Return & Refund

Return & Cancellation Policy

Last Updated: July 2026

At URHUL, we are committed to delivering fresh, high-quality, and hygienically packed food products to our customers. Customer satisfaction is our priority, and we make every effort to ensure that your order reaches you in perfect condition.

As we deal with perishable and consumable food products, our Return & Cancellation Policy is designed in accordance with food safety and hygiene standards. We encourage customers to read this policy carefully before placing an order.

1. Order Cancellation

✔ Allowed: Before Dispatch

Customers may request to cancel their order only before it has been processed or dispatched from our warehouse.

If you wish to cancel your order, please contact our customer support team as soon as possible through our registered email address or customer care number.

If the cancellation request is approved before dispatch, any prepaid amount paid by the customer will be refunded through the original payment method within the applicable processing time.

✘ Not Allowed: After Dispatch

Once the order has been packed, processed, or handed over to the courier partner for delivery, cancellation requests cannot be accepted.

2. Return Policy

⚠️ Strictly No Returns on Delivered Food Products

Since URHUL deals in food products, we follow strict hygiene and food safety guidelines. For the safety of all customers, we do not accept returns of delivered food products once they have been delivered successfully.

This policy helps maintain product quality, freshness, and compliance with food safety regulations.

Returns will not be accepted for reasons such as:

Change of mind
Personal taste or preference
Ordering the wrong product or quantity
Delay caused by incorrect delivery address provided by the customer
Product opened or partially consumed by the customer

3. Replacement Eligibility

Although returns are not accepted, customers may be eligible for a replacement under the following circumstances:

📦 Transit Damage Product received is damaged during transit.

💧 Package Leaking The package is leaking or broken upon delivery.

🔄 Wrong Item A wrong product has been delivered or is significantly different.

❌ Unusable Condition Received in an unusable condition due to shipping damage.

*Replacement requests are subject to verification by the URHUL support team.

4. Reporting & Verification Process

⏱ Reporting Window: Within 24 to 48 Hours

If you receive a damaged, leaking, or incorrect product, please notify us within 24 to 48 hours of receiving your order.

Kindly provide the following details for verification:

Order Number & Customer Name
Contact Number
Clear photographs of the product, outer packaging, and shipping label
A brief description of the issue

Requests submitted without supporting photographs or after the specified time period may not be eligible.

5. Verification Outcome: After receiving your complaint, our quality assurance team will review it. We will inform you of the outcome via email, phone call, or WhatsApp. URHUL reserves the right to approve or reject requests based on evidence.

6 & 7. Replacement & Refund Policy

Replacement Process: If approved, a replacement product will be shipped at no additional cost. If the same product is unavailable, we may offer a suitable alternative or process a refund.

Refunds are generally issued only in the following situations:

Cancellation approved before dispatch.
Replacement is not possible due to product unavailability.
Duplicate payment made by the customer / Deduction without order confirmation.

Approved refunds will be processed through the original payment method. The actual credit timeline depends on your bank or financial institution.

8. Non-Eligible Cases

Replacement or refund requests will not be accepted under the following circumstances:

Product has been opened or consumed.
Customer does not like the taste or flavor.
Minor variation in color, texture, or appearance due to the use of natural ingredients.
Incorrect storage or damage caused by mishandling after delivery.
Complaint raised after the specified reporting period.
Incorrect shipping address or contact details provided by the customer.

9 & 10. Quality Assurance & Customer Responsibilities

Every URHUL product undergoes quality checks before dispatch to maintain freshness and hygiene during transportation.

Customers are requested to responsibly follow these guidelines:

Inspect the package immediately upon delivery and report visible damage.
Store the product according to the storage instructions mentioned on the packaging.
Keep the original packaging until the issue is resolved.
Provide accurate delivery information while placing the order.

11 & 12. Limitation of Liability & Updates

Limitation of Liability: URHUL shall not be held responsible for losses arising from incorrect details provided by the customer, courier delays, or improper storage after delivery. Our liability is strictly limited to the value of the affected product only.

Policy Updates: URHUL reserves the right to modify or update this policy at any time without prior notice. Changes become effective immediately upon publication.