Returns & Refunds Policy

This Returns and Refunds Policy outlines the terms and conditions governing returns, replacements, and refunds for products purchased from the Elder™ website, operated by Zenzone Ventures Private Limited ("Company," "we," "us," or "our").

This Policy should be read in conjunction with our Terms and Conditions and Shipping Policy.

1.1 Nature of Products

Elder™ Products are consumable, perishable beverages with a limited shelf life. Due to the nature of our Products as food and beverage items, we maintain a strict returns policy to ensure quality, safety, and compliance with FSSAI regulations.

1.2 No Returns on Consumables

As a general rule, we do not accept returns or offer refunds on Products once they have been delivered, except in the specific circumstances outlined in this Policy.

1.3 Our Commitment

We are committed to ensuring that you receive Products in perfect condition. If you receive Products that are damaged, defective, expired, or incorrect, we will work with you to resolve the issue promptly.

We accept returns and offer replacements or refunds only in the following cases:

2.1 Damaged Products

• Products received with damaged, dented, crushed, or leaking packaging
• Visible signs of impact or mishandling during transit
• Broken seals or tampered packaging

2.2 Defective Products

• Products that are spoiled, contaminated, or unfit for consumption
• Products with unusual taste, odor, or appearance indicating quality issues
• Manufacturing defects affecting product integrity

2.3 Expired Products

• Products received past their expiry date or best-before date at the time of delivery

2.4 Incorrect Products

• Wrong Product variant delivered (e.g., ordered Easygoing, received Brighter Mood)
• Wrong quantity delivered
• Products not matching the Order confirmation

2.5 Missing Products

• Products listed in the Order confirmation but not delivered
• Partial delivery without prior notification

We do not accept returns or offer refunds in the following cases:

3.1 Change of Mind

• Customer no longer wants the Product
• Customer ordered the wrong variant
• Customer does not like the taste or flavor (subjective preference)

3.2 Improper Storage

• Deterioration in quality due to improper storage after delivery
• Exposure to heat, sunlight, or unsanitary conditions post-delivery
• Products stored beyond recommended conditions stated on packaging

3.3 Consumed Products

• Products that have been fully or partially consumed
• Opened Products without evidence of defect or damage

Opening a Product without a documented defect does not qualify it for return.

3.4 Late Reporting

• Issues reported beyond the timeframes specified in Section 4

3.5 Resold Products

• Products purchased for resale purposes
• Products not purchased directly from our official website or authorized channels

3.6 Self-Inflicted Damage

• Damage caused by the customer after delivery
• Accidental drops, spills, or mishandling

4.1 Reporting Timeline

To be eligible for a return, replacement, or refund, you must report the issue within the following timeframes:

• For Damaged or Defective Products: Within 48 hours of delivery
• For Expired Products: Within 48 hours of delivery
• For Incorrect or Missing Products: Within 48 hours of delivery

Requests made after these timeframes may not be accepted.

4.2 How to Report an Issue

Contact us immediately via:

• Email: hello@drinkelder.com
• Phone: +91 9930304745

Please include the following information:

• Order number
• Date of delivery
• Clear description of the issue
• Clear photographs showing: product packaging (front and back), batch number and expiry date (if applicable), damage, defect, or incorrect item
• Invoice or delivery receipt

We reserve the right to verify claims against internal batch records and quality logs.

4.3 Verification Process

• Our team will review your request within 24-48 hours.
• We may ask for additional information or photographs to verify the issue.
• Once verified, we will inform you of the resolution (replacement, refund, or store credit).

Based on the nature of the issue, we will offer one of the following resolutions:

5.1 Replacement

We will ship a replacement Product at no additional cost if:

• The Product is damaged, defective, expired, or incorrect
• The same Product is in stock
• The issue is verified as per our quality standards

Replacement Products will be shipped within 3-5 business days of approval.

5.2 Refund

We will process a full refund if:

• A replacement is not feasible (out of stock, discontinued variant)
• You prefer a refund over replacement
• The issue cannot be resolved through replacement

Refunds will be processed to the original payment method within 7-10 business days of approval.

5.3 Store Credit

We may offer store credit as an alternative to refunds, which can be used for future purchases on our website. Store credit is valid for 12 months from the date of issue.

5.4 Partial Refund

In cases where only a portion of the Order is affected (e.g., 2 out of 4 cans damaged), we will issue a partial refund or replacement for the affected items only.

6.1 Damaged, Defective, Expired, or Incorrect Products

If we request that you return the Product, we will arrange for pickup or provide a prepaid return label. You will not be charged for return shipping.

6.2 Customer Responsibility

In some cases, we may not require you to return the Product (due to quality and safety concerns). We will inform you if a return is necessary.

6.3 Packaging for Return

If a return is required, please pack the Product securely in its original packaging to prevent further damage during transit.

7.1 Refund Timeline

Approved refunds will be initiated within 7-10 business days from the date of approval.

Refunds shall not exceed the amount paid for the affected Product(s).

