Last Updated: 17/08/2026
At Native Touch, we take great care in delivering high-quality food products to our customers. Every order is carefully packed and dispatched to ensure that it reaches you in good condition.
Since our products are consumable food items, returns and refunds are subject to the conditions outlined below.
By placing an order on the Native Touch website, you agree to this Return & Refund Policy.
1. Returns
Due to the nature of food and consumable products, we generally do not accept returns once an order has been delivered.
For reasons of hygiene, food safety, and product quality, products may not be eligible for return if:
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The product has been opened or used.
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The product packaging has been damaged after delivery.
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The product has been consumed, partially consumed, or tampered with.
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The product was not stored according to the storage instructions.
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The return request is made after the specified reporting period.
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The customer simply changes their mind after delivery.
However, we will review requests for replacement or refund in cases where the customer receives a product that is damaged, incorrect, defective, or otherwise eligible under this policy.
2. Eligible Cases for Return, Replacement or Refund
You may be eligible for a replacement or refund if you receive:
A. Damaged Product
If the product or its packaging is significantly damaged during delivery.
B. Incorrect Product
If you receive a product that is different from the item ordered.
C. Missing Product
If an item is missing from your confirmed order.
D. Expired or Short-Dated Product
If you receive a product that is expired or does not meet applicable product quality and shelf-life requirements.
E. Manufacturing or Quality Defect
If there is a genuine manufacturing or quality-related issue with an unopened product.
Each request will be reviewed based on the information and evidence provided.
3. Reporting an Issue
If you receive a damaged, incorrect, defective, expired, or incomplete order, please contact our customer support team within 24 hours of delivery.
Please provide the following information:
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Order number
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Registered name and mobile number
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Clear photographs of the product
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Photographs of the outer shipping package
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Photographs showing the product label, batch number, and expiry date, where applicable
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A brief description of the issue
For certain cases, Native Touch may request additional photographs, videos, or other information to investigate the issue.
Requests made after the reporting period may not be eligible for replacement or refund, except where otherwise required under applicable law.
4. Verification and Approval
Once we receive your request, our customer support team will review the details provided.
We may:
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Approve a replacement.
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Approve a partial refund.
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Approve a full refund.
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Request additional information.
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Decline the request if the product or issue is not covered under this policy.
The decision will depend on the nature of the issue and the available evidence.
Native Touch reserves the right to determine the appropriate resolution on a case-by-case basis, subject to applicable consumer protection laws.
5. Replacement Policy
Where a replacement is approved, we will make reasonable efforts to send a replacement product at no additional cost to you.
A replacement may be subject to product availability.
If the same product is unavailable, Native Touch may, where appropriate:
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Offer an alternative product of equivalent value.
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Issue a refund.
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Provide another mutually agreed resolution.
Replacement delivery timelines may vary depending on product availability and the customer's delivery location.
6. Refund Policy
If a refund is approved, it will generally be processed to the original payment method used while placing the order.
Refunds may be issued in cases including:
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The ordered product is unavailable after payment.
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The order is cancelled by Native Touch before dispatch.
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A damaged or defective product cannot be replaced.
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An incorrect product cannot be replaced.
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A refund has been approved following review of a valid complaint.
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Any other situation where a refund is required under applicable law.
Depending on your bank, card issuer, payment provider, or payment gateway, the refunded amount may take approximately 5–10 business days to reflect in your account after the refund has been initiated.
7. Cancellation Before Dispatch
You may request cancellation of an order before it has been processed or dispatched.
To request cancellation, please contact our customer support team as soon as possible with your order number.
Once an order has been dispatched, cancellation may not be possible.
If a cancellation request is successfully approved before dispatch, the applicable refund will be initiated to the original payment method.
8. Non-Eligible Refund or Return Requests
Refunds, returns, or replacements may not be provided in the following situations:
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Change of mind after the order has been delivered.
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Incorrect product selection by the customer.
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Incorrect or incomplete delivery address provided by the customer.
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Failure to accept delivery after repeated delivery attempts.
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Product damage caused after successful delivery.
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Product improperly stored or handled by the customer.
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Products that have been opened, consumed, or partially consumed, unless there is a verified quality issue.
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Requests made without sufficient information to verify the issue.
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Requests reported after the applicable reporting period, unless otherwise required by law.
9. Refused or Undeliverable Orders
If an order is returned to us because:
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The customer refused delivery without a valid reason.
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The delivery address was incorrect.
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The customer was unavailable for repeated delivery attempts.
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The customer failed to respond to the courier or delivery partner.
Any refund, if applicable, may be subject to deduction of shipping, return shipping, handling, or other reasonable charges incurred in processing the order, where permitted by applicable law.
10. Refund for Cancelled Orders
If Native Touch cancels an order due to:
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Product unavailability
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Technical issues
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Pricing errors
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Payment verification issues
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Operational constraints
and payment has already been successfully collected, the eligible refund will be initiated to the original payment method.
11. Promotional and Discounted Products
Products purchased using:
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Discount codes
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Promotional offers
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Combo offers
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Special sale prices
will generally follow the same Return & Refund Policy unless specific terms for a promotion state otherwise.
Refunds, where approved, will be calculated based on the actual amount paid by the customer, after applying any applicable discounts.
12. Order Cancellation by Native Touch
Native Touch reserves the right to cancel an order before dispatch if we are unable to process or fulfil it due to circumstances including:
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Product unavailability
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Incorrect pricing
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Technical errors
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Suspected fraudulent activity
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Incomplete customer information
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Payment issues
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Delivery service limitations
Where payment has been successfully received for an order cancelled by Native Touch, an applicable refund will be processed.
13. Contact Customer Support
For any concerns regarding your order, return, replacement, or refund, please contact us with your order details.
Native Touch Customer Support
EBG NATIVE TOUCH FOODS PRIVATE LIMITED
Email: support@nativetouch.in
Phone: +91 95857 49000
Address: 149/3A1 Thottathu Saalai, Vellalapalayam, Pollachi - 642120
Please include your Order Number in all communications to help us resolve your request faster.
14. Changes to This Policy
Native Touch reserves the right to update or modify this Return & Refund Policy at any time.
Any changes will be published on this page along with an updated Last Updated date.
We recommend reviewing this policy periodically before making a purchase.