Shipping, Refund and Cancellation
March 25, 2026
OCHRE SPIRITS PRIVATE LIMITED
Shipping, Refund and Cancellation Policy
Version 2.0 | Effective Date: 25th March 2026 | Last Updated: 25th March 2026
IMPORTANT: Our e-commerce store sells only non-alcoholic beverages, premix products, and lifestyle merchandise. We do not facilitate the online sale of alcoholic beverages. This policy applies exclusively to orders placed through our e-commerce Platform at https://ochrespirits.com.
1. Introduction and Scope
This Shipping, Refund and Cancellation Policy ("Policy") is published by Ochre Spirits Private Limited ("Ochre Spirits," "we," "our," or "us"), CIN: U10799GA2023PTC015881, having its registered office at 2nd Floor, No. 17, 7th Main Road, Indiranagar, Bengaluru, Karnataka 560 038.
This Policy governs all orders placed through our e-commerce Platform at https://ochrespirits.com for non-alcoholic beverages, premix products, and lifestyle merchandise (collectively, "Products"). By placing an order on our Platform, you agree to be bound by this Policy, our Terms of Use, and our Privacy Policy.
We reserve the right to modify this Policy at any time. The version in effect at the time of your order will apply to that order. Continued use of the Platform following any update constitutes your acceptance of the revised Policy.
2. Shipping and Delivery
2.1 Delivery Coverage
We offer pan-India shipping for all Products available on our Platform, including lifestyle merchandise (apparel and glassware) and non-alcoholic beverages (alkaline water, mixers, and premix products). Delivery to certain remote or restricted areas may not be available. In the event that we are unable to deliver to your location, we will notify you at the time of order and arrange for a full refund.
2.2 Shipping Timelines
Estimated delivery timelines from the date of dispatch are as follows:
- Major metros (Bengaluru, Mumbai, Delhi, Chennai, Hyderabad, Kolkata, Pune): 3 to 5 business days
- Rest of India: 5 to 7 business days
These timelines are indicative only and represent standard conditions. Actual delivery may be affected by factors outside our control including public holidays, adverse weather conditions, logistical disruptions, or force majeure events. Ochre Spirits Private Limited shall not be liable for delays caused by such circumstances.
Business days exclude Sundays and declared public holidays. Orders placed after 3:00 PM on a business day or on a non-business day will be processed on the next business day.
2.3 Order Processing
Orders are typically processed and dispatched within one (1) to two (2) business days of confirmed payment. A tracking ID will be shared with you via email and SMS once your order has been dispatched. Risk in the Products passes to you upon delivery to the address specified in your order.
2.4 Logistics Partners
We work with Tier-1 logistics and courier partners to ensure the safe transit of all Products, including fragile items such as glassware and liquid products. While we take all reasonable precautions in packaging, we cannot guarantee the conduct of third-party logistics partners once a shipment has been handed over.
In the event of damage in transit, please refer to Section 4.2 of this Policy. Ochre Spirits Private Limited shall not be liable for delays, losses, or damages caused by third-party logistics partners beyond our reasonable control, provided we have taken reasonable care in packaging and dispatch.
2.5 Delivery Attempts
Our logistics partners will attempt delivery up to two (2) times at the address provided in your order. If delivery cannot be completed after two attempts due to the recipient being unavailable, an incorrect address, or refusal of delivery, the package will be returned to our warehouse. In such cases, a reshipping fee may apply for redelivery. We will contact you via email or phone to arrange redelivery. If redelivery cannot be arranged within seven (7) days of the failed second attempt, the order may be cancelled and a refund issued after deducting applicable shipping charges.
It is your responsibility to ensure that the delivery address and contact details provided at the time of ordering are accurate and complete. Ochre Spirits Private Limited shall not be liable for non-delivery or delayed delivery arising from incorrect or incomplete address information provided by you.
2.6 Shipping Charges
Shipping charges, if applicable, will be displayed at the time of checkout before you confirm your order. We reserve the right to revise shipping charges at any time. Free shipping thresholds, if any, will be communicated on the Platform and are subject to change without notice.
3. Cancellation Policy
3.1 Cancellation Before Dispatch
You may cancel your order for any Product at any time before the order status changes to "Shipped" or "Dispatched." Cancellations can be initiated through the "My Orders" section of the Platform or by contacting us at yo@ochrespirits.com with your order number and reason for cancellation.
Upon successful cancellation before dispatch, a full refund will be processed to your original payment method within the timelines set out in Section 5 of this Policy.
3.2 Cancellation After Dispatch
Once an order has been dispatched and a tracking ID generated, cancellation is not permitted. If you wish to return the Product after receipt, please refer to the Return Policy in Section 4 of this Policy.
3.3 Cancellation by Ochre Spirits
We reserve the right to cancel any order at our discretion, including in the following circumstances:
- The ordered Product is out of stock or unavailable
- We are unable to deliver to your location
- We suspect fraudulent, unauthorised, or illegal activity in connection with the order
- There is an error in the pricing or description of the Product
- Payment has not been successfully processed or has been reversed
In the event that we cancel your order, we will notify you promptly and process a full refund to your original payment method within the timelines set out in Section 5 of this Policy.
4. Return Policy
4.1 Non-Alcoholic Beverages and Consumables
All non-alcoholic beverages, mixers, premix products, and other consumable products sold on our Platform are non-returnable once delivered, in compliance with FSSAI guidelines on the return of food and beverage products and to ensure consumer safety and hygiene.
