Returns & Refunds Policy

Effective from: 01/12/2020
Last updated: 28/07/2025

At Georgina’s Kitchen, we are committed to delivering high-quality, carefully formulated products to support your dog’s health. This policy outlines the terms and conditions for returns, cancellations, and refunds in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

1. Applicability

This policy applies only to purchases made through our official website: www.georginaskitchen.com.
Products purchased via third-party platforms or resellers are not covered under this policy.

2. Return Eligibility

You may request a return or replacement if:

• The product was delivered in a damaged, leaking, or tampered condition.

• The product is expired, defective, or not as described.

• You received an incorrect item.

Conditions:

• Return requests must be initiated within 7 days of delivery.

• Products must be unused, unopened, and in their original packaging.

• A valid proof of purchase (order number or invoice) is required.

• All claims must include clear photos and/or an unboxing video of the issue.

Please note: We do not accept returns or offer refunds for opened food packs/tins/ jars or supplement products unless there is a verified product defect or safety concern.

3. Unboxing Video Requirement

To process any claims involving damage, leakage, missing items, tampering, or product quality, an unboxing video is strongly recommended and may be required.

The video must:

• Start before the package is opened.

• Clearly show the outer packaging, shipping label, seals, and the unboxing process.

• Clearly document the issue with the product.

Claims submitted without an unboxing video may be declined if adequate evidence is not available.

4. Return Process

1. Contact us at contact@georginaskitchen.com within 7 days of delivery.

2. Include:

   • Your order number

   • A brief description of the issue

   • Photos and/or an unboxing video showing the issue

3. Our team will respond within 2 business days.

4. If approved, you will receive return instructions or a pickup will be scheduled.

5. Refund Policy

You are eligible for a refund under the following circumstances:

• The returned item is verified as defective, damaged, incorrect, or undeliverable.

• The item is out of stock or discontinued.

• You cancel your order before it has been dispatched.

Refund Method:

• Refunds will be processed to the original method of payment.

• Refunds typically reflect within 7–10 business days after approval and inspection.

• Processing times may vary based on your bank or payment provider.

6. Cancellations

• Orders can be cancelled within 24 hours of placement or before dispatch, whichever is earlier.

• If the order has already been shipped, it cannot be cancelled and will instead follow the return process if eligible.

7. Non-Returnable Items

Certain items are not eligible for return unless found defective:

• Opened or used food products and supplements

• Items returned without original packaging and invoice

• Products damaged due to misuse or improper storage

8. Shipping Charges for Returns

• If the return is approved due to our error (e.g. incorrect or damaged product), we will bear the cost of return shipping.

• For voluntary returns or order refusals not caused by a product issue, the customer is responsible for return shipping, and original delivery charges will not be refunded.

9. Right to Refuse Service

While we strive to serve all our customers with care, we reserve the right to decline or cancel orders in rare cases where it’s necessary for safety, fairness, or compliance with the law.

• Abusive, threatening, or inappropriate communication toward our team.
• Repeated complaints or dissatisfaction despite replacements, refunds, or reasonable efforts to resolve the issue.
• Misuse of our communication channels, including calls or messages to non-customer service lines.
• Suspected misuse, fraud, or conduct that disrupts our business operations or compromises service quality.

In cases where an order is cancelled under the above grounds, a full refund (including shipping fees, if applicable) will be issued to the original payment method.

10. Your Rights

This policy is framed in compliance with:

• The Consumer Protection Act, 2019

• The Consumer Protection (E-Commerce) Rules, 2020

• The Legal Metrology (Packaged Commodities) Rules, 2011

As a customer, you are entitled to:

• Accurate and transparent product information

• Timely delivery

• Access to a responsive grievance redressal system

• Fair and prompt resolution in case of defective, incorrect, or misrepresented products

11. Grievance Officer

If you have any unresolved concerns, please contact:

Email: contact@georginaskitchen.com
Response Time: Within 48 business hours

12. Policy Changes

We may update this policy periodically to reflect changes in the law or our business operations. The latest version will always be available on our website.