Cancellation & Refund Policy
When you can cancel, what we do about a shortage or a broken bottle, and how and how quickly you get your money back. Beverages are perishable, dated stock, so this policy is stricter than a general-goods returns policy — and says so plainly.
1. The short version
Cancel free of charge any time before we confirm your order. After confirmation, call us — we will usually still help. Check every delivery before the vehicle leaves: shortages, breakages and wrong items are put right on the spot or credited, but must be raised at the time of delivery. Money paid online is refunded to the same account, normally within 5 to 7 working days.
2. Cancelling your order
Before we confirm — free, no questions
An order you have sent but which we have not yet confirmed can be cancelled by you at any time, at no cost. Open the order in the app and tap to cancel, or call us. Nothing has been allocated or loaded at this stage, so there is nothing to unwind.
After we confirm — call us
Once we confirm, stock is taken out of the godown for you and may already be made up into a load. You cannot cancel a confirmed order in the app, but you can call us and we will do what we reasonably can:
- Not yet loaded — we will normally cancel or reduce it at no charge.
- Loaded but not dispatched — we will normally cancel it, and may ask you to take the order on your next delivery day instead.
- Out for delivery — it is on a vehicle, on a route. If you refuse it at the shutter we may charge the delivery cost of that trip, and any delivery charge already applied is not refunded.
Repeatedly cancelling confirmed orders, or refusing deliveries, may lead us to ask for payment in advance or to suspend the account.
3. When we cancel
We may cancel an order, in whole or in part, if:
- an item ran out between your order and our confirmation call;
- we cannot reach you by phone to confirm;
- the order is below the minimum for your delivery area;
- your address turns out to be outside our delivery area;
- a rate was displayed in obvious error;
- your account is overdue or suspended; or
- something outside our control prevents delivery.
We will tell you why. If you have already paid, you get a full refund of the cancelled part, including any delivery charge if the whole order is cancelled. We do not charge a cancellation fee when the cancellation is ours.
4. Checking the delivery
This is the single most important paragraph on this page. Please check the load before the vehicle leaves your shop. Count the cases, look at the crates, and check the dates. Our delivery staff will wait while you do.
Anything you raise at that moment — a case short, a broken bottle, the wrong size, stock too close to its date — is dealt with there and then: replaced on the spot if we have it on the vehicle, taken back, or credited to your account.
Once the vehicle has left, we cannot tell a transport breakage from a shop-floor one, so claims for shortage or breakage must be raised at the time of delivery. A quality problem inside a sealed pack is different, and is covered below.
5. What we take back
| Situation | What we do | Raise it |
|---|---|---|
| Short delivery | Deliver the balance, or credit or refund it | At delivery |
| Breakage in transit | Replace from the vehicle, or credit or refund | At delivery |
| Wrong item, brand or size sent | Take it back and correct the order | At delivery |
| Leaking or damaged pack | Take it back, replace, credit or refund | At delivery |
| Past its best-before date on arrival | Take it back and replace, credit or refund in full | At delivery, or within 48 hours |
| Sealed pack with a manufacturing fault | Take it back, and pass the claim to the manufacturer. Credit or refund once assessed | Within 7 days of delivery |
| Charged the wrong rate | Correct the invoice and refund or credit the difference | Within 7 days of the invoice |
| A recall by the manufacturer | Collect the affected stock and refund it in full, whatever the dates above say | As soon as we notify you |
Goods being taken back must be in their original case or crate, unopened, with the pack intact and any labels in place.
6. What we cannot take back
These are not us being difficult — a wholesaler cannot resell stock whose history it does not know, and food-safety law does not allow it.
- Stock that has sold slower than you hoped. We do not take back correctly supplied goods because they did not move. Order to the minimum first and build up.
- Opened, part-used or broken packs, or loose bottles taken out of a case.
- Goods stored badly — in direct sun, in heat, or in wet conditions — or damaged after delivery.
- Goods that have gone past their date in your shop, as opposed to arriving that way.
- Re-labelled, decanted or tampered-with goods.
- Shortage or breakage raised after the vehicle has left, as explained above.
- Delivery charges on a completed delivery, and the trip cost of an order refused at the shutter.
Where a claim falls outside this policy, we would still rather hear it than lose a customer. Call us and we will look at it on its facts.
7. How refunds are made
Refunds always go back the way the money came, so that both sides have a clean trail:
| You paid by | You are refunded by |
|---|---|
| Online payment in the app | Reversed through the payment gateway to the same card, UPI ID or bank account |
| UPI or bank transfer | Bank transfer to the account the payment came from |
| Cash on delivery | Cash adjustment at the time, or a credit on your account applied to your next invoice |
| On credit (not yet paid) | A credit note reducing the invoice — no money moves |
You may ask for an account credit instead of a refund, which is immediate. We will not force a credit on you in place of a refund you are entitled to.
8. Refund timelines
| Step | How long |
|---|---|
| We acknowledge your claim | Same working day, or the next one |
| We decide it | Within 2 working days. Claims needing a manufacturer assessment can take up to 15 working days, and we will keep you posted |
| We initiate the refund | Within 2 working days of approving it |
| Money reaches you — online payment | 5 to 7 working days from initiation |
| Money reaches you — bank transfer | 2 to 5 working days from initiation |
| Account credit | Immediate, applied to your next invoice |
| Cancelled before dispatch, paid online | Initiated within 1 working day; 5 to 7 working days to reach you |
We do not deduct any processing or handling fee from a refund. You get back what you paid for the goods concerned.
9. Failed and duplicate payments
- Payment failed but money left your account. This is usually the bank holding an authorisation that has not been captured, and it reverses itself within 5 to 7 working days. If it has not, send us the reference and we will chase the gateway with you.
- Charged twice for one order. Tell us and we will refund the duplicate in full, initiated within 1 working day of confirming it.
- Paid but no order appeared. Nothing is lost. Send us the payment reference; we will either raise the order or refund the payment, whichever you prefer.
10. Crate and jar deposits
- Deposits on returnable crates, glass bottles and 20 litre jars are refunded or credited when the empties come back in reusable condition.
- Empties are counted at your shop at the time of collection and recorded on your account. Please check the count then.
- Broken, missing or unusable returnables are charged at our current replacement rate and no deposit is refunded on them.
- When you close your account, return the empties and we settle the outstanding deposit with your final invoice.
11. How to raise a claim
At delivery — tell the delivery staff before the vehicle leaves. That is the fastest route and needs nothing in writing.
Afterwards — call +91 76108 11113 or email neemkaralisales@gmail.com with:
- your shop name and registered mobile number;
- the order number, which is on your invoice and in the app;
- which item, and how many cases;
- what is wrong; and
- a photograph, if there is something to see. It settles most claims in one message.
If you are not satisfied with our decision, ask for it to be reviewed by the owner. We would much rather settle a disagreement over the phone than lose your business over a case of soda.
12. Contact
Neem Karoli Sales Corporation Private Limited
Plot No. 219, Parshvnath Enclave Vistar, Vatika, Bagru, Sanganer,
Jaipur, Rajasthan 303905, India
Phone: +91 76108 11113 (Mon–Sat, 9 AM – 7 PM IST)
Email: neemkaralisales@gmail.com
This policy sits alongside our terms and conditions and shipping and delivery policy.