Returns & Refunds

At Ancestral Essence, customer satisfaction is our top priority. Because pet health and nutrition are sensitive matters, we have established guidelines regarding returns, cancellations, and refunds. Ancestral Essence is owned and operated by Wild Gourmet, located at XII/91, Gurudeva Lane, Ochanthuruth, Puthuvype, Ernakulam, Kerala - 682508, India.

1. Returns Eligibility

Due to the perishable nature of gourmet pet food and treats, we cannot accept returns once a product's seal is broken or a package has been opened. However, we accept returns under the following conditions:

• The product remains entirely **unopened, unused, and in its original, undamaged packaging**.
• The return request is submitted within **7 days** of delivery.
• The product is in the same condition as when you received it.

2. Damaged or Defective Items

We take pride in packaging our products to ensure they arrive safely. In the rare event that you receive a damaged package, a defective product, or an incorrect item, please notify us within **24 to 48 hours** of delivery. To report a damaged or incorrect order:

• Reach out to our customer care team via WhatsApp (+91 9633007591).
• Provide your Order ID and attach photos/videos showing the package damage or product issue.
• Once verified, we will arrange a free replacement or issue a full refund.

3. Order Cancellations

Orders can be cancelled before they are dispatched. If you wish to cancel an order, please message our support line immediately on WhatsApp (+91 9633007591). If the shipment has already been handed over to our courier partner, we cannot cancel the order, but you may refuse delivery, and a refund will be processed once the package is returned to our facility.

4. Refund Process & Timelines

Once a return or cancellation is approved, refunds are processed as follows:

• Refunds will be credited back to your original payment method (bank account, UPI wallet, or credit/debit card) via our payment gateway partner, Razorpay.
• The refund typically takes 5 to 7 business days to reflect in your account, depending on your bank's processing times.

5. Return Shipping

In cases of damaged, defective, or incorrectly shipped products, Wild Gourmet covers all return logistics fees. For general returns (e.g., changed mind), return shipping charges may be the responsibility of the customer, or deducted from the final refund amount.

6. Contact Support

To initiate a return, refund, or ask questions about our cancellation policy, please reach out to us:

• Entity: Wild Gourmet
• Brand: Ancestral Essence
• Address: XII/91, Gurudeva Lane, Ochanthuruth, Puthuvype, Ernakulam, Kerala - 682508, India
• Contact Support: +91 9633007591 (WhatsApp)