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Refund Policy

Clear guidance on refunds, replacements, and cancellations

Refund support

Fair and practical resolution for order issues

We want customers to feel confident ordering from Okhliwali. If an order arrives damaged, incorrect, defective, or qualifies under our return conditions, we will review the request and help with a replacement, refund, or another suitable resolution based on the situation.

When a refund may be approved

  • You receive a wrong item, damaged product, or defective product.
  • The product qualifies under the applicable return policy and is approved after review.
  • A prepaid order is cancelled by us before dispatch or cannot be fulfilled for operational reasons.

When a refund may not apply

  • Opened food products may not qualify unless they were delivered damaged, defective, or incorrect.
  • Items marked non-returnable, exchange-only, clearance, or final-sale may not be eligible for standard refunds.
  • Requests raised outside the applicable reporting window may be declined depending on the case.

Refund timelines

  • UPI, card, and Razorpay refunds are usually processed to the original payment source within 5 to 7 business days after approval.
  • COD refunds are generally processed by bank transfer or UPI within 7 to 10 business days after approval.
  • Actual credit time can vary depending on payment partner or banking delays.

Cancellation policy

Orders may usually be cancelled before dispatch. After dispatch, cancellation may not be possible, but return or replacement support may still apply depending on item condition, product type, and the reason for the request.

How refund review works

We keep the process simple so customers know what to expect and how to move quickly from issue reporting to resolution.

1

Contact us

Share your order ID, issue details, and photos over email or the contact page.

2

Review

We review product condition, order details, and the policy applicable to your item.

3

Approval

If approved, we confirm whether the next step is replacement, refund, or another resolution.

4

Processing

The refund is processed through the applicable payment route and we update you accordingly.

Start a refund or issue request

For faster support, include your order ID, a short explanation of the issue, and clear product or package photos in your first message.

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