Refund policy

REFUND & REPLACEMENT POLICY - MILKYBAY

At Synergy Agro & Dairy Products, operating under the brand MilkyBay, we take great care to ensure that every product reaches you in the best possible condition. Due to the perishable and natural nature of dairy products, once an order is confirmed, we do not accept returns or issue refunds.

However, in the rare circumstances outlined below, we are happy to work with you to find a fair and reasonable solution.

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1. DAMAGED PRODUCT

If your order is delivered in a damaged condition:

• MilkyBay must be notified within 2 days of delivery via email at milkybaydotin@gmail.com

• Please include the following in your email:

• Order number

• Image of the invoice

• One clear image of the outer packaging

• Two clear images of the damaged product

• Unboxing video clearly showing the damage

• In case of multiple-item shipments, only the affected product(s) will be eligible for replacement

• Upon verification, we will re-send and replace the damaged product, which may take 7–10 business days

• Our team will respond within 24–48 hours, and full assistance will be provided thereafter

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2. MISSING PRODUCT

If an item is missing from your order:

• MilkyBay must be notified within 2 days of delivery via email at milkybaydotin@gmail.com

• Please include:

• Order number

• Image of the invoice

• One image of the outer box

• Two clear images of the opened package

• Unboxing video clearly showing all received items

• Refunds are not applicable for missing items; however, upon verification, we will promptly re-send the missing product

• Email queries will be responded to within 24–48 hours, followed by continued assistance

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3. SPOILED OR PERISHABLE PRODUCT

If you believe a product has spoiled or is unfit for consumption upon delivery:

• MilkyBay must be notified within 2 days of delivery via email at milkybaydotin@gmail.com

• Please include:

• Order number

• Date of packaging / batch details (if available)

• Clear images or videos clearly showing the issue

• Please note:

• We do not accept returns or replacements due to natural variations in taste, colour, texture, aroma, or consistency

• As our products are fresh, minimally processed, and naturally sourced, minor variations between batches are normal and do not indicate a defect

• Each concern will be reviewed with due diligence

• Replacement will be initiated only after internal verification, ensuring a fair and balanced resolution

• Email queries will be responded to within 24–48 hours, with full assistance thereafter

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IMPORTANT NOTES

• Refunds are not applicable under any circumstances

• Replacements are issued only after verification and approval

• Requests raised after 2 days from delivery may not be eligible for review

• Products must be stored and handled as per recommended instructions upon delivery

• Decisions made by MilkyBay after investigation shall be considered final