Refund & Cancellation

At Hanu Agro (operating the brand "Gaon Se Ghar"), we stand behind the quality of every product we ship. Because our products are consumable food items, our refund policy is designed with food-safety and hygiene in mind. This policy explains when you are eligible for a refund or cancellation, and how to raise a request.

This policy should be read together with our Terms of Service and Privacy Policy.

You may request a refund or replacement if any of the following apply:

• The product received is damaged, leaking, or tampered with upon delivery.
• You received the wrong product (different from what you ordered).
• The product is expired or within 30 days of its expiry date.
• The order is incomplete (item/quantity missing).
• Quality issues (e.g. foreign particles, spoilage, foul odour) on opening the sealed pack.

For food-safety and hygiene reasons, we cannot accept refunds in the following cases:

• Change of mind after the product is shipped or delivered.
• Opened/partially-used products, unless a quality issue is reported.
• Products damaged due to misuse, improper storage, or mishandling after delivery.
• Minor variation in colour, appearance, or packaging from the product images (natural farm products may vary).
• Requests raised after the 48-hour window from delivery.
• Products purchased as part of a non-returnable promotional offer (clearly marked at checkout).

To raise a refund or replacement request, follow these steps:

1. Contact us within 48 hours of delivery at support@gaonseghar.com.
2. Provide your Order ID, registered mobile number, and a brief description of the issue.
3. Attach clear photos or a short video of the damaged/wrong/expired product, including the outer packaging and the sealed pack.
4. Do not discard the product or its packaging until your request is resolved.
5. Our team will review your request and respond within 2 business days.
6. If approved, we will either arrange a replacement or initiate a refund to your original payment method.

You can cancel your order in the following situations:

• Before shipping — go to My Orders and click "Cancel Order", or email us. No cancellation fee applies.
• After shipping / in transit — cancellation is generally not possible once the package has been handed over to the courier. You may refuse delivery, in which case the order is treated as "Return to Origin" and we will refund the amount minus logistics costs.
• Cancelled by us — if we cancel your order due to stock issues, pricing errors, suspected fraud, or undeliverable address, you will receive a full refund to your original payment method.

Once a refund is approved, we initiate it immediately. The time it takes to appear in your account depends on your bank and payment method:

If the refund has not reflected after the timeline above, please check with your bank/payment provider first, then contact us with your transaction reference number (RRN/UTR).

• Refunds are processed to the original payment method used at checkout.
• For COD orders, we will request your UPI ID or bank account details to process the refund.
• Refunds are processed by our payment partner Razorpay Software Private Limited, an RBI-regulated, PCI-DSS Level 1 certified payment aggregator.
• Delivery charges (if any) are non-refundable unless the return is due to our error (wrong/damaged/expired product).
• If you used a discount coupon, the refund will be adjusted to the amount actually paid, not the original MRP.

If your package arrives damaged or items are missing:

• Do not accept the parcel if the outer carton is heavily damaged — refuse delivery and inform us immediately.
• If you notice damage after opening, take clear photos of the outer packaging, the damaged item, and the invoice before discarding anything.
• Raise a request within 48 hours of delivery at support@gaonseghar.com.
• We will arrange a replacement or full refund at no extra cost to you.

For any refund, cancellation, or replacement queries: