Shipping & returns

Last updated 2 June 2026.

This page explains how Pon Vayal ships orders and how we handle returns, replacements and refunds. Because much of what we make is perishable food, some of these terms differ from those of an ordinary online shop. If anything here is unclear, please write to us at info@ponvayal.com before placing your order.

1. Where we ship

We currently ship across India. We aim to reach most serviceable pin codes through our courier and logistics partners; a small number of remote or restricted-delivery areas may not be reachable, and we'll let you know if your address is one of them.

For international and export orders, we work on an enquiry basis rather than instant checkout, so that we can confirm documentation, packing and shipping for your destination and quantity. You can read more on our Services & exports page, or simply get in touch with your destination and the quantities you need.

2. Dispatch & delivery times

We dispatch orders within [dispatch window, Pon Vayal to confirm] of payment confirmation, and typical delivery takes [delivery time, Pon Vayal to confirm] depending on your location and our courier partner. You'll receive an update when your order leaves us.

Made-to-order items are handled a little differently. Fresh idli–dosa batter, for example, is ground in small batches and is highly perishable, so it is prepared close to dispatch and shipped only to serviceable areas within a short delivery window. Where a fresh item cannot be delivered safely in time, we'll tell you before you pay, suggest an alternative, or hold the order until it can be sent safely.

3. Shipping charges

Shipping charges are calculated by weight, volume and destination, and are confirmed with your quote before you pay, so you always see the cost and agree to it before any payment is taken. Oils ship as liquid in glass or other suitable containers, so their weight and protective packing can affect the cost. If we add online ordering in future, the same charges will simply be shown at checkout instead.

From time to time we may offer free shipping on orders above a set value. Where such an offer is running, we will say so and confirm the threshold with your quote; if no offer is running, standard charges apply.

4. Packaging

We pack oils to travel. Bottles are sealed and cushioned with leak-resistant packing so they arrive intact, and we group items to reduce knocks in transit. At the same time, we try to minimise plastic in our packing materials and use what we genuinely need rather than over-wrapping every order.

If you'd like your order sent with one of our reusable natural-fibre carry bags, you can add one from our sustainable packaging range.

5. Order tracking

Once your order is dispatched, we'll share a tracking reference (where the courier provides one) so you can follow it to your door. If tracking hasn't updated for a while, or your parcel seems stuck, write to us with your order number and we'll chase it with the courier on your behalf.

6. Returns & refunds

Because we sell food, opened or used food items cannot be returned, for hygiene and safety reasons. Once an oil or flour pack has been opened, we are unable to take it back or resell it. We hope that's understandable, it's the same standard we'd want as customers ourselves.

That said, you should never be left with something that isn't right. If an item arrives damaged, leaked, wrong, or past its best-before date, we'll put it right with a replacement or refund. To make a claim, contact us as soon as you can after delivery, and please do so promptly, so we can act on it, with:

• your order number;
• photos of the item and, if relevant, the outer packaging and any leakage; and
• a short note on what went wrong.

We'll review your claim and, where it's accepted, arrange a replacement or process a refund to your original payment method as quickly as we reasonably can.

7. Non-food items (carry bags)

Our natural-fibre carry bags and other non-food items can be returned within [return window, Pon Vayal to confirm] of delivery, provided they are unused and in their original condition. Items that have been used, washed or soiled can't be accepted back. We'll explain the return shipping arrangements and who bears any return-shipping cost when you contact us to start a return.

8. Cancellations

You can ask to cancel an order before it has been dispatched, and we'll refund it in full. Once an order has shipped, or once a made-to-order item such as fresh batter has been prepared, it can no longer be cancelled, though the protections in Returns & refunds above still apply if something arrives damaged or wrong. Cancellation requests should be sent to info@ponvayal.com as early as possible, with your order number.

9. A note on natural oils

Our oils are unrefined, so they behave like natural oils, not factory-stabilised ones. In cool weather you may find coconut oil turns cloudy or solid, coconut oil solidifies below roughly 24 °C. This is completely normal and is not a defect or spoilage; warming the bottle gently brings it back to liquid. Some natural sediment or a change in colour and aroma over time is also part of an unrefined oil's character.

10. Contact

For anything to do with shipping, tracking, returns or refunds, write to us at info@ponvayal.com with your order number. We'll always try to find a fair, sensible outcome, and we'd far rather you ask than be left unsure.