Refund policy

Refund and Cancellation Policy — The Ladoo Katha
Last updated: 10-09-2026
This Refund and Cancellation Policy applies to all orders placed on this website, operated by The Ladoo Katha Foods Pvt Ltd ("we," "us," "our"). It should be read together with our [Terms of Service] and [Shipping Policy].
Because many of our products are freshly prepared, handmade, and perishable (traditional Indian sweets, snacks, and festive items), our returns and refunds process is designed around food safety — please read this policy carefully before placing your order.
1. Order Cancellations
Before dispatch: You may cancel your order free of charge at any time before it has been dispatched/handed over to our courier partner. To cancel, write to us at care@theladookatha.com with your order number, or use the cancellation option in your order confirmation email/account, as available.
After dispatch: Once an order has been dispatched, it cannot be cancelled, as our products are perishable and prepared/packed specifically for your order. You may still refuse delivery, subject to Section 4 (Non-Deliverable/Refused Orders) below.
Order confirmed via Partial COD: We currently offer Partial Cash on Delivery (Partial COD) only, via our checkout partner (GoKwik), and only on select pin codes based on serviceability and risk parameters. This requires you to pay a partial amount online at checkout, with the remaining balance payable in cash/UPI to the courier at the time of delivery. Once an order is confirmed under Partial COD, the same cancellation timelines above apply — the prepaid partial amount is refundable in full if cancelled before dispatch.
We do not charge any cancellation fee for cancellations made before dispatch. If we cancel an order on our end for any reason (e.g., stock unavailability, delivery serviceability issues, or suspected fraud), you will not be charged, and any amount already paid will be refunded in full.
2. Eligibility for Returns and Refunds
Given the perishable nature of our products, we do not accept returns for reasons of personal preference (e.g., "changed my mind," dislike of taste/texture) once an order has been delivered.
You are eligible for a replacement, refund, or store credit (at our discretion) in the following cases only:
Damaged in transit — the product arrives crushed, broken, spilled, or otherwise physically damaged
Defective or spoiled product — the product shows visible signs of spoilage, contamination, or is otherwise unfit for consumption on arrival
Incorrect item(s) delivered — you received a different product, flavour, or quantity than what you ordered
Missing item(s) — one or more items from your order were not included in the package
Order not delivered — the shipment is confirmed lost or undelivered by our courier partner (Shiprocket) despite reasonable follow-up
3. Reporting a Problem — Process and Timelines
To report any of the issues listed in Section 2, please contact us at care@theladookatha.com within 24–48 hours of delivery, along with:
Your order number
Clear photographs/video of the product, packaging, and shipping label (for damaged, defective, spoiled, incorrect, or missing items)
A brief description of the issue
Claims raised after this window may not be eligible for a refund or replacement, given the perishable shelf life of our products.
Our team will review your claim and respond within 2–3 business days. Once approved:
Replacement: We will dispatch a replacement of the affected item(s) at no additional cost, where stock and serviceability allow.
Refund: Where a replacement is not possible or not preferred by you, we will process a refund as per Section 5 below.
We do not require you to ship the product back to us for perishable/food items — please retain the product (unconsumed, where possible) until your claim is resolved, in case further verification is needed.
4. Non-Deliverable / Refused / Unclaimed Orders
If a delivery attempt fails because you refused the order, were unavailable, or provided an incorrect/incomplete address, and the shipment is returned to us via our courier partner (Shiprocket):
We will contact you to arrange a re-delivery (additional shipping charges may apply) or issue a refund of the product value, minus any shipping and RTO (return-to-origin) charges actually incurred, since the product typically cannot be resold once dispatched.
If we are unable to reach you within a reasonable period, we reserve the right to treat the order as cancelled and process a partial refund as above.
5. Refund Method and Timelines
Approved refunds are processed to the original mode of payment used at checkout (card, UPI, net banking, wallet, or via our checkout/payment partner GoKwik), in accordance with applicable Reserve Bank of India (RBI) guidelines.
Refunds are initiated within 5–7 business days of approval.
Once initiated, the amount typically reflects in your account within 5–10 business days, depending on your bank/payment provider's processing timelines — this part is outside our control.
For Partial COD orders, the prepaid online portion will be refunded to the original mode of payment. Any cash/UPI amount collected by the courier at the time of delivery (where applicable, e.g., on a refused or partially fulfilled delivery) will be refunded via bank transfer/UPI to the details you provide, or as store credit, at your preference.
You will receive an email confirmation once your refund has been initiated.
6. Exchanges
We currently do not offer direct product-for-product exchanges (e.g., swapping one flavour or item for another) once an order is placed, except where the item delivered was incorrect, missing, or defective — see Section 2.
7. Bulk, Corporate, and Festive/Gifting Orders
Bulk, corporate gifting, or custom festive orders may be subject to separate cancellation and refund terms communicated to you at the time of order confirmation (e.g., advance payment being non-refundable beyond a certain point due to customization or scale of preparation). Where such terms are provided, they will take precedence over this general policy for that specific order.
8. Contact Us
For any questions regarding cancellations, returns, or refunds, please reach out to:
The Ladoo Katha Foods Pvt Ltd
A-116, Plot No-35, Urbtech, Trade Centre, Sector 132, Maharishi Nagar, Gautam Buddha Nagar, Noida, Uttar Pradesh, India – 201304
Email: care@theladookatha.com