Refund policy

REFUND, RETURN AND CANCELLATION POLICY

Last updated: 7 August 2026

Thank you for shopping with Grain Essence.

We take care to clean, pack and dispatch our products securely. As our products are edible grocery items, returns are accepted only in the circumstances described below.

1. ELIGIBLE ISSUES

You may request a replacement or refund if:

• You receive an incorrect product.
• The product arrives damaged, leaking or materially tampered with.
• The product is past its stated best-before date when delivered.
• An item shown on the invoice is missing from the package.
• The quantity or pack size delivered is different from the quantity ordered.

2. REPORTING AN ISSUE

Please contact us within 48 hours of delivery at:

WhatsApp: +91 73778 00800
Email: trade@grainessence.in

Please provide:

• Your order number.
• A description of the issue.
• Clear photographs of the outer package, shipping label and affected product.
• An unpacking video, where available.
• Batch number and best-before details printed on the pack.

We may be unable to approve requests submitted after 48 hours or without reasonable supporting evidence.

3. NON-RETURNABLE ITEMS

For hygiene and food-safety reasons, we cannot accept returns merely because:

• The customer no longer wants the product.
• The customer ordered the wrong pack size or quantity.
• The customer does not like the natural taste, colour, grain size or texture.
• A sealed food package has been opened or used.
• The product has been stored improperly after delivery.
• The delivery was refused without a verified product or fulfilment issue.

Natural agricultural products may show reasonable variation in colour, size and appearance. Such normal variation is not considered a defect.

4. REPLACEMENTS

Where a replacement is approved, Grain Essence may replace the affected unit or item, subject to availability.

We may request that the affected product be retained until the claim is reviewed. Where a return is required, collection instructions will be shared by our support team.

5. REFUNDS

Approved refunds will be issued for the affected product and, where applicable, related delivery charges.

Refunds for prepaid orders will normally be sent to the original payment method.

Approved refunds for Cash on Delivery orders may be processed through bank transfer or UPI after the customer provides the required payment details.

Grain Essence will generally initiate an approved refund within 5 business days. Banks and payment providers may require additional time to credit the amount.

6. ORDER CANCELLATION

An order may be cancelled before it has been packed or dispatched.

To request cancellation, contact us immediately on WhatsApp at +91 73778 00800.

Once an order has been dispatched, cancellation may not be possible. If delivery is refused after dispatch without a valid fulfilment issue, outbound and return-delivery costs may be deducted from any approved refund.

7. UNDELIVERED OR RETURNED ORDERS

If an order is returned because of:

• An incomplete or incorrect address.
• Repeated failed delivery attempts.
• An unavailable recipient.
• Refusal to accept a confirmed order.

We may charge an additional delivery fee for reshipment.

8. CONSUMER RIGHTS

Nothing in this policy limits any rights available to customers under applicable Indian consumer-protection law.

9. CONTACT AND GRIEVANCE SUPPORT

Grievance Officer
Grain Essence

Email: trade@grainessence.in
WhatsApp/Phone: +91 73778 00800

Address:
Ground Floor, Orion,
Shrinagar Road,
Raipur, Chhattisgarh 492001,
India