ORDER SUPPORT

Refund and Cancellation Policy

Last updated: 28 July 2026

This Refund and Cancellation Policy applies to products purchased from the Panda Dairy website operated by Panda Dairy Products Private Limited.

Dairy and food products are perishable and sensitive to temperature and storage conditions. Therefore, delivered products are generally not eligible for return due to change of mind.

1. Customer Order Cancellation

A customer may request cancellation before the order is packed, assigned for delivery or dispatched.

Once an order is packed, dispatched or marked as out for delivery, cancellation may not be possible because the products are perishable and delivery resources have already been allocated.

The cancellation option shown on the order page will depend on the current order status.

2. Cancellation by Panda Dairy

We may cancel an order in full or in part because of:

Product or stock unavailability.
Product quality or safety concerns.
Incorrect price or technical error.
Payment failure.
Unserviceable or incorrect delivery location.
Suspected fraudulent activity.
Operational or delivery restrictions.
Events beyond our reasonable control.

Where Panda Dairy cancels a prepaid order, the eligible amount paid for the cancelled products will be refunded to the original payment method.

3. Non-returnable Perishable Products

Due to food-safety and hygiene requirements, delivered dairy and food products cannot ordinarily be returned or resold.

A return, replacement or refund may be considered only for an eligible product issue described below.

4. Eligible Refund or Replacement Cases

A customer may request assistance if, at the time of delivery, the product is:

Leaking or physically damaged.
Delivered with broken or tampered packaging.
Spoiled or unfit for consumption.
Expired at the time of delivery.
Different from the product ordered.
Missing from the delivered order.
Delivered in an incorrect quantity.
Substantially different from the quantity or description shown on the confirmed order.

Depending on stock availability and the nature of the issue, Panda Dairy may offer:

A replacement of the affected product.
A partial refund for the affected product.
A full refund where the complete order is affected.

5. Reporting Time

Product quality, leakage, damage, expiry, wrong-product or missing-product complaints must be reported within 24 hours of delivery.

Complaints made after this period may not be accepted because product quality can be affected by storage and handling after delivery.

6. Evidence Required

To review a complaint, we may request:

Order number.
Customer name and registered mobile number.
Clear photographs or video of the affected product.
Photograph of the product label and batch details.
Photograph of expiry or best-before information.
Photograph of the outer packaging.
Description of the issue.

The product and original packaging should be preserved until the complaint is reviewed, unless our support team advises otherwise.

7. Cases Not Eligible for Refund

A refund or replacement will generally not be provided where:

The customer changes their mind after delivery.
The customer does not like the taste or personal preference.
The wrong product was selected by the customer.
The issue resulted from incorrect refrigeration, storage, handling or consumption after delivery.
The product was consumed substantially before the complaint was raised.
The customer provided an incorrect address, map location or contact number.
The customer or authorised recipient was unavailable to accept delivery.
The complaint was submitted without sufficient information or evidence.
The complaint was submitted after the applicable reporting period.

8. Payment Deducted but Order Not Confirmed

If payment is debited but the order is not successfully created or confirmed, the payment may be automatically reversed by the bank or payment provider.

If the amount is not reversed within seven working days, the customer should contact us with:

Payment date and amount.
Registered phone number or email address.
Razorpay payment ID, bank reference or UPI reference.
Screenshot of the debit entry, where available.

9. Refund Review

Each request will be reviewed using the order information, delivery record, photographs, product information and other relevant evidence.

Submission of a request does not automatically guarantee a refund. We will communicate whether the request has been approved, rejected or requires additional information.

10. Refund Amount

The approved refund may include the price paid for the affected product.

Delivery or handling charges may be refunded where the entire order failed because of an issue attributable to Panda Dairy.

Discounts, promotional benefits and coupons may be adjusted based on the final eligible order value.

11. Refund Processing

Approved refunds will normally be initiated within two working days after approval.

The amount will be refunded to the original payment method used for the transaction.

Normal refunds generally take approximately five to seven working days to reflect after initiation. Actual credit time may vary depending on Razorpay, the customer’s bank, card issuer, UPI provider or wallet provider.

12. Partial Refunds

When only one or some products in an order are affected, we may issue a partial refund for those products rather than cancel or refund the complete order.

13. Refund Reference

Where available, the customer may be provided with a refund ID, ARN, RRN or other reference after the refund has been processed.

14. Chargebacks and Duplicate Refunds

Customers must not seek duplicate recovery for the same transaction through Panda Dairy, Razorpay and their bank.

If a bank dispute or chargeback has already been initiated, the refund may be handled through the applicable bank or payment network process.

15. How to Request Assistance

Refund, cancellation and product-quality requests can be submitted through the order page or by contacting.

Panda Dairy Products Private Limited
Email: info2panda@gmail.com
Phone: 9848972999
Support hours: 9:00 AM to 7:00 PM