Refund & Cancellation

Refund & Cancellation Policy

Last Updated: August 2026

Dhruv Sales operates exclusively as a Business-to-Business (B2B) FMCG distribution house. Due to the high-volume, fast-moving, and perishable nature of the commodities we handle, as well as the daily volatility of market rates, we enforce a strict policy regarding cancellations, returns, and refunds.

1. Order Cancellation by Dhruv Sales

* Market Volatility & Rate Spikes: The FMCG commodity market is highly dynamic. Prices are subject to sudden fluctuations. Dhruv Sales reserves the unconditional right to cancel any order, in whole or in part, before dispatch—even if a 100% advance payment has been received—in the event of abrupt market price spikes, supply shortages, or unviable freight conditions.
* Compliance Failures: We may cancel orders if a buyer's GSTIN is found to be invalid, suspended, or if the buyer fails to meet our verification requirements.
* Immediate Refunds: If Dhruv Sales initiates a cancellation before dispatch, the total advance amount will be refunded on the spot without any deductions.

2. Order Cancellation by the Buyer

* Pre-Dispatch: Buyers may request an order cancellation only if the goods have not yet been dispatched from our Sahibabad warehousing hub.
* Post-Dispatch: Once the logistics or transport vehicle has left our premises, the order cannot be canceled. If a buyer refuses to accept the delivery upon arrival, Dhruv Sales reserves the right to deduct forward freight, return freight, and a handling fee from the advance payment before processing any remaining refund balance.

3. Refund Processing & Timelines

* Standard Timeline: Once a refund is initiated by our billing department, it typically takes 1 to 2 business days for the credited amount to reflect in the buyer's original bank account or payment method.
* Cheque Payments: For offline phone orders secured via cheque, if a cancellation occurs before the cheque is deposited for clearing, the physical cheque will be marked void and returned or destroyed based on the buyer's written instructions.

4. Returns & Damage Claims

We maintain strict quality control, but we understand transit damages can occasionally occur.

* Immediate Reporting: Any claims regarding damaged, leaking, compromised, or expired goods must be reported to our support team immediately upon receipt of the delivery. Delayed reporting will void the claim.
* Mandatory Physical Investigation: We do not process remote returns. A formal return summary will only be prepared after a Dhruv Sales representative physically visits the buyer's premises to investigate the damaged commodities.
* Resolution via Credit Note: Dhruv Sales does not provide physical product replacements for damaged goods. Upon successful verification of a valid claim by our representative, a formal Credit Note will be issued to the aggrieved party. The value of this credit note will be directly adjusted against the buyer's subsequent invoice.

5. Contact Information for Claims

To initiate a cancellation, request a refund, or report damaged goods, please contact our dispatch and support team immediately:

* Email Support: dhruvsales19972@gmail.com
* Headquarters: UP State Warehousing Corporation, Site 4, 1A, New Sabji Mandi, Sahibabad, Ghaziabad, Uttar Pradesh
* Operating Hours: Monday to Saturday | 10:00 AM – 7:00 PM