Returns & refunds

1The short version

If what arrives is damaged, leaking, past its date, or simply not what you ordered — send us a photo on WhatsApp within 24 hours of delivery. We replace it free, or refund it in full. Your choice, not ours. No forms, no argument, nothing to post back.

The rest of this page is the detail: what is covered, what is not, and how long a refund takes to reach you. If you only read the box above, you have the important part.

2What we replace or refund

• Damaged in transit — a broken bottle, a cracked egg, a burst pouch.
• Leaking or badly sealed packs.
• Wrong item or wrong size compared with what your order says.
• Missing item from the parcel.
• Past its best-before date on arrival, or so close to it that you could not reasonably use it.
• Genuinely spoiled food — off smell, mould, anything that is clearly not right.

In every one of these cases the remedy is a free replacement or a full refund of that item, including any delivery charge you paid on it. You keep the item that arrived; we do not ask you to courier food back to us.

3What we cannot take back

We sell food, and once it has left our hands and been opened we cannot resell it. So a few things are outside this policy:

• Change of mind on an opened pack. If you have opened the oil and decided you prefer another one, that is not a fault and we cannot take it back.
• Natural variation. Sediment settling at the bottom of a cold-pressed oil, a difference in colour or aroma between batches, a slightly different shade of turmeric — these are what unrefined, small-batch food looks like, not defects. There is more on this on Know your food.
• Storage after delivery. Eggs left out in a Hyderabad summer, or oil kept in direct sun, will not last as long as they should. Storage guidance is on every product page and on the FAQ.
• Claims made after the window. See the next section — the 24-hour window on damage exists so we can tell a transit problem from a storage one.

If you are ever unsure whether something counts as a fault or as natural variation, just send the photo anyway. We would rather look at it and tell you it is fine than have you throw away good food — or keep quiet about a real problem.

4How to raise it

• Within 24 hours of delivery for anything damaged, leaking, spoiled, missing or wrong.
• Message us on WhatsApp at +91 75693 22984 — that is where we actually reply. Email works too: ramacountryfarm@gmail.com.
• Send a photo of the item and, if you can, the batch number printed on the pack. That is usually all we need.
• Tell us which you want — a replacement on the next delivery, or the money back.

A real person reads it. We aim to answer the same day during business hours (Mon–Sat, 7 AM – 7 PM) and to settle it within two working days.

5Cancelling an order

You can cancel any order before it is dispatched and get a full refund, no questions asked. Message us or use the cancel option on the order in your order history.

Once a local delivery is out with our delivery person, or a courier parcel has been handed over, we cannot cancel it. At that point, refuse the delivery or accept it and raise a return under this policy instead.

6How refunds are paid

Refunds go back to the same method you paid with, through Razorpay. We do not issue store credit instead of money unless you ask for it.

The last step is with your bank, not with us. If it has been longer than seven working days since we told you the refund was initiated, message us and we will send you the Razorpay reference so you can chase it with them.

Where a whole order is cancelled or returned, any delivery charge you paid is refunded with it. Where only one item of several is refunded, the delivery charge stays — the rest of the order was still delivered.