This non-returnable policy applies regardless of whether the product has been opened. We strongly recommend that you review product descriptions and ingredient information carefully before placing an order.
4.2 Damaged, Defective, or Incorrect Products
Notwithstanding the above, if you receive a Product that is damaged, defective, leaked, contaminated, or does not match your order, you must notify us within forty-eight (48) hours of delivery by:
- Emailing yo@ochrespirits.com with your order number
- Attaching clear photographic or video evidence of the damage, defect, or discrepancy
- Providing a brief description of the issue
Claims submitted after forty-eight (48) hours of delivery will not be entertained. Upon receipt and verification of your claim, we will, at our discretion, arrange for a replacement of the affected Product or issue a full refund. We may request the return of the damaged or defective Product before processing a replacement or refund, in which case return shipping will be arranged and covered by us.
Ochre Spirits Private Limited shall not be liable for damage caused by mishandling of the Product after delivery.
4.3 Lifestyle Merchandise (Apparel and Glassware)
Returns and exchanges for lifestyle merchandise, including apparel and glassware, are accepted within seven (7) days of delivery, subject to the following conditions:
- The item must be unused, unworn, and unwashed
- The item must be in its original packaging with all tags, labels, and accessories intact
- The item must not have been damaged, altered, or used in any way after delivery
- The return request must be initiated through the "Support" tab on the Platform or by emailing yo@ochrespirits.com within seven (7) days of delivery
Returns that do not meet the above conditions will not be accepted and will be returned to you at your cost. We reserve the right to assess the condition of returned items before approving a return or exchange.
Glassware that has been damaged in transit will be handled under Section 4.2 above and not under this clause.
4.4 Non-Returnable Items
The following categories of items are not eligible for return under any circumstances other than those described in Section 4.2:
- All non-alcoholic beverages, mixers, premix products, and consumables
- Items that have been used, opened, washed, or altered after delivery
- Items not in their original packaging or with tags removed
- Items purchased during clearance, final sale, or promotional events designated as non-returnable at the time of purchase
Any item designated as non-returnable will be clearly communicated on the product listing page at the time of purchase.
5. Refund Policy and Timelines
5.1 Refund Eligibility
Refunds will be issued in the following circumstances:
- Successful cancellation of an order before dispatch
- Cancellation of an order by Ochre Spirits Private Limited
- Return of eligible lifestyle merchandise in accordance with Section 4.3
- Verified claim for a damaged, defective, or incorrect Product under Section 4.2 where a refund is approved in lieu of replacement
- Non-delivery of an order where Ochre Spirits is unable to complete delivery
5.2 Refund Process
Once a return is received at our facility and inspected, or once a cancellation or refund request is approved, refunds will be processed as follows:
- Refund initiation: within forty-eight (48) hours of inspection or approval
- Credit to original payment source: within seven (7) to ten (10) business days of refund initiation, depending on your bank or payment provider
Refunds will be credited to the original payment method used at the time of purchase — UPI, credit card, debit card, net banking, or wallet as applicable. We do not issue refunds to a different payment method or account than the one used for the original transaction.
5.3 Partial Refunds
In certain circumstances, including where only part of an order is returned or where a deduction for shipping charges applies, a partial refund may be issued. The amount of any partial refund will be communicated to you before processing.
5.4 Refund Delays
While we endeavour to process refunds within the timelines stated above, actual credit to your account depends on your bank or payment provider and is outside our control. If you have not received your refund within ten (10) business days of our confirmation of refund initiation, please contact your bank or payment provider first. If the issue persists, please reach out to us at yo@ochrespirits.com with your order number and refund reference.
Ochre Spirits Private Limited shall not be liable for delays in refund processing caused by third-party payment gateways or banking systems.
6. Exchanges
Exchanges are available for eligible lifestyle merchandise (apparel and glassware) within the seven (7) day window described in Section 4.3, subject to availability of the requested replacement item. If the requested replacement is not available, a refund will be offered instead.
To request an exchange, please initiate the request through the "Support" tab on the Platform or by emailing yo@ochrespirits.com within seven (7) days of delivery. Exchange requests submitted after this window will not be accepted.
7. Limitation of Liability
To the fullest extent permitted by applicable law, Ochre Spirits Private Limited shall not be liable for:
- Any loss or damage arising from delays in delivery caused by third-party logistics partners, force majeure events, or incorrect delivery information provided by you
- Any loss arising from your failure to inspect delivered Products within the forty-eight (48) hour claim window
- Any indirect, incidental, or consequential damages arising out of or in connection with the delivery, non-delivery, or condition of any Product
Our total liability in connection with any order shall not exceed the amount paid by you for that specific order.
8. Contact Us
For any queries, concerns, or requests relating to this Policy, please contact us at:
Ochre Spirits Private Limited
2nd Floor, No. 17, 7th Main Road, Indiranagar, Bengaluru, Karnataka 560 038
Email: yo@ochrespirits.com
Phone: +91 95612 47426
CIN: U10799GA2023PTC015881
GSTIN: 29AAECO0398N2ZR
Ochre Spirits Private Limited | CIN: U10799GA2023PTC015881 | GSTIN: 29AAECO0398N2ZR | Version 2.0 | 25th March 2026