Refund policy
Cancellation, Return, Refund & Replacement Policy
This policy explains the conditions applicable to order cancellation, returns, replacements and refunds for purchases made through bharatgramudyogsangh.org.
1. Order Cancellation Before Dispatch
Customers may request cancellation of an order before the order is dispatched.
To request cancellation, the customer may:
- Use the available cancellation option on the website, where provided.
- Contact customer support.
Once an order has been dispatched, it ordinarily cannot be cancelled.
2. Refund for Cancelled Prepaid Orders
Where an eligible prepaid order is cancelled before dispatch, the applicable refund will be initiated to the original payment method wherever technically possible.
The refund will ordinarily be processed by Bharat Gram Udyog within 6–7 working days.
Additional time may be required by the customer's:
- Bank
- Card issuer
- UPI provider
- Payment gateway
to reflect the amount.
3. Products Eligible for Return or Replacement
A return/replacement request may be considered where the customer receives:
- A damaged product
- A defective product
- An incorrect product
- A product with missing quantity
- A materially tampered shipment
- Another verified fulfilment issue attributable to the order
4. Time Limit to Raise a Complaint
Customers should raise an eligible complaint within 48 hours of delivery.
Requests submitted after this period may not be accepted unless required under applicable law or justified by exceptional circumstances.
5. Evidence Required
To verify a claim, Bharat Gram Udyog may request:
- Order number
- Customer name
- Registered mobile number
- Product details
- Photographs of the product
- Photograph of packaging
- Shipping label
- Batch details
- Video evidence, where reasonably required
- Any other information relevant to the complaint
Customers should retain the product and packaging until the complaint is resolved.
6. Unboxing Evidence
For claims involving:
- Missing items
- Wrong products
- Severe damage
- Tampered packaging
customers are encouraged to record an unboxing video from the time the sealed parcel is opened.
Absence of an unboxing video will not automatically invalidate a genuine claim, but available evidence may be considered during verification.
7. Product Condition
Where a physical return is required, the product should ordinarily be:
- Unused
- In original packaging
- With labels intact
- With accessories/free items, if supplied
This condition may not apply in the same way where opening the package was reasonably necessary to identify a defect or wrong product.
8. Products Not Eligible for Return
Products generally will not be accepted for return merely because of:
- Change of mind
- Personal preference
- Dislike of taste, colour, aroma or texture
- Minor natural variation in herbal/natural ingredients
- Incorrect product selection by the customer
Opened or used products are ordinarily non-returnable except where there is a verified defect, incorrect supply, safety issue or another remedy required under applicable law.
9. Replacement
For an approved damaged, defective, incorrect or missing-item claim, Bharat Gram Udyog may provide an appropriate replacement at no additional product or shipping cost.
Replacement will be subject to product availability.
Once we receive the returned product, the replacement product will be dispatched within 24–48 hours.
If the same product is unavailable, we may offer an alternative remedy in accordance with applicable law and the circumstances of the case.
10. Return Pickup
Where return pickup is required for an approved claim, Bharat Gram Udyog will arrange the pickup at no additional charge where courier service is available.
In some areas, another reasonable return method may be communicated to the customer.
11. Refunds
Our primary remedy for eligible damaged, defective or incorrect-product claims may be replacement.
However, where a refund is required or approved—for example where replacement is not reasonably possible—the applicable amount will be processed to the original payment method wherever technically possible.
Once we receive the returned product, we will verify it within 24–48 hours. After approval, the refund will be processed within 6–7 working days. The amount may take additional time to reflect in your account, depending on your bank, card issuer, UPI provider or payment gateway.
Nothing in this policy limits rights available to customers under applicable consumer law.
12. COD Orders
For an approved refund relating to a Cash on Delivery order, the customer may be asked to provide suitable bank or UPI details through the authorised refund process.
Customers should never share OTP, UPI PIN or other confidential banking credentials.
13. Missing Item or Quantity
If an order is delivered with an item or quantity missing, the customer should raise a complaint within 48 hours.
After verification, we may:
- Send the missing item/quantity,
- Provide replacement, or
- Provide another appropriate remedy.
Once your complaint is verified, the missing item or quantity will be dispatched within 24–48 hours.
14. Wrong Product Received
If the product delivered is different from the product ordered, the customer should:
- Avoid using the product.
- Keep the original packaging.
- Raise a complaint within 48 hours.
- Provide requested evidence.
After verification, an appropriate replacement or other remedy will be provided.
15. Natural Product Variations
Natural and Ayurvedic products may sometimes have minor differences in:
- Colour
- Taste
- Smell
- Texture
- Consistency
Such natural variations alone do not constitute damage or defect where the product remains within applicable quality specifications.
16. Orders Refused at Delivery
Customers should not refuse a valid order without reasonable cause.
Repeated refusal or non-acceptance of COD orders may result in restriction of COD availability for future orders.
17. Contact for Cancellation, Return or Replacement
Bharat Gram Udyog
Phone: +91 9205963262
Email: support@bharatgramudyogsangh.org
Support Hours: Monday to Saturday, 9:00 AM to 6:00 PM
Customers may also use the online complaint/grievance form available on our website.