This Return 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.
Due to the perishable nature and strict hygiene standards associated with food products, we have specific conditions for returns:
● 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.
● If you receive a product different from what you ordered (e.g., wrong item, wrong flavour, wrong quantity).
● If the product delivered has passed its “Best Before” or “Expiry” date at the time of delivery.
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.
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.
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.
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.
● 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.
Once the returned product is received by us and undergoes a quality check to verify the reported issue, we will initiate the refund process.
5.1 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.
5.2 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 may be deducted from the refund amount. This will be communicated to you in advance.
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.
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
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.
