info@healinggrain.in

7518600492

Kala Namak Healing Farms Village Gauri Dumariaganj Siddharth Nagar Up

Return & refund policy

Return & Refund Policy

Last updated: 18 October 2026

This Return & Refund Policy (“Policy”) applies to purchases of Kala Namak rice from Kala Namak Healing Farms, trading as Healing Grain (Proprietorship). Our registered operations are based in Uttar Pradesh, India. Our Udyam registration number is UDYAM-UP-70-0029854, and we hold valid FSSAI registration for small-scale food retail.

1. Our Commitment

We handle each packet of rice with care, grown and packed in small batches directly on our own land. Because our products are natural, small-batch, and perishable food items, we follow a limited and transparent returns policy to ensure food safety and fairness to both sides.

2. Natural Variation Is Not a Defect

Kala Namak is a traditional, minimally processed heritage grain — not a standardised, uniformly polished commercial rice. Its aroma, grain appearance, and cooked texture will naturally vary slightly batch to batch, season to season. This is a known and expected characteristic of the variety, not a quality fault.

Taste, aroma, and texture preference are also inherently subjective — what one person finds excellent, another may not enjoy as much. A product that is objectively sound (undamaged, uncontaminated, correctly packed and dispatched) is not eligible for return, replacement, or refund on the basis of personal taste, aroma preference, or subjective dissatisfaction alone. Our return policy covers verifiable, objective issues only — set out below.

3. When Returns, Replacements or Refunds Are Accepted

We accept claims only in the following cases:

  • The item received is damaged or the packaging is torn/compromised in transit.
  • The item received is contaminated, spoiled, or contains visible foreign matter.
  • The item received is the wrong product or an incorrect quantity from what was ordered.

We do not accept claims for: opened, used, or partially consumed products (other than to document a defect); change of mind; or dissatisfaction with taste, aroma, or texture where the product itself is otherwise sound (see Section 2).

4. Time Limit and Evidence Required

  • All claims must be reported within 3 days of delivery.
  • To be considered, you must provide: clear photos or a short video of the product and its packaging as received, your order reference number, delivery address, and a short description of the issue.
  • Claims made after 3 days, or without supporting photo/video evidence, may not be eligible for a remedy.

5. How to Raise a Claim

  1. Contact us within 3 days of delivery by email at info@healinggrain.in, or by WhatsApp at +91 7518600492.
  2. Share: (a) order reference, (b) delivery date, (c) photos/video showing the issue, and (d) your preferred remedy (replacement or refund).
  3. We will respond within 48 business hours with our decision and next steps. All claim decisions will be confirmed in writing by email.

6. No Return Shipping Required (in most cases)

Because our products are shipped across India and reverse logistics on a 5 kg food item is often costlier than the product itself, we do not require you to ship the product back to us to process an approved claim. Photo and video evidence, as described in Section 4, is sufficient in almost all cases.

In rare cases where we genuinely need the physical product back for quality verification, we will arrange and pay for that pickup ourselves — you will not be asked to bear that shipping cost.

7. Remedies

If a claim is approved, we will, at our discretion, either:

  • Arrange a replacement shipment at no additional cost to you; or
  • Issue a refund equal to the product price (excluding original delivery/handling charges) via the original payment method, or by bank/UPI transfer if the original method is unavailable.

Approved refunds are processed within 5–7 business days of approval.

8. Pre-Harvest Enquiries and Reservations

This Policy applies to completed purchases only. Enquiries or expressions of interest made regarding a future harvest, where no payment has been made and no order has been confirmed, are not purchases and are not covered by this Policy. Terms for any future harvest will be communicated and agreed separately at the time of order confirmation.

9. Right to Verify and Refuse Claims

We reserve the right to request additional evidence, decline a claim that is unsupported, inconsistent, submitted outside the stated timeline, or reasonably suspected to be fraudulent or made in bad faith, and to refuse further claims from an account or order history showing a pattern of such conduct. Our decision on eligibility under Sections 3 and 4 is final, without prejudice to your statutory rights under Section 11.

10. Limitation of Liability

To the maximum extent permitted by law, our total liability for any claim under this Policy — whether in contract, tort, or otherwise — is limited to the purchase price of the affected product(s). We are not liable for indirect, incidental, special, or consequential losses arising from the use, or inability to use, our products. Nothing in this Policy excludes or limits liability that cannot lawfully be excluded or limited under applicable Indian law.

11. Consumer Rights & Legal Remedies

This Policy is in addition to, and does not limit, your statutory rights under applicable Indian consumer protection law, including the Consumer Protection Act, 2019 and rules made thereunder.

12. Force Majeure

We are not liable for any delay or failure in processing a return, replacement, or refund caused by events beyond our reasonable control, including but not limited to natural calamities, strikes, courier or logistics disruptions, government restrictions, or other force majeure events. Affected timelines in this Policy will extend accordingly.

13. Amendments

We may update this Policy from time to time to reflect changes in our operations or applicable law. The version in force at the time an order is placed will govern that order. The “Last updated” date at the top of this page indicates the current version.

14. Severability

If any provision of this Policy is held invalid or unenforceable by a court or authority of competent jurisdiction, that provision will be enforced to the maximum extent permissible, and the remaining provisions will continue in full force and effect.

15. Governing Law & Jurisdiction

This Policy and any dispute arising from it are governed by the laws of India. Subject to your statutory rights under applicable consumer protection law, the courts of Uttar Pradesh have exclusive jurisdiction over any related disputes.

16. Contact

By placing an order with us, you agree to the terms of this Return & Refund Policy.

This Policy is a template prepared to be consumer-friendly and to satisfy common Merchant Center-style requirements. It is not a substitute for legal advice tailored to your specific business circumstances.