Grievance Officer:

Name: Subhash
Email: PramonoFoods@gmail.com
Contact Number: +91- 83684 48133

9. Contact Us

For any questions regarding this Return and Refund Policy, please contact our customer support:

DTAG Private Limited

Email: PramonoFoods@Gmail.com
Phone: +91- 83684 48133
Registered office: E-44/3, First Floor, Okhla Industrial Area, Phase- III New Delhi- 110020, India.