Last Updated: 1 September 2026
Welcome to Diaita – The Way of Healthy Living.
This Cancellation & Refund Policy explains the circumstances under which an order placed through www.diaita.com may be cancelled and when a refund may be provided.
Because Diaita sells food products, certain restrictions apply to cancellations, returns and refunds in order to maintain food safety, hygiene, quality and consumer protection standards.
A customer may request cancellation of an order before the order has been processed for dispatch.
Cancellation requests can be submitted through:
Email: [Customer Support Email]
Phone: [Customer Support Number]
A cancellation request will be considered only if the order has not already been processed, packed or dispatched.
Once an order has been packed or dispatched, cancellation may no longer be possible.
Once an order has been dispatched, the customer generally cannot cancel the order through the website.
This is because Diaita products are food products and may have specific food-safety, hygiene, shelf-life and storage requirements.
If the order has already been dispatched, the customer may receive the order and, where applicable, raise a complaint under the Return / Replacement provisions of this policy if the product is damaged, defective, incorrect, spoiled, tampered with or otherwise not in conformity with the order.
Because Diaita sells food products, food products are not eligible for cancellation, return or refund merely because the customer has changed their mind, does not like the product, ordered the wrong product, or no longer wants the product after delivery.
The product will generally not be eligible for cancellation, return or refund for change-of-mind or preference-based reasons.
This includes situations where:
The customer does not like the taste.
The customer does not like the flavour.
The customer ordered the wrong product.
The customer ordered the wrong quantity.
The customer no longer wants the product.
The customer changed their mind after delivery.
The customer opened the package and subsequently decided not to consume the product.
The customer opened the product packaging and then requested a refund for personal preference.
The product has been opened, used, consumed or partially consumed without an alleged product-quality or safety issue.
Once a food product's sealed packaging has been opened, Diaita cannot reliably verify whether the product has remained in the original hygienic, safe and controlled condition in which it was supplied.
Accordingly, an opened food product cannot ordinarily be returned to inventory or resold, and a refund will not be provided solely because the customer has changed their mind or is dissatisfied with personal taste or preference.
If a customer receives a food product that is eligible for a return or replacement because of a genuine issue, Diaita may require the product and its packaging to remain sealed and available for inspection wherever reasonably possible.
Customers should contact Diaita before opening or consuming the product if they believe that the product received is:
Incorrect
Damaged
Tampered with
Leaking
Expired
Apparently spoiled
Missing
Different from the product ordered
The sealed-package restriction does not prevent a customer from reporting a genuine product issue.
If a customer receives a product that is:
Defective
Damaged during delivery
Incorrectly supplied
Tampered with
Spoiled
Contaminated
Expired
Apparently unsafe for consumption
Not of the characteristics or features advertised or agreed upon
the customer should contact Diaita customer support as soon as reasonably possible.
Diaita will review the complaint and may provide an appropriate remedy, including replacement or refund, where the complaint is verified and the remedy is applicable under the circumstances and applicable law.
Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot legally be excluded.
If a product appears to be spoiled, contaminated, tampered with, damaged or otherwise unsafe:
DO NOT CONSUME THE PRODUCT.
Please retain the product and its packaging and contact Diaita immediately.
For food-safety complaints, Diaita may request:
Order number
Product photographs
Packaging photographs
Batch/Lot number
Best-before/expiry information
Photographs of the seal
Unboxing photographs/video
Description of the issue
Other information reasonably required for investigation
If Diaita delivers a product that is different from the product ordered, please contact customer support promptly.
Where the wrong product has been supplied, Diaita may arrange:
Replacement with the correct product; or
Refund of the applicable amount; or
Another appropriate resolution.
Customers should not open or consume a wrongly delivered food product before contacting Diaita wherever reasonably possible.
If a food package arrives visibly damaged or leaking, customers should:
Avoid consuming the product.
Take photographs of the package.
Take photographs of the product and shipping package.
Contact Diaita customer support.
Provide the Order ID and requested information.
Diaita may investigate the issue with the relevant delivery partner and provide an appropriate replacement or refund where applicable.
If the customer receives a package where the seal appears broken, opened or tampered with:
The customer should not consume the product.
The customer should immediately contact Diaita and provide photographs/videos of the package and seal.
Diaita may investigate the matter and, where the complaint is verified, provide an appropriate replacement, refund or other remedy.
If the customer believes that a product is expired, spoiled or otherwise unsafe, the customer must not consume it.
The customer should contact Diaita as soon as possible with:
Order ID
Product name
Batch/Lot number
Expiry/Best Before information
Photographs
Description of the issue
Diaita may investigate the complaint and provide an appropriate resolution where applicable.
Food products purchased from Diaita are generally not eligible for cancellation, return or refund solely because the customer changes their mind after delivery.
Examples include:
“I don't want it anymore.”
“I ordered it by mistake.”
“I don't like the flavour.”
“I don't like the taste.”
“I found another product.”
“I changed my mind after opening the package.”
Where the product has been opened, used or consumed, a refund will generally not be available for these reasons.
This restriction does not apply to genuine product defects, incorrect products, safety concerns or other situations where a remedy is required under applicable law.
Once a food product has been opened or partially consumed, Diaita will generally not accept a return or refund request based solely on taste, preference or change of mind.
However, if the customer alleges a genuine food-safety, contamination or product-defect issue, the customer should immediately stop consuming the product and contact Diaita.
Diaita may request photographs, batch information, packaging and other relevant information to investigate the complaint.
A refund may be considered in circumstances including:
Order cancelled before dispatch, where cancellation is accepted.
Wrong product delivered.
Product unavailable after order confirmation.
Verified damaged product.
Verified defective product.
Verified spoiled or unsafe product.
