At CowNest Dairy Farm, we are committed to delivering fresh, hygienic, and quality dairy products to your doorstep. As many of our products are fresh and perishable, we follow a specific policy for returns, replacements, cancellations, and refunds.

  1. Fresh & Perishable Products

Fresh milk and other perishable dairy products cannot normally be returned once they have been delivered, due to their nature and food-safety requirements.

However, if you receive a product that is damaged, incorrect, spoiled, leaking, or otherwise does not meet our quality standards, please contact us as soon as possible.

  1. Eligible Complaints

You may request a replacement or refund in the following situations:

  • The wrong product has been delivered.
  • The product or packaging is damaged or leaking at the time of delivery.
  • The product appears spoiled or is not in acceptable condition upon delivery.
  • The product’s seal or packaging has been compromised before delivery.
  • The product has passed its stated expiry or use-by date at the time of delivery.
  • There is a shortage or discrepancy in the quantity delivered.

All delivery-related complaints should be reported within 24 hours of delivery so that our team can investigate and resolve the issue promptly.

  1. Proof of Delivery Issue

For damaged, incorrect, or missing products, customers may be requested to provide photographs or a clear unboxing video showing the outer packaging, delivery label, product, and condition of the items received.

This information helps us verify the complaint and process the request efficiently.

  1. Replacement

Where a complaint is approved, CowNest Dairy Farm may provide a replacement product, subject to availability.

For fresh dairy products, replacement may be arranged at the earliest practical delivery opportunity, depending on the customer’s location and delivery schedule.

  1. Refunds

If a refund is approved, the refund amount will generally correspond to the affected product or order, as applicable.

Refunds will be initiated after our team has reviewed and approved the complaint. The time taken for the amount to reflect in the customer’s account may depend on the payment method and the customer’s bank or payment service provider.

  1. Promotional & Special Category Products

Products purchased under special promotional offers, clearance offers, or certain gifting categories may not be eligible for return, replacement, or refund unless the product is delivered damaged, incorrect, defective, or otherwise covered by applicable consumer rights.

Any applicable terms and conditions will be communicated at the time of purchase.

  1. Order Cancellation

Customers may request cancellation of an order before the order has been dispatched.

Once an order has been dispatched or delivered, cancellation may no longer be possible because fresh dairy products are prepared and scheduled specifically for delivery.

If an eligible cancellation is approved, the applicable refund will be processed through the original payment method, subject to the payment provider’s processing timelines.

CowNest Dairy Farm reserves the right to cancel an order in circumstances including product unavailability, delivery-related limitations, pricing or listing errors, or other operational reasons. In such cases, any applicable payment received for the cancelled order will be refunded.

  1. Delivery Discrepancies

If you notice any issue with your order at the time of delivery, please check the products and quantity carefully and contact our customer support team within the specified complaint period.

Providing your order number, photographs/videos, and details of the issue will help us resolve the matter quickly.

  1. Contact Us

For questions, complaints, replacement requests, or refund-related assistance, please contact: [email protected]