Refund Policy
Effective Date: 01 Jan 2027
At Earthsutra, we are committed to delivering quality grocery products and 100% natural edible products to our customers across India. We take care to maintain the quality, purity, packaging, and condition of our products from production to delivery.
We understand that there may be situations where a refund is required. This Refund Policy explains the circumstances in which Earthsutra may provide a refund and the process followed for eligible refund requests.
By placing an order through the Earthsutra website, you acknowledge and agree to the terms described in this Refund Policy.
1. Eligibility for Refund
Refunds may be considered in situations where an order has been cancelled before dispatch, a product received is damaged or defective, an incorrect product has been delivered, a product is missing from the order, or Earthsutra is unable to fulfil a confirmed prepaid order.
Refund eligibility will depend on the specific circumstances of the order and the information provided by the customer.
Because Earthsutra deals primarily in grocery and edible food products, certain products may not be eligible for return or refund once delivered, except where the product is damaged, defective, incorrect, or otherwise qualifies for a refund under this policy.
2. Damaged Product
If a product arrives damaged, leaking, broken, tampered with, or otherwise compromised during transportation or delivery, you should contact Earthsutra Customer Care as soon as possible after receiving the order.
For verification and resolution, Earthsutra may request photographs or videos showing the condition of the product, packaging, shipping label, and other relevant details.
After reviewing the information provided, Earthsutra may approve an appropriate resolution, which may include a replacement, refund, or another suitable remedy depending on the circumstances.
3. Incorrect Product Delivered
If you receive a product that is different from the product ordered, please contact us as soon as possible after delivery.
After verification, Earthsutra may arrange for a replacement with the correct product or provide an eligible refund, depending on product availability and the circumstances of the case.
Customers are requested not to use or open an incorrectly delivered product before contacting our Customer Care team.
4. Missing Product or Short Delivery
If any product included in your order is missing or the quantity delivered is different from the quantity ordered, please contact Earthsutra Customer Care promptly with your Order ID and details of the discrepancy.
After verification of the order and shipment information, Earthsutra may arrange for the missing product to be delivered or provide an appropriate refund for the eligible item.
5. Order Cancellation Refund
If an order is successfully cancelled before dispatch and payment has already been received, Earthsutra will initiate the applicable refund.
The refund will generally be processed through the original payment method used to place the order.
For orders that have already been dispatched, a refund may not be available through the standard cancellation process. Such cases will be handled according to the applicable Cancellation Policy and Return & Refund terms of Earthsutra.
6. Products Not Eligible for Refund
Due to the nature of grocery and edible food products, products that have been opened, consumed, partially used, mishandled, stored improperly, or damaged after delivery by the customer may not be eligible for a refund.
A refund may also not be provided where the product is delivered in proper condition and the customer simply changes their mind after receiving the product, except where otherwise required by applicable law or specifically permitted by Earthsutra.
Products purchased under special promotional conditions may also be subject to additional refund restrictions as communicated at the time of purchase.
7. Refund Request Process
To request a refund, customers should contact Earthsutra Customer Care as soon as possible after receiving the order or becoming aware of the issue.
Please provide your Order ID, registered mobile number, details of the issue, and relevant photographs or videos where applicable.
Refund requests can be submitted through the following contact details:
Customer Care: +91 97666 00452
Email: support@earthsutrastore.com
Earthsutra will review the request and may verify the order, product condition, delivery status, payment information, and supporting evidence before approving or declining a refund.
Submitting a refund request does not automatically guarantee approval.
8. Refund Processing
Once a refund has been approved, Earthsutra will initiate the applicable refund through the relevant payment channel.
Online payments on the Earthsutra website are processed through our payment partner, Razorpay.
The time taken for the refunded amount to reflect in your bank account, credit card, debit card, UPI account, or other payment method may vary depending on the payment gateway, bank, card issuer, UPI service provider, or other financial institution.
Earthsutra is not responsible for delays caused by external banking or payment-processing systems after the refund has been successfully initiated from our side.
9. Cash on Delivery Orders
For Cash on Delivery orders, a refund will not apply where no payment has been collected from the customer.
Where a refund is approved for a Cash on Delivery order in a specific situation, Earthsutra may request appropriate bank or payment details from the customer for processing the eligible refund.
Customers should ensure that the payment information provided for receiving a refund is accurate and belongs to the intended recipient.
10. Shipping and Delivery Charges
Unless otherwise specified by Earthsutra or required under applicable law, shipping or delivery charges may not be refundable once an order has been dispatched.
Where the issue has occurred due to an error attributable to Earthsutra, such as delivery of an incorrect product or a qualifying damaged product, the applicable resolution will be determined after reviewing the specific circumstances.
11. Refund for Unfulfilled Orders
In certain circumstances, Earthsutra may be unable to fulfil a confirmed order due to product availability, operational limitations, delivery restrictions, technical issues, incorrect pricing caused by a system error, or other unavoidable circumstances.
If payment has already been received for an order that Earthsutra is unable to fulfil, the applicable amount paid by the customer will be refunded through the appropriate payment method.
12. Shipment and Return Handling
Earthsutra may use Shiprocket and DTDC for shipment and delivery services.
Where a return or reverse shipment is necessary and is approved by Earthsutra, the collection or return process may be coordinated through the relevant logistics partner depending on service availability and the nature of the issue.
Customers may be required to keep the original product, packaging, invoice, and shipping label available until the refund or replacement request has been completed.
13. Fraudulent or Misuse Claims
Earthsutra reserves the right to investigate refund requests that appear unusual, repeated, misleading, fraudulent, unauthorized, or inconsistent with the actual condition or delivery status of the order.
Where Earthsutra reasonably determines that a refund request involves misuse of the refund process, false information, fraudulent activity, or intentional damage to a product, the request may be declined.
Earthsutra may also take appropriate action where required to protect its business, customers, payment systems, and services.
14. Promotional Orders and Discounts
Refunds relating to products purchased using discount codes, coupons, promotional offers, cashback, free-product promotions, bundled offers, or other special pricing may be calculated based on the actual amount paid and the terms applicable to the offer.
15. Refund Decision
Earthsutra will review each refund request individually based on the order details, product condition, delivery status, payment status, supporting information, and applicable terms.
The final decision regarding eligibility for a refund, replacement, or other resolution will be communicated to the customer after the review process.
Nothing in this policy is intended to limit any rights or remedies available to customers under applicable law.
16. Changes to This Refund Policy
Earthsutra reserves the right to update, modify, or revise this Refund Policy from time to time to reflect changes in our products, services, payment processes, delivery arrangements, operational procedures, or applicable requirements.
Any revised version of this policy will be published on this page with an updated effective date. Customers are encouraged to review the policy periodically for the latest information.
17. Contact Us
For questions, refund requests, or assistance regarding an order, please contact Earthsutra using the information 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 are committed to providing a transparent and fair resolution process while maintaining the quality and integrity of our products and customer service.
Last Updated: 01 Jan 2027
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