Our Return Policy

01.Return Window

You may request a return within 3 (three) business working days from the date of delivery of your order. Requests raised after this 3-day window will not be eligible for return, refund, or replacement under any circumstances.

Business working days exclude Sundays and Indian public holidays. The 3-day window begins the day after the product is delivered to your registered address.

02.Eligible Reasons for Return

We will accept returns for the following reasons only:

• Product received in a damaged or leaking condition
• Wrong product delivered (different from what was ordered)
• Tampered or broken seal on the packaging at the time of delivery
• Product is significantly different in quantity, variant, or description from the listing
• Genuine quality concerns — off odour, unusual colour, or visible foreign matter (subject to inspection)
• Product is expired or close to expiry at the time of delivery

03.Share Proof — Photo Required

To process any return, we require clear photo proof of the issue. This helps us verify the claim quickly, take corrective action with our packing and logistics partners, and process your refund or replacement without delay.

Photos must be original, clear, and well-lit. Returns cannot be processed without valid photo proof. Submitting fake, edited, or unrelated images will result in immediate rejection of the request.

04.How to Initiate a Return

• Step 1. Contact us within 3 business working days of delivery using any of the channels below.
• Step 2. Share your order number, registered phone number, the reason for return, and the required photo proof.
• Step 3. Our team will review your request and respond within 24 hours (working days) with the next steps.
• Step 4. Once your return is approved, we will arrange pickup or share return-shipping instructions.

05.Refund & Replacement

After your return is approved and the product is received back (or, in some cases, after photo proof is verified), you will be offered the following choice:

• Free Replacement — we will ship a fresh unit of the same product at no additional cost.
• Full Refund — the amount will be credited to your original payment method within 7 to 10 business working days from the date of refund approval.

Bank or UPI processing time depends on your provider and is beyond our control. For Cash-on-Delivery orders, refunds will be made by bank transfer or UPI to an account specified by you.

06.What We Cannot Accept

Returns will not be accepted in the following situations:

• Requests raised after 3 business working days of delivery
• Products that have been opened, used, or partially consumed, unless a clear quality defect is evident and supported by photo proof
• Damage caused due to mishandling, improper storage, or accidents after delivery
• Requests without valid photo proof
• Products without their original packaging, label, batch number, or seal
• Minor variations in colour, taste, aroma, or texture that are natural to cold-pressed oils, stone-ground flours, and traditional grains (these are not manufacturing defects)

07.Order Cancellation

Orders may be cancelled free of charge before they are shipped. Once an order is dispatched, the cancellation request will be treated as a return request and the standard return policy above will apply.

08.Policy Changes

Nival, operated by White Pearl Farmer Producer Company Limited, reserves the right to amend this Return Policy at any time without prior notice. The policy in effect on the date of your order will apply to that order. All disputes are subject to the jurisdiction of courts in Basti, Uttar Pradesh.