Last Updated: 26 August 2026
DNINE GOURMET PVT. LTD.
Kaduthakutty Building,
Edappally P.O.,
Cochin – 682 024,
Ernakulam, Kerala, India
Email: info@dnineindia.com
Phone: +91 97456 35155
Website: https://dnineindia.com/
1. INTRODUCTION
At DNine, we want you to receive your products in good condition and have a positive shopping experience.
This Refund & Return Policy explains when products purchased through the DNine website may be eligible for return, replacement, refund, or cancellation.
This policy applies to purchases made directly through the DNine website.
2. FOOD PRODUCT RETURN POLICY
Because DNine sells food products, including nuts, dried fruits, flavoured nuts, and other consumable products, returns are subject to food-safety and hygiene considerations.
For safety and hygiene reasons, we generally do not accept returns of food products that have been opened, consumed, tampered with, or used.
If you receive a product that is damaged, defective, incorrect, or otherwise unsuitable due to an issue attributable to DNine or the delivery process, please contact us as soon as possible.
3. ELIGIBLE RETURN / REPLACEMENT CASES
You may contact us if:
- You received a damaged product.
- You received the wrong product.
- You received a product different from what you ordered.
- The product packaging was damaged during delivery.
- The product is defective or appears to have a quality issue.
- Items are missing from your order.
- There is another significant issue with the order.
Each request will be reviewed individually.
4. DAMAGED PRODUCTS
If your package or product arrives visibly damaged:
1. Take clear photographs of the outer packaging before opening it, where possible.
2. Take photographs of the damaged product and packaging after opening.
3. Contact DNine at info@dnineindia.com.
4. Provide your order number and relevant photographs.
5. Explain the issue clearly.
We may request additional information or photographs to assess the claim.
Where appropriate, DNine may offer a replacement, refund, or another suitable resolution.
5. WRONG OR MISSING PRODUCTS
If you receive an incorrect product or an item is missing from your order, contact us at info@dnineindia.com as soon as possible.
Please provide:
- Order number
- Customer name
- Product ordered
- Product received, if applicable
- Photographs of the received product and packaging, if applicable
After reviewing the issue, DNine may arrange a replacement, refund, or other appropriate resolution.
6. QUALITY OR PRODUCT ISSUES
If you believe that a product has a quality issue, please stop consuming the product and contact DNine promptly.
Provide:
- Order number
- Product name
- Details of the issue
- Photographs of the product and packaging
- Batch/lot information where available
- Best-before/expiry information where applicable
DNine may request that the product and packaging be retained for investigation.
Quality-related claims will be reviewed based on the information provided and the circumstances of the claim.
7. RETURN REQUEST TIMEFRAME
For damaged, incorrect, missing, or defective products, please contact us within 48 hours of delivery.
Claims reported after this period may be reviewed at DNine's discretion, but we cannot guarantee that a return, replacement, or refund will be available.
For food-safety or quality concerns, customers should contact us as soon as the issue is discovered, regardless of when the product was delivered.
8. PRODUCTS THAT ARE NOT ELIGIBLE FOR RETURN
For food-safety and hygiene reasons, the following generally cannot be returned:
- Products that have been opened
- Products that have been consumed
- Products damaged after delivery due to improper handling or storage by the customer
- Products without sufficient information to verify the purchase
- Products returned without prior approval from DNine
- Products returned after the applicable return period, unless otherwise approved
- Products that have been altered, tampered with, or damaged by the customer
This does not affect any rights you may have under applicable consumer-protection laws.
9. ORDER CANCELLATION
If you wish to cancel an order, contact DNine as soon as possible at:
info@dnineindia.com
Cancellation requests can only be accommodated if the order has not already been processed, packed, dispatched, or otherwise committed for fulfilment.
Once an order has been dispatched, cancellation may no longer be possible.
If an eligible cancellation is approved after payment has been made, the applicable refund will be processed through the relevant payment method or payment provider.
10. REFUNDS
If DNine approves a refund, the refund amount will generally correspond to the amount applicable to the approved product/order issue.