Please note that it may take an additional 5-7 business days for the refund to reflect in your account, depending on your bank or payment provider.

7.2 Refund Method

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Card: Credited to the same card
• UPI/Net Banking: Credited to the linked bank account
• Digital Wallets: Credited to the same wallet

7.3 Cash on Delivery (COD) Orders

If the Order was placed via COD (if applicable), refunds will be processed via bank transfer. You will need to provide your bank account details (Account Number, IFSC Code, Account Holder Name).

The Company shall not be liable for delays caused by incorrect bank details provided by the customer.

7.4 Shipping Charges

If you received free shipping on your Order and a full refund is issued, the original shipping cost (if any) will not be refunded unless the issue was caused by us (damaged, defective, expired, or incorrect Product).

For partial refunds, shipping charges may be adjusted proportionately where applicable.

8.1 Before Dispatch

You may request to cancel your Order before it has been dispatched by contacting us at hello@drinkelder.com.

Cancellations are subject to Order processing status and may not be possible once processing has begun.

If your cancellation is approved, a full refund will be processed within 7-10 business days.

8.2 After Dispatch

Once an Order has been dispatched, it cannot be cancelled. You may refuse delivery or follow the return process outlined in Section 4 if you no longer want the Product. However, refusal of delivery without a valid reason under Section 2 may result in deductions for shipping, return logistics, and handling charges.

8.3 Failed Delivery or Undeliverable Orders

If an Order is returned to us as undeliverable due to incorrect address, recipient unavailability, or refusal to accept delivery, we will process a refund after deducting:

• Original shipping charges
• Return logistics costs
• Restocking or handling fees (if applicable)

Returns and refunds for bulk, institutional, corporate, or event-based Orders may be subject to separate terms communicated at the time of purchase or agreement.

For large-volume Orders, please contact us directly at hello@drinkelder.com to discuss return and refund terms.

10.1 Our Commitment to Quality

All Elder™ Products are manufactured in FSSAI-compliant facilities and undergo strict quality checks before dispatch.

We take pride in delivering Products that meet the highest standards of safety, quality, and taste.

10.2 Feedback and Continuous Improvement

If you experience any quality issues, we encourage you to share detailed feedback. Your input helps us improve our Products and processes.

Even if your issue does not qualify for a return or refund, we value your feedback and may offer goodwill gestures such as discount codes for future purchases.

11.1 Inspection Upon Delivery

You are responsible for inspecting the Products immediately upon delivery.

Any visible damage, leakage, or discrepancy must be reported within 48 hours of receipt to be eligible for resolution.

11.2 Proper Storage

Once delivered, Products must be stored in accordance with packaging instructions (cool, dry place, away from direct sunlight).

We are not liable for issues arising from improper storage after delivery.

11.3 Accurate Order Details

Please ensure that you provide accurate delivery information and verify your Order details before completing your purchase.

We are not responsible for Orders delivered to incorrect addresses provided by you.

12.1 No Refunds on Promotional or Discounted Products

Unless otherwise stated at the time of purchase, standard return and refund terms shall apply to promotional or discounted Products.

In some cases, promotional Products may be non-refundable or eligible for store credit only. Such restrictions will be clearly communicated before purchase.

12.2 Subscription or Recurring Orders

If we offer subscription services in the future, separate terms for returns and refunds will apply and will be displayed at the time of sign-up.

12.3 Gift Purchases

Products purchased as gifts may be eligible for return or replacement, but refunds will be issued to the original purchaser's payment method only.

12.4 No Warranty Extension

This Policy does not create any warranty or guarantee beyond what is required under applicable law.

13.1 Right to Refuse

We reserve the right to refuse or reject return, replacement, or refund requests if we suspect fraudulent, abusive, or repeated claims without valid reason.

We may require additional documentation in cases of repeated claims.

13.2 Account Suspension

In cases of suspected fraud or abuse of our return policy, we may suspend or terminate your account and refuse future Orders.

We shall not be liable for delays or failures in processing returns, replacements, or refunds due to events beyond our reasonable control, including but not limited to:

• Natural disasters
• Epidemics or pandemics
• Strikes or labour disruptions
• Government restrictions
• Logistics or payment processing failures

For return, replacement, or refund requests, please contact:

Zenzone Ventures Private Limited
(Trading as Elder™)
Email: hello@drinkelder.com
Phone: +91 9930304745

Customer support responses are typically provided within 48 hours.

We reserve the right to modify, amend, or update this Returns and Refunds Policy at any time.

Any changes will be effective immediately upon posting the updated Policy on our website with a revised "Last Updated" date.

Your continued use of our website or purchase of Products after such modifications constitutes your acceptance of the revised Policy.

This Returns and Refunds Policy is governed by the laws of India and is subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra, India.

Nothing in this Policy limits the rights available to consumers under the Consumer Protection Act, 2019.

By placing an Order on our website, you acknowledge that you have read, understood, and agree to this Returns and Refunds Policy.