Refund & Returns Policy

1. Our Promise

Flour is a perishable food, so like every food business we cannot take back opened packets and resell them — hygiene and food-safety law rightly forbid it. What we can promise is this:

• If an order arrives damaged, defective or wrong, we replace it or refund it in full — your choice.
• If a product has a genuine quality issue within its shelf life, we make it right.
• We never make you fight for it. One message with photos is usually all it takes.

2. What's Covered

You are eligible for a replacement or refund when:

• Transit damage — the packet arrives torn, leaking, crushed or tampered with.
• Wrong item — you received a different product, size or quantity than you ordered.
• Missing item — an item from your order was not in the package.
• Quality defect — the flour is off in smell, colour, taste or texture, or shows spoilage or infestation, within its shelf life and when stored as directed on the packet.
• Expiry issue — the product arrived past, or unreasonably close to, its best-before date.

3. What's Not Covered

• Change of mind after the order has been dispatched, or ordering the wrong item by mistake (contact us before dispatch and we'll cancel it free — see Cancellations).
• Opened or partially used packets, unless the request is about a quality defect under section 2.
• Natural batch-to-batch variation in colour, texture or aroma — stone-ground, small-batch flour varies slightly by harvest and grain; that is normal, not a defect.
• Spoilage caused by improper storage after delivery (heat, moisture, non-airtight containers) or use past the best-before date.
• Requests raised after the reporting window in section 4 has passed.
• Products bought from third-party sellers or marketplaces — please contact the platform you bought from.

4. How to Raise a Request

Three steps, no forms to hunt for:

• Step 1 — Contact us within 48 hours of delivery (for damage, wrong or missing items), or any time within shelf life for quality defects. Reach us by email, phone or WhatsApp — details in Contact Us.
• Step 2 — Share your order number and photos: the outer package, the product packet (front and back, showing the batch number and best-before date), and the issue itself. For missing items, a photo of everything you received.
• Step 3 — We respond within 1 business day with the resolution. If we need the product back for inspection, we arrange and pay for the pickup — you never pay return shipping for a valid claim.

A tip that speeds things up: if a package looks visibly damaged at the door, refuse it or ask the delivery person to note the damage — then tell us. Refused-damaged orders are refunded in full automatically.

5. Replacement or Refund

• Replacement (default): we ship a fresh replacement of the same item at no cost, usually with our next milling dispatch (2–4 business days).
• Refund: if you'd rather not wait, or the item is out of stock, we refund the item price plus any shipping charge attributable to it.
• Partial orders: if only one item in a multi-item order is affected, the replacement or refund applies to that item — the rest of your order is unaffected.
• The choice between replacement and refund is yours for every valid claim.

6. Refund Timelines

• Approval: valid claims are approved within 1–2 business days of receiving your photos (or of pickup inspection, where needed).
• Initiation: we initiate the refund within 2 business days of approval.
• Prepaid orders (UPI / card / net banking): refunded to the original payment method. Banks typically credit it in 5–7 business days.
• Cash on Delivery orders: refunded by bank transfer or UPI to details you share with us, within 5–7 business days of approval.
• If a refund hasn't reached you within 10 business days of our initiation confirmation, contact us and we'll chase it with the payment gateway or bank.

7. Order Cancellations

• You can cancel any order free of charge before it is dispatched — from your account, or by contacting us with your order number.
• Once dispatched, an order cannot be cancelled mid-way; if the issue falls under section 2, raise a claim instead once it arrives (or refuse delivery of a visibly damaged package).
• Prepaid cancellations are refunded in full, initiated within 2 business days.
• If we cancel your order (stock-out, unserviceable address, listing error), you are informed immediately and prepaid amounts are refunded in full.

8. Lost or Undelivered Orders

• If tracking shows no movement for 7 days, or an order is marked delivered but you haven't received it, contact us within 48 hours of the delivery notification.
• We investigate with the courier partner and respond within 3 business days.
• If the courier confirms the shipment is lost, you choose a free reshipment or a full refund.
• If delivery failed due to an incorrect address or repeated unavailability, we'll contact you to arrange re-delivery; re-shipping charges may apply as per our Terms & Conditions.

9. Storage & Shelf Life

Stone-ground and sprouted flours keep their full nutrition because nothing is stripped out — which also means they are more alive than refined flour. To stay eligible for quality claims and, more importantly, to enjoy the flour at its best:

• Transfer the flour to an airtight container after opening.
• Store in a cool, dry place away from direct sunlight; refrigeration extends freshness in humid months.
• Use within the best-before period printed on the packet.

10. Your Statutory Rights

Nothing in this policy limits or replaces your rights under the Consumer Protection Act, 2019, the Food Safety and Standards Act, 2006, or any other applicable Indian law. This policy sits on top of those rights — it does not take anything away from them.

11. Contact Us

For refunds, replacements, cancellations or anything in between:

Keep your order number handy — it's in your confirmation email — and we'll take it from there.