Refund, Return & Shipping Policy
We offer Shipping anywhere in India, which includes Free Shipping across India on orders above Rs. 499/-. For orders less than Rs. 499/-, we have a fixed shipping fee of Rs. 50/-.
Please allow 1-3 working days for your order to be dispatched. Normally orders placed before 2p.m on a business day, we aim to ship the same day, providing card security checks arecomplete, payment received and stock availability is confirmed. Orders placed after 2 pm will be shipped the next business day. Orders received on sunday or during holidays are dispatched the following monday or next working day. During busy times, such as holiday periods, there can be processing and shipping delays.
Please note that we try our best to dispatch your orders within 1-3 working days. However, in certain cases, products might not be available with us, which cause a delay in dispatch. In such cases, we either seek permission from you to delay shipments or partially ship the order, based on your confirmation. The balance amount is refunded to your account which may take 24-48 hours to reflect into your account.
Domestic customers are responsible for any Duty charged by your state government. We are unable to predict which shipments will be assessed these fees or the amount of the fee that may be charged. In cases of refusal, either the cost of the goods or return service costs will be assessed.
An E-mail containing your package tracking information will be sent after shipment. You can also sign-in with your details and track status with your AWB number. Please email us at firstname.lastname@example.org if you have any queries.
Cancellation of Order by User
After placing an order, a customer can only cancel the order if the order state is showing as "pending" under Order History. Cancellations have to be made within (maximum) 6 Hours of placing an order. For canceling your order, you will either send us a mail or change the status in your Account section. If the products have been dispatched, then we would not be able to cancel the order.
In case we receive a cancellation e-mail and till that time the order has already been "processed" by us, the order cannot be canceled. The Raw Factory has complete right to decide whether an order should be canceled or not. Also, the customer agrees not to dispute the decision made by The Raw Factory and accept the company’s decision regarding the cancellation.
In case of Perishable Goods
In case if a customer wants to cancel the order for perishable products, the cost of the products will have to be borne by them.
Cancellation of Order by The Raw Factory
The Raw Factory reserves the right to refuse or cancel any order placed for a product that is listed at an incorrect price or for any other reason. This shall be regardless of whether the order has been confirmed and/or payment been received. The 100% payment shall be refunded and the User shall be informed of the same.
If a non-delivery or late delivery occurs due to a mistake by the User (i.e. wrong or incomplete name or address or recipient not available or any other related reason) any extra cost spent by The Raw Factory for re-delivery shall be claimed from the User.
Replacement/ Return Policy by The Raw Factory
All food products purchased cannot be returned or replaced.
Cases of goods unavailability or service problem:
- If the order is confirmed by us and order is not able to ship the product on time, then we give refunds to customer if customer demands.
- 100% refund will be given if product is not available or vendor is not able to ship the products.
- For couriered products, If the delivery address is outside the service area, then only 100% refund will be given.
Items Damaged in Shipping
Products received in damaged state can be returned, if informed within 24 hours of receipt of the products. Kindly note that we would require an image of the product to approve returns, to ensure that we track the reason for damage - if it is a courier issue or a packaging issue.