A2 Gir Cow Cultured Ghee 1 Ltr

At Qala, customer satisfaction is important to us. As our products are carefully packed and dispatched after quality checks, we do not accept returns or offer refunds once an order has been confirmed.

However, in the following situations, we will be happy to assist and provide a fair resolution.

## 1. Damaged Product

If you receive a damaged product, Qala must be notified within *2 days of delivery* by emailing *[info@qala.com](mailto:info@qala.com)*.

### Please include:

* Order Number
* Image of the invoice
* One clear image of the outer packaging/box
* Two clear images of the damaged product
* Unboxing video showing the damage

### Resolution:

* The affected product will be replaced and re-shipped within *7–10 business days*.
* For orders containing multiple products, only the damaged item will be eligible for replacement.
* Our team will review the details and provide a suitable solution.

All emails will be responded to within *24–48 hours*, and full assistance will be provided thereafter.

---

## 2. Missing Product

If any item is missing from your order, Qala must be notified within *2 days of delivery* by emailing *[info@qala.com](mailto:info@qala.com)*.

### Please include:

* Order Number
* Image of the invoice
* One clear image of the outer packaging/box
* Two clear images of the opened package
* Unboxing video showing all items received

### Resolution:

* Refund requests for missing products cannot be accepted.
* The missing product will be re-shipped promptly after verification.

All emails will be responded to within *24–48 hours*, and full assistance will be provided thereafter.

---

## 3. Spoiled or Defective Product

If you believe a product is spoiled or defective, please notify Qala within *2 days of delivery* by emailing *[info@qala.com](mailto:info@qala.com)*.

### Please include:

* Order Number
* Packaging or manufacturing date
* Clear photographs or videos of the product

### Important Note:

Our products are made using natural ingredients, and variations in taste, texture, colour, or aroma may occur. Such natural variations are not considered defects and therefore do not qualify for returns or replacements.

### Resolution:

* Each case will be carefully reviewed and investigated.
* If a genuine product issue is identified, a replacement will be provided.
* We are committed to ensuring a fair and satisfactory outcome for every customer.

All emails will be responded to within *24–48 hours*, and full assistance will be provided thereafter.

---

## General Policy

* Orders cannot be cancelled once confirmed and processed.
* Refunds are not provided for confirmed orders.
* Replacements are offered only for verified cases of damaged, missing, or defective products.
* Qala reserves the right to request additional information before processing any replacement request.
* The company's decision after investigation shall be considered final.

For any assistance, please contact us at *[info@qala.com](mailto:info@qala.com)*.

At Qala, we strive to ensure that your orders are delivered safely and on time. Please review our shipping policy below before placing your order.

## Free ShippingFree shipping is applicable only when specifically mentioned as part of promotional campaigns, special offers, or ongoing marketing programs. Unless otherwise stated, standard shipping charges may apply.
## Shipping InformationTo ensure smooth delivery of your order, please provide:

* Complete postal address
* Correct PIN code
* Valid email address
* Active contact number

Customers are requested to carefully verify their shipping details before completing the order, as incorrect information may lead to delivery delays.

## Order Processing & Dispatch* If the ordered product is available in stock, it will be packed and dispatched within *3 working days* from the date of order confirmation.
* If any product is temporarily out of stock, it may be produced or sourced before dispatch. In such cases, the order will be dispatched within *10 working days* from the date of order placement.
* Customers will be informed in case of any extended processing timelines.
## Delivery TimelineOur courier partners generally deliver shipments between:

*Monday to Saturday: 9:00 AM to 7:00 PM*

Working days exclude Sundays and public holidays.

Please note that delivery timelines are estimates and may be affected by circumstances beyond our control, including:

* Weather conditions
* Transportation disruptions
* Courier delays
* Strikes or public restrictions
* Natural disasters or unforeseen events

## Order TrackingOnce your order has been dispatched, tracking details will be shared with you via email and/or SMS. We request your patience until the shipment is handed over to our logistics partner.

## Contact UsFor any shipping-related queries or assistance, please contact our customer support team at:

*Email:* [info@qala.com](mailto:info@qala.com)

We are committed to providing timely assistance and ensuring a seamless shopping experience.