Verified delivery/fulfilment error.
Other circumstances where refund is required under applicable law.
Refund eligibility will be determined based on the specific circumstances of the order and applicable law.
Subject to applicable consumer rights, refunds will generally not be provided for:
Change of mind after delivery.
Personal taste preference.
Dislike of flavour.
Incorrect product selected by the customer.
Incorrect quantity selected by the customer.
Customer no longer wanting the product.
Opened food packaging where there is no genuine product defect or safety issue.
Used or consumed food products where the complaint is based only on preference.
Damage caused by improper storage after delivery.
Failure to follow product storage instructions.
Product deterioration caused by customer mishandling after delivery.
Failure to collect/accept delivery due to customer-related reasons, except where otherwise required by applicable law.
To request a refund, contact:
Email: [Customer Support Email]
Phone: [Customer Support Number]
Please provide:
Order ID
Customer name
Registered mobile number
Product name
Reason for refund
Photographs/videos, where applicable
Batch/Lot number, where applicable
Other information requested by Diaita
Diaita may review the order and supporting information before approving or rejecting a refund request.
Approved refunds will generally be processed through the original payment method used for the order, wherever technically possible.
For certain payment methods, refunds may be processed through another appropriate mechanism.
The time required for the amount to appear in the customer's account may depend on:
Payment gateway
Bank
Card issuer
UPI/payment provider
Other financial institution
Diaita will initiate an approved refund within the applicable processing timeframe.
For Cash on Delivery orders, where a refund is approved, Diaita may request appropriate bank-account, UPI or other payment details required to process the refund.
Customers should provide accurate refund details.
Diaita will not be responsible for delays caused by incorrect payment/refund information supplied by the customer.
Where a refund is approved because of a verified Diaita fulfilment error, defective product, wrong product, damaged product or another qualifying reason, applicable shipping charges may also be considered for refund as appropriate.
For customer-initiated cancellation or other non-qualifying situations, shipping charges may not be refundable.
Any such determination will remain subject to applicable law.
If an order was placed using:
Coupon code
Promotional discount
Bundle offer
Free-product offer
Free-shipping offer
the refund amount may be calculated based on the actual amount paid and the applicable promotional terms.
Promotional benefits may not be reinstated after cancellation or refund unless specifically stated.
Where only part of an order qualifies for a refund, Diaita may process a refund only for the affected product or applicable amount.
For example, if one product in a multi-product order is verified as damaged while the remaining products were correctly delivered, the refund may be limited to the affected product.
If a customer is charged more than once for the same order due to a payment-processing issue, the duplicate amount will be reviewed and, where verified, refunded through the applicable payment method.
Customers should provide the relevant transaction details when contacting Diaita.
Diaita may cancel an order in circumstances including:
Product unavailability
Incorrect pricing due to a technical error
Delivery to a non-serviceable location
Payment failure
Suspected fraudulent activity
Incorrect or incomplete delivery information
Operational or logistics issues
Food-safety concerns
Other legitimate reasons
If payment has already been received for an order cancelled by Diaita, an applicable refund will be processed.
If an order cannot be delivered because of a Diaita-related fulfilment issue, product unavailability or another circumstance for which a refund is appropriate, Diaita may process an applicable refund.
If delivery fails because the customer provided an incorrect address, incorrect contact details or repeatedly remained unavailable, the refund will be assessed according to the circumstances and applicable law.
Once a product has been successfully delivered, the customer must follow the storage and handling instructions provided on the product packaging.
Diaita will generally not be responsible for deterioration caused by:
Incorrect storage
Exposure to excessive heat
Exposure to moisture
Failure to refrigerate where required
Improper handling
Opening or tampering with the product
Consumption after the applicable best-before/expiry period
This does not affect remedies relating to a defect or issue that existed before delivery or is otherwise covered by applicable law.
This policy is intended to establish Diaita's standard cancellation and refund process for food products.
Nothing in this policy is intended to exclude, restrict or waive any consumer right or statutory remedy that cannot legally be excluded.
Under the Consumer Protection (E-Commerce) Rules, 2020, e-commerce entities are required to provide clear information concerning return, refund and related terms, and the rules address situations involving defective, deficient, spurious or incorrectly described goods.
Accordingly, the sealed-food-package restriction in this policy applies primarily to change-of-mind, preference-based or customer-caused return/refund requests and does not override applicable statutory consumer protections.
Diaita may investigate repeated, suspicious or potentially fraudulent refund claims.
Where there is evidence of:
False claims
Repeated fraudulent refund requests
Manipulation of products
Deliberate damage
False delivery claims
Abuse of promotional/refund systems
Diaita may take appropriate action, subject to applicable law.
Diaita may update this Cancellation & Refund Policy from time to time to reflect:
Changes in products
Changes in business practices
Food-safety requirements
Payment processes
Delivery processes
Applicable laws and regulations
The latest version will be published on this page with the updated “Last Updated” date.
For cancellation or refund requests, please contact:
The Way of Healthy Living
Website: www.diaita.com
Email:info@diaita.com
Phone: [Customer Support Number]
Address: [Complete Business Address]
Please include your Order ID in every cancellation or refund request.
Before dispatch: Cancellation may be possible.
After dispatch: Cancellation generally not possible.
After delivery + sealed package: Refund/return may be considered only for eligible issues.
After customer opens the food seal: No cancellation/refund for change of mind, taste, preference or customer-related reasons.
Opened product + genuine defect/safety/wrong-product complaint: Customer should stop using the product and contact Diaita; the complaint can be investigated and an appropriate remedy may be provided where applicable.
Damaged/tampered/unsafe product: Do not consume; contact Diaita immediately.
Statutory consumer rights: This policy does not override rights that cannot legally be excluded.