Return & Refund Policy

Last updated: 4 November 2026

Our products are food items. For reasons of hygiene and food safety, we cannot accept returns of opened or used products, or returns because you changed your mind. But if something is wrong with your order, we will make it right.

1. When we offer a replacement or refund

  • You received a damaged, leaking or broken product.
  • You received the wrong product, wrong variant or wrong pack size.
  • An item is missing from your order.
  • The product is expired or past its best-before date at delivery.
  • The product has a genuine quality issue, such as contamination or an unusual smell, in an unopened or freshly opened pack.

2. When returns are not accepted

  • Products that have been opened, used or partly consumed (except for a genuine quality issue reported immediately).
  • Products damaged after delivery due to improper storage.
  • Requests made more than 48 hours after delivery.
  • Change of mind, taste preference or ordering by mistake.
  • Products bought on clearance or marked “non-returnable”.

3. How to raise a request

  1. Contact us within 48 hours of delivery by email at info@rocioindustries.com or on WhatsApp at +91 89806 66070.
  2. Share your order number, a short description of the problem, clear photos of the product, label (batch number and dates) and outer box, and an unboxing video if available.
  3. Our team will review your request within 2 working days and confirm the next step. In some cases we may arrange a reverse pickup of the product.

4. Replacement or refund

  • Once your request is approved, you can choose a replacement (subject to stock) or a refund.
  • Prepaid orders: refunds go back to the original payment method within 5–7 working days of approval. Your bank may take a few more days to show it.
  • COD orders: refunds are made by bank transfer (NEFT/IMPS) or UPI to the details you share with us, within 5–7 working days of approval.
  • For an approved request, you will not be charged any shipping cost for the replacement or return.

5. Refunds for cancelled or undelivered orders

For cancelled orders, see our Cancellation Policy. For orders returned to us as undeliverable, see our Shipping & Delivery Policy.

6. Wholesale and distributor orders

Returns for B2B orders are governed by the terms agreed in the distributor or wholesale agreement.

7. Contact

Email info@rocioindustries.com or WhatsApp +91 89806 66070. If you are not satisfied with our response, you can contact our Grievance Officer.