Refund policy

FarmGrade Organics Private Limited stands behind every product we sell. We source certified organic produce with care and take quality assurance seriously at every stage — from farm to fulfilment. This Refund & Return Policy ('Policy') outlines the specific circumstances under which returns and refunds are accepted, the process you must follow, and the timelines you can expect.

By placing an order on www.farmgrade.in, you agree to the terms of this Policy, which forms part of our overall Terms of Service. Please read this Policy carefully before purchasing.

1.  OUR QUALITY COMMITMENT

All products dispatched from FarmGrade undergo quality checks before packing. We ensure that items are free from obvious damage, within their shelf life, correctly labelled, and packed securely. Despite these measures, isolated incidents may occasionally occur. In such cases, we are committed to resolving your concern fairly, efficiently, and without unnecessary friction.

2.  ELIGIBILITY FOR RETURNS & REFUNDS

FarmGrade will consider a return or refund claim only under the following circumstances:

• The product delivered is physically damaged, broken, or leaking.
• The product delivered is materially different from what was ordered (wrong product, wrong variant, wrong quantity).
• The product has a manufacturing defect or is clearly compromised in quality (e.g., foreign object, contamination).
• The product delivered has already crossed its 'Best Before' or 'Expiry' date at the time of delivery.
• One or more items from your order are missing, and this has not been communicated in advance.
• The shipment is confirmed lost in transit by the logistics partner and FarmGrade's internal team.
• All other scenarios — including but not limited to change of mind, taste preference, product opened after delivery, ordering errors, or minor cosmetic variation in appearance — are not eligible for return or refund.
  

3.  NON-RETURNABLE PRODUCTS

The following categories of products are strictly non-returnable under any circumstances, unless defective or incorrectly delivered:

• Perishable goods — fresh produce, dairy, and items with a shelf life of less than 7 days.
• Any product that has been opened, partially used, or tampered with after delivery.
• Products purchased during promotional sales, discounted events, or clearance offers (unless defective).
• Gift wrapping, personalised packaging, or bundled combo packs where individual items have been separated.
• Digital products, e-vouchers, or subscription plans.

4.  HOW TO RAISE A REFUND / RETURN REQUEST

If you believe your order qualifies for a refund or return, please follow these steps precisely:

• STEP 1: Contact us within 48 hours of delivery. Claims raised after 48 hours will not be entertained for perishable items. For non-perishable items, claims must be raised within 7 days of delivery.
• STEP 2: Email connect@farmgrade.in with the subject line: 'Refund Request — [Your Order ID]'.
• STEP 3: Include clear photographic/video evidence of the issue — showing the product, packaging, batch number, and visible defect.
• STEP 4: Our customer support team will review your claim and respond within 1–2 business days.
• STEP 5: If your claim is approved, we will initiate a refund or arrange a replacement within the applicable timeline.

Incomplete claims — those without Order ID, contact details, or supporting evidence — will not be processed. FarmGrade reserves the right to request additional information before approving a claim.

5.  QUICK REFERENCE — REFUND ELIGIBILITY TABLE

The above timelines begin upon FarmGrade's approval of the claim, not the date of filing.

6.  REFUND METHODS & PROCESSING

Upon approval of your claim, refunds will be processed using the following method:

• Original Payment Method: Refunds are credited to the same account, card, or UPI ID used for the original transaction.
• FarmGrade Wallet Credits: In some cases, we may offer store credits or discount vouchers as an alternative to a monetary refund. These will be communicated clearly and are never imposed without your agreement.
• Bank Transfer: For Cash on Delivery orders, refunds are processed via NEFT/IMPS to the bank account details provided by the Customer. Processing time is 5–7 business days after approval.
• FarmGrade is not responsible for delays caused by your bank or payment gateway in crediting the refund to your account. Once the refund is initiated from our end, we have no control over the time taken by the respective institution.

7.  RETURN LOGISTICS

Where a physical return of the product is required (at FarmGrade's discretion), the following applies:

• FarmGrade may arrange a reverse pickup from your delivery address at no cost to you.
• In cases where reverse pickup is not available in your area, you may be asked to dispose of the item and a refund will be issued based on your submitted evidence alone.
• Do NOT courier products back to us without receiving prior written approval from our team. Unauthorised returns will not be accepted or refunded.
• Returned products must be in their original, unopened packaging wherever applicable.

8.  ORDER CANCELLATION

8.1  Cancellation by Customer

You may cancel your order before it has been dispatched from our fulfilment centre. Once dispatch confirmation is sent, cancellation is no longer possible. To cancel, email connect@farmgrade.in immediately with your Order ID. If cancellation is successful, a full refund will be initiated within 7 business days.

8.2  Cancellation by FarmGrade

FarmGrade reserves the right to cancel any order at its discretion, including but not limited to cases of stock unavailability, pricing errors, suspected fraudulent activity, or force majeure events. In such cases, a full refund will be issued to the original payment method.

9.  DISPUTES & ESCALATIONS

If you are dissatisfied with the resolution provided by our customer support team, you may escalate the matter by emailing connect@farmgrade.in with your Order ID and the details of your concern. Our Grievance Officer will review your case and respond within 5 business days.

FarmGrade is committed to fair resolution. All disputes, if unresolved amicably, shall be subject to the exclusive jurisdiction of courts in Pathanamthitta, India, as outlined in our Terms of Service.

10.  AMENDMENTS TO THIS POLICY

FarmGrade Organics Private Limited reserves the right to modify, update, or withdraw this Refund & Return Policy at any time. Changes will be effective from the date of publication on www.farmgrade.in at the sole discretion of Farmgrade Organics Pvt Ltd.