Returns & Refunds
Last updated: 25/08/2026
If something is wrong with what we sent, we want to know. Tell us within 24 hours, and we will fix it. Here is exactly what qualifies, how to reach us, and how fast we move
When to tell us
Within 24 hours of delivery. Dairy does not keep, so the sooner you tell us, the more we can do about it.
How to tell us
Whichever is easiest:
• The Heppu app
• Email: info@heppudairy.com
• Phone or WhatsApp: +91 88841 41163
A photo helps us understand the problem faster, so send one if you can.
What we will replace or refund
Any of these, and we will sort it out:
• The packaging arrived damaged.
• The pouch or bottle was leaking.
• We sent the wrong product.
• Something was missing from your order.
• The product arrived spoiled.
• There is a quality problem we can verify.
What we cannot take back
We have to draw a line somewhere, and dairy makes that line clearer than most:
• Most of the product has already been used
• It was not stored the way the pack says.
• The complaint comes days later.
• Natural variation in dairy that does not affect safety or quality, like curd setting slightly differently in summer
• You changed your mind after it arrived.
• You ordered the wrong thing.
What happens next?
Once you tell us, we look at it and pick the fix that makes sense. That will be one of:
• A replacement on your next delivery
• The amount credited to your Heppu Wallet
• A refund to the card or account you paid from
We will acknowledge your message within 24 hours and tell you the outcome within 3 working days. If we are refunding to your original payment method, that takes 7 to 10 working days depending on your bank.
If we need to look closer
For some quality issues, we will ask you to:
• Send a photo
• Hold on to the product for a day or two so we can inspect it.
• Share the order number and batch details from the pack.
This is not us stalling. It is how we find out whether one pouch went wrong or a whole batch did.
If you are still not happy
Reach out again. Every complaint gets read, and the pattern in those complaints is what tells us what to fix next. We would rather hear it from you than have you quietly stop ordering.
Email: info@heppudairy.com
Phone and WhatsApp: +91 88841 41163