Effective Date: 12.11.2025

Thank you for shopping at Naturanna. We are committed to offering high-quality, organic food products delivered fresh to your doorstep. Your satisfaction is important to us. This Return and Refund Policy outlines the procedures and terms under which returns, replacements, and refunds may be processed. Please read it carefully before making a purchase.

1. Non-Returnable, Non-Replaceable, Non-Exchangeable and Non- Refundable Items

Products once delivered and services once fulfilled by Naturanna are non-returnable, non-replaceable, non-exchangeable, and non-refundable, except in the following cases:
(a) if the product is damaged, defective, expired at the time of delivery, or incorrectly delivered; and
(b) if the return, refund, replacement, or exchange policy specifically applicable to the relevant product or service expressly permits such action under defined circumstances.

In such cases, requests will be processed strictly in accordance with the terms, conditions, and timelines outlined in the respective policy.

2. Reporting Damaged Defective, Expired or Incorrect Deliveries

We strive to ensure all orders reach you in perfect condition. However, if your order arrives damaged, incomplete, or incorrect:

• You must raise a complaint within 2 hours of receiving your delivery.
• Complaints can be submitted by emailing customercare@naturannaorganic.com or calling us at +91 9230976024.
• When contacting us, please include:
• Your order number
• Photographs clearly showing the damaged product(s)
• A detailed explanation of the issue

We will initiate an internal review and inform you of the resolution process as soon as possible.

3. Replacements

For verified and approved complaints related to damaged or incorrect items, we offer replacements only. Please note the following conditions:

• Replacements will be made only if the exact product is available in stock. If the same product is unavailable, we may offer an alternative, a store credit, or a refund at our discretion.
• Delivery of the replacement item will be scheduled for the earliest available delivery slot on the same day.
• If no slots are available on that day, delivery will be made in the next earliest slot on the following day.
• Replacements are provided free of cost, including delivery, provided the complaint is valid and submitted within the stipulated timeframe.

4. Refunds (If Applicable)

Refunds are granted only under exceptional circumstances and are subject to the approval of our customer service team. If a refund is approved:

• It will be processed within 5 to 7 working days from the date of approval.
• Refunds are initiated only after any returned products (if required) are received and inspected to verify compliance with our policy.

Important Notes:

• No refunds will be issued for orders placed through Cash on Delivery (COD).
• In such cases, if a refund is warranted, it will be issued in the form of a store credit (credit/ coupon/ promotional code) equal to the value of the approved refund amount. This store credit can be applied toward future purchases on our Website and will be valid for 60 days from the date of issue.
• Refunds for orders paid via digital payment methods (e.g., credit/debit cards, UPI, wallets) will be credited back to the original payment method.

6. Order Cancellation

(a) any cancellation or attempted cancellation of an order by customer; or
(b) any cancellation arising from reasons not attributable to Naturanna
shall be treated as a breach of these Terms, and any such request will be subject to Naturanna’s sole discretion and acceptance.

Refunds for permitted cancellations will be handled as follows:

• If the order is cancelled before dispatch: The entire amount paid will be refunded in full.
• If the order is cancelled after dispatch:
•  The refund will be processed after deducting applicable delivery and convenience charges.

Refunds, where applicable, may be issued in the form of promotional codes, coupons, or credits, which can be redeemed against future purchases on the Naturanna platform, subject to applicable terms, including validity period.

Orders may also be cancelled by Naturanna in the following situations:

• Suspected fraudulent activity by the customer
• Violation or non-compliance with these Terms
• Unavailability of the ordered product(s)
• Technical issues or logistical difficulties beyond Naturanna’s control

In such cases, Naturanna will initiate a refund, if applicable, within approximately 72 hours.

While Naturanna makes every effort to ensure the accuracy of product availability, specifications, and pricing, occasional discrepancies may arise due to technical errors, typographical mistakes, or incorrect information from third-party vendors. If such issues are identified, Naturanna reserves the right to cancel the affected order and, if payment has already been made, process a refund, as per the applicable terms.

Naturanna also reserves the right to deny access to users who do not comply with our policies or are found engaging in fraudulent transactions, including cancelling any future orders placed by them.

7. Store Credit

“Store credit” refers to credit/ coupon/ promotional code granted to the user, which will be reflected in the unique code provided by Naturanna to the respective customer. This store credit does not constitute a cash refund and will not be transferred to the user's bank account, card, or paid out in cash under any circumstances.

Store credit may be categorized as either transactional or promotional, and users will be eligible for store credit only if explicitly specified by Naturanna.

Naturanna reserves the right to withdraw, suspend, modify, or cancel store credit offers at any time, without prior notice or liability, and without prejudice to any of its other rights.

Store credit will typically reflect in the user’s Naturanna account within 24 to 48 hours of the eligible transaction. For some promotional codes, it may take up to 7 working days from the date of delivery for the credit to appear.

Unless otherwise specified:

• Transactional store credit will remain valid for 60 days from the date of issuance.
• Promotional store credit will remain valid for 60 days from the date of issuance.

Store credit, promotional codes, and discount coupons may not apply to all products or services, and exclusions will be determined by Naturanna from time to time. Please refer to specific offer terms for details.

Naturanna does not endorse or promote the purchase of any product or service solely based on the availability of store credit.

8. General Conditions

• We reserve the right to deny any request for return, replacement, or refund if the complaint is submitted beyond the applicable time limit or lacks necessary evidence.
• Our decisions in response to complaints or refund requests shall be final and binding.
• This policy is subject to change without prior notice, and any updates will be published on this page.
• All refunds shall be made in Indian Rupees only.

7. Contact Us

If you have any questions or concerns regarding this Return and Refund Policy, or if you would like to initiate a complaint, please reach out to us via the following:

Natureway Organic Fresh
Email: customercare@naturannaorganic.com
Phone: +91 9230976024
Address: 79/10, KK Majumdar Road, Kolkata - 700075

We appreciate your trust in Naturanna and thank you for your continued support.