Refunds may be issued for circumstances such as:
- Approved order cancellation
- Approved damaged-product claim
- Approved incorrect-product claim
- Approved missing-product claim
- Approved product-quality claim
- Product unavailability after payment
- Other circumstances where DNine determines that a refund is appropriate
Any applicable shipping or other charges will be handled according to the circumstances of the claim and applicable law.
11. REFUND PROCESSING
Once a refund is approved, DNine will initiate the refund through the applicable payment method or payment provider.
The time taken for the refunded amount to appear in your account may depend on:
- Payment method
- Payment gateway
- Bank
- Card issuer
- Financial institution
- Processing timelines of the relevant payment provider
DNine does not control the processing time of banks or third-party payment providers.
12. REPLACEMENTS
Where appropriate and subject to product availability, DNine may provide a replacement instead of a refund.
Replacement products may be the same product originally ordered or, where the original product is unavailable, another mutually agreed resolution may be offered.
13. RETURN SHIPPING
For an approved return or replacement caused by an error attributable to DNine or a confirmed delivery issue, DNine may arrange or cover the applicable return shipping cost, subject to the circumstances of the case.
Customers should not send products back without first contacting DNine and receiving return instructions.
If a product is returned without prior approval, DNine may be unable to process the return or refund.
14. PRODUCT STORAGE AND HANDLING
Customers are responsible for storing food products according to the instructions provided on the product packaging.
A claim may not be accepted where the product has been improperly stored, exposed to unsuitable temperatures or moisture, contaminated, opened, tampered with, or otherwise handled improperly after delivery.
15. DELIVERY ISSUES
DNine currently uses Shiprocket and associated courier partners for delivery.
If a delivery is delayed, unsuccessful, returned to the sender, or otherwise affected by courier-related circumstances, DNine will work with the relevant logistics provider to resolve the issue where reasonably possible.
Customers are responsible for providing accurate delivery information and being available to receive the order.
If an order cannot be delivered because of incorrect or incomplete information provided by the customer or repeated unsuccessful delivery attempts, additional delivery arrangements or charges may apply where permitted.
16. PROOF OF PURCHASE
To process a return, replacement, or refund request, we may require proof of purchase, such as:
- Order number
- Order confirmation
- Registered email address
- Phone number used for the order
- Payment or transaction reference
17. FRAUDULENT OR ABUSIVE CLAIMS
DNine reserves the right to investigate refund and return requests.
We may refuse a claim where we reasonably believe that:
- The claim is fraudulent.
- The product has been intentionally damaged.
- The customer has provided false information.
- The return policy is being misused.
- There is evidence of repeated or abusive refund requests.
This does not affect any rights available to customers under applicable law.
18. CUSTOMER RESPONSIBILITY
Customers should carefully check their order when it is delivered.
If you receive a damaged, incorrect, or incomplete order, please contact us promptly and provide the requested information so that we can investigate and resolve the issue efficiently.
19. HOW TO REQUEST A RETURN, REPLACEMENT, OR REFUND
To submit a request, contact:
Email:
info@dnineindia.com
Please include:
- Order number
- Name used for the order
- Registered email address or phone number
- Product name
- Description of the issue
- Photographs or videos where relevant
- Any other information requested by our support team
Our team will review your request and provide further instructions where applicable.
20. CONTACT US
DNINE GOURMET PVT. LTD.
Kaduthakutty Building,
Edappally P.O.,
Cochin – 682 024,
Ernakulam, Kerala, India
Email:
info@dnineindia.com
Phone:
+91 97456 35155
Website:
Home Main
21. CHANGES TO THIS POLICY
DNine may update this Refund & Return Policy from time to time.
Any changes will be published on this page with an updated "Last Updated" date.
We recommend reviewing this policy before placing an order.
22. IMPORTANT NOTE
This Refund & Return Policy is designed for DNine's current online sale of food products and is based on the information provided about the business.
Nothing in this policy is intended to limit or exclude any mandatory consumer rights or remedies available under applicable law.
DNine reserves the right to assess individual claims based on the circumstances of each order while complying with applicable legal requirements.
