At Gehlot Agro Industries, brand owners of Kutumb Chakki Fresh Atta and Heera Moti Chakki Fresh Atta, we strive to deliver the highest quality food products to our customers. Since flour (Atta) and food items are perishable consumer goods, our Return and Refund Policy is designed to ensure food safety, transparency, and customer satisfaction.
1 Order Cancellation
- Before Dispatch: You can cancel your order within 2 to 4 hours of placing it, or before it has been processed and dispatched from our warehouse. Once cancelled, a 100% refund will be processed to your original payment method within 5–7 business days.
- After Dispatch: Orders cannot be cancelled once they have been dispatched or are out for delivery.
- Cancellation by Company: We reserve the right to cancel any order due to stock unavailability, incorrect delivery address/pincode unserviceability, or suspected fraudulent activity. In such cases, a full refund will be issued immediately.
2 Return & Replacement Policy
Due to hygiene and food safety standards (FSSAI guidelines), we do not accept returns on opened or used food products.
However, we accept returns or replacements under the following conditions:
- Damaged or Tampered Packaging: The bag/pouch is torn, unsealed, or damaged during transit.
- Incorrect Product Delivered: You received a different item, brand, or weight variant than what you ordered.
- Quality / Defect Issue: Severe quality concerns noticed immediately upon unsealing (e.g., infestation, foreign particles, or severe moisture damage).
Note: To be eligible for a return/replacement, you must report the issue within 24 to 48 hours of receiving the delivery.
3 Non-Returnable / Non-Refundable Scenarios
Refunds or replacements will NOT be issued under the following circumstances:
- Incorrect shipping address or contact details provided by the customer at checkout.
- Failed delivery attempts by our courier partner (e.g., customer unavailable or doorstep refused).
- Minor outer packaging creases that do not affect the safety or quality of the flour inside.
- Issues reported after 48 hours of delivery.
4 How to Request a Return / Replacement
- Unboxing Proof: Take clear photos or an unboxing video of the damaged pouch, showing the shipping label, batch number, and damage clearly.
- Contact Support: Reach out to our customer support team with your Order ID and media proof.
- Resolution: Our quality team will review the proof. Upon approval, we will arrange a reverse pickup or directly dispatch a replacement package within 2–4 business days.
5 Refund Policy
- Eligibility: Refunds are approved only if the returned item is verified as damaged/incorrect, or if an order cancellation is approved prior to dispatch.
- Prepaid Orders: Refunds will be credited back to your original payment mode (UPI, Credit/Debit Card, Net Banking) within 5 to 7 working days.
- Cash on Delivery (COD) Orders: For COD orders, refunds will be transferred directly to your bank account or UPI ID after verifying your account details with our support team.