Refund policy

At PEP AND POP PRIVATE LIMITED ("we", "us", "our"), operating under the brand name The Patang Story, we craft every product with care and intention. Since most of our items are fresh, small-batch, and food-based, we follow a strict no refund and no return policy.

That said, we are here to ensure a smooth experience — and we do offer exchanges in rare situations where something hasn’t gone right.

1. NO RETURNS OR REFUNDS
All purchases made on our website are final. We do not accept returns or offer refunds under any circumstance — whether due to personal preference, change of mind, or delivery delays.

2. EXCHANGES (FOR DAMAGED OR INCORRECT ITEMS)
If your product arrives damaged, defective, or you receive the wrong item, we’ll be happy to arrange for a replacement. To be eligible:
a)     You must notify us within 24 hours of delivery.
b)     You must share photo/video evidence of the issue along with your order ID.
c)     The product must be unused, unopened, and in its original packaging with all tags/invoices intact.
If the issue is validated by our team, we’ll send you a replacement at no extra cost. No refunds will be issued.

3. NO EXCHANGE FOR THESE CATEGORIES
We do not allow exchanges for:
a)     Perishable food items with no quality concern.
b)     Items damaged due to mishandling after delivery.
c)     Products missing original packaging, tags, or invoice.
d)     Complaints raised after 24 hours of delivery.

4. MISSING ITEM IN ORDER
If something from your order is missing, reach out to us within 24 hours of delivery. We’ll verify the issue and ship the missing item once confirmed. We do not process refunds in such cases.

5. QUALITY CONCERNS
We stand by the quality of our products. If something feels off, drop us a message with photos and a brief note. Our team will evaluate and may offer a replacement on a case-by-case basis.

6. CANCELLATION OF THE ORDER
Once an order has been placed, it cannot be cancelled under any circumstances.

7. COMPLAINT WINDOW
All complaints, including damage, missing items, or quality concerns, must be raised within 24 hours of delivery. Requests beyond this timeframe won’t be eligible for any resolution.

If you need help with your order, write to us at fly[at]thepatangstory[dot]com — we’re always listening.