Refund & Replacement Policy

1. Coverage of This Policy

This policy applies to all Barmilko retail orders delivered within Lucknow, including scoops, cones, cups, ice bars, family packs (small bricks of 750 ml) and party packs (large bricks of 3.5 litres). It covers quality issues that occur before the product is handed over to you or during the delivery itself. Once an order has been successfully handed over at your doorstep and taken into your possession, we can only cover issues that were visible at the time of handover or reported to us immediately.

1.1 What We Cover

• Melted or refrozen product — ice cream that arrives fully or partially melted with visible ice crystal formation.
• Damaged packaging — cups, cones, bars or bricks with torn, crushed or leaking packaging on arrival.
• Wrong items — a flavour or pack size different from what you confirmed on WhatsApp.
• Short delivery — missing items from a multi-pack or bulk order.

1.2 What We Do Not Cover

• Product softened or spoiled after successful handover because it was left at the doorstep or outside a freezer.
• Change of mind, taste preference or ordering the wrong flavour yourself.
• Damage caused during transport by you, or after the order left our storage.
• Any issue reported later than the timelines mentioned in section 3, unless there was a genuine delay in reporting.

2. Eligibility & Reporting

To be eligible for a replacement or refund, you must report the issue within the window specified below and provide basic order information so our team can verify the delivery. We will never ask for your card details, OTP or bank password to process a refund.

2.1 How to Report an Issue

• WhatsApp: message +91 9211330066 with your order number and a photo of the product.
• Email: write to hello@barmilko.com with your order details.
• Call: contact our support number shared on the WhatsApp business profile during working hours.

2.2 Information Needed

Please keep your WhatsApp order conversation reference, the delivery address and a clear photo showing the issue. A photo helps us resolve your request faster and fairly.

3. Reporting Timelines

For the best possible resolution, please report quality issues as soon as you receive your order:

• Melted or damaged items: within 1 hour of delivery.
• Wrong or missing items: within 24 hours of delivery.
• Bulk and event orders: within 24 hours of scheduled delivery time.

Requests made after these timelines may still be reviewed at our discretion, particularly for large orders where unpacking takes longer.

4. Resolution Options

Depending on the nature of the issue and availability, we offer one of the following:

• Replacement — a fresh batch of the same items is delivered at no extra cost, subject to flavour and slot availability.
• Refund — the amount for the affected items is refunded to your original payment method.
• Store credit — for bulk or event orders, a credit equivalent to the affected value can be applied to a future order.

4.1 Which Option Do You Get?

A replacement is our preference when the flavour is available, because we know you ordered Barmilko to enjoy it. If the item is out of stock or a replacement cannot be scheduled the same day, we will issue a refund. The decision is made by our team after verifying your request and will be communicated to you on WhatsApp.

5. Refund Timeline & Process

5.1 How Long Refunds Take

• Once approved, a UPI or card refund is initiated within 24 hours.
• Funds typically appear in your account within 3 to 7 business days depending on your bank.
• Cash on Delivery orders are refunded via UPI or bank transfer shared by you.

5.2 Refund Amount

You receive the full amount paid for the affected items, including any proportion of delivery charges attributable to those items. We do not deduct any processing fee for eligible refunds.

6. Replacement Delivery

When a replacement is approved, we schedule it in the next available delivery slot, usually within 24 hours for Lucknow locations. The replacement is delivered through the same cold chain and includes any instructions you provided. If you are not available to receive the replacement, the slot may be moved once; repeated unavailability may convert the request to a refund at our discretion.

7. Bulk & Event Orders

For weddings, parties, corporate events and festival orders, the advance paid is used to reserve production capacity and raw materials and is non-refundable except as required by law. If a quality issue arises at the event, report it within 24 hours with photos. Depending on feasibility, we will offer a refund or credit for the affected value, or a partial re-delivery if stock allows. Event-specific terms agreed in your written quotation take precedence over this policy where they differ.

8. Contact for Refunds & Replacements

Our team is happy to help you resolve any issue. Reach out to us through any of these channels:

• WhatsApp: +91 9211330066
• Email: hello@barmilko.com
• Address: Near Palassio Mall, Ekana Stadium, Lucknow 226002, Uttar Pradesh, India

We aim to respond to every refund and replacement request within a few working hours on business days. Your trust is as important to us as the taste of every scoop — if ever something is not right, we will stand by our quality.