Cancellation Policy
Effective Date: 01 Jan 2027
At Earthsutra, we understand that sometimes you may need to cancel an order after placing it. We aim to make the cancellation process simple, transparent, and convenient for our customers.
Earthsutra is an online grocery brand offering grocery products and 100% natural edible products, including raw and cooking oils, with a focus on providing natural, pure, and thoughtfully produced food products to customers across India.
Please read the following Cancellation Policy carefully to understand when and how an order can be cancelled.
1. Order Cancellation
An order placed on the Earthsutra website can generally be cancelled only before the order has been processed or dispatched.
To request cancellation, customers are requested to contact Earthsutra Customer Care as soon as possible after placing the order. Cancellation requests can be submitted through our customer care phone number or email address provided below.
Once an order has entered the processing, packing, dispatch, or shipment stage, cancellation may no longer be possible.
2. Cancellation Before Dispatch
If your cancellation request is received and approved before the order is dispatched, Earthsutra will cancel the order and initiate the applicable refund, subject to the payment method and refund processing procedures.
For prepaid orders, the eligible refund will generally be processed to the original payment method used for the transaction.
The time taken for the refund to appear in your bank account, card, UPI account, or other payment method may vary depending on the payment service provider, banking institution, or financial intermediary.
3. Cancellation After Dispatch
Once an order has been dispatched from our facility or handed over to the shipping or logistics partner, the order may not be eligible for cancellation through the normal cancellation process.
Our shipment partners may include Shiprocket and DTDC. Once an order is in transit, the delivery process may already have commenced and cancellation may not be practically possible.
In such cases, customers may contact Earthsutra Customer Care for assistance. Any further action will depend on the status of the shipment and the applicable return, refund, and delivery policies of Earthsutra.
4. Cancellation Due to Unavailability of Products
In certain situations, Earthsutra may need to cancel an order due to product unavailability, stock-related issues, operational circumstances, incorrect pricing caused by a technical error, delivery limitations, or other unavoidable reasons.
If Earthsutra cancels a prepaid order for such reasons, the applicable amount paid by the customer will be refunded through the appropriate payment channel.
For cash-on-delivery orders, no payment refund will be applicable where payment has not yet been collected.
5. Payment Processing and Refunds
Payments made through the Earthsutra website may be processed through our payment partner, Razorpay.
For eligible cancelled prepaid orders, Earthsutra will initiate the applicable refund after the cancellation has been confirmed.
Although we initiate refunds promptly, the actual time required for the refund to be credited may depend on Razorpay, the customer’s bank, card issuer, UPI provider, or other payment service provider.
Earthsutra will not be responsible for delays caused by third-party banking or payment processing systems after the refund has been successfully initiated from our side.
6. Promotional Offers and Discounts
Orders placed using promotional offers, discount codes, special pricing, free-product offers, or other promotional benefits may be subject to additional terms and conditions.
Where an order is cancelled, the treatment of promotional discounts, coupons, promotional benefits, or other offers will depend on the applicable terms of the respective offer.
A promotional code or discount may not necessarily be reinstated after cancellation.
7. Partial Cancellation
Where an order contains multiple products, a request to cancel only selected products may be accepted depending on the processing and dispatch status of the individual items.
Once any item has been packed or dispatched, cancellation of that item may no longer be possible.
Earthsutra reserves the right to determine whether a partial cancellation can be processed based on the status of the order.
8. Incorrect or Fraudulent Orders
Earthsutra reserves the right to cancel orders that appear to contain incorrect, incomplete, misleading, fraudulent, suspicious, or unauthorized information.
Orders may also be cancelled where there is a reasonable concern relating to payment fraud, misuse of promotional offers, unusual ordering activity, or other activities that may compromise the security or integrity of our services.
Where applicable, any eligible amount paid by the customer will be refunded through the appropriate payment channel.
9. Cancellation Request Process
To request cancellation of an order, please contact Earthsutra Customer Care with your order details as soon as possible.
Please provide your Order ID, registered mobile number, and reason for cancellation so that we can locate and review your order efficiently.
Cancellation requests can be submitted using the following contact details:
Customer Care: +91 97666 00452
Email: support@earthsutrastore.com
Please note that submitting a cancellation request does not automatically guarantee cancellation. The request will be reviewed based on the current status of the order.
10. Refusal or Non-Acceptance of Delivery
If an order has already been dispatched and a customer refuses or does not accept delivery, the order may be treated as a return-to-origin shipment or failed delivery, depending on the circumstances.
Any refund or further action in such cases will be handled in accordance with the applicable Return & Refund Policy of Earthsutra.
Additional shipping, return, or handling charges may apply where permitted under the applicable policy.
11. Policy Changes
Earthsutra reserves the right to modify or update this Cancellation Policy at any time to reflect changes in our products, services, operational procedures, payment processes, shipping arrangements, or other business requirements.
Any revised policy will be published on this page with an updated effective date. Customers are encouraged to review this page periodically for the latest information.
12. Contact Us
For any questions or assistance regarding order cancellation, please contact us using the details below.
Beniwal Sons & LLP.
100% Natural Grocery Products
Location: Rewari, Haryana, India
Customer Care: +91 97666 00452
Email: support@earthsutrastore.com
Franchise & Partnership Email: partner@earthsutrastore.com
We will make reasonable efforts to assist you with your cancellation request based on the status of your order and the applicable terms of this policy.
Last Updated: 01 Jan 2027
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