In compliance with the Consumer Protection (E-Commerce) Rules, 2020 and FSSAI food safety standards
3.1 Our Commitment
At The Jaggery Company, we take pride in the quality of our natural jaggery products. All products are manufactured under FSSAI-compliant conditions and dispatched after quality inspection. If you receive a product that does not meet our quality standards, we are committed to making it right.
3.2 Eligibility for Return / Refund
Returns and refunds are accepted under the following conditions:
• Damaged in transit: Products received in physically damaged condition (broken packaging, crushed product)
• Wrong product delivered: You received a product different from what you ordered
• Quality defect: Products with visible mould, foreign matter, or off-smell upon opening (not caused by improper storage by the customer)
• Short expiry: Products delivered with less than 60% of remaining shelf life from the date of dispatch
Please note: Natural variation in colour, texture, and taste is inherent to unprocessed jaggery and does not constitute a defect. Slight variation in shade (lighter or darker) between batches is normal and not grounds for return.
3.3 Non-Returnable Items
The following are not eligible for return or refund:
• Products where the seal or packaging has been opened and more than 20% of the product consumed
• Products damaged due to improper storage by the customer (exposure to moisture, heat above 45°C, or direct sunlight)
• Orders where the return request is raised after 7 days of delivery
• Bulk B2B orders (above 10 kg) where quality was pre-approved before dispatch
3.4 How to Raise a Return / Refund Request
Step 2: Share your Order ID, a brief description of the issue, and clear photographs of the product and packaging (including the outer box).
Step 3: Our quality team will review your request within 2 business days and communicate the resolution.
Step 4: If the return is approved, we will arrange a reverse pickup at no cost to you (where serviceable). Non-serviceable pin codes may be asked to self-ship; courier charges will be reimbursed up to ₹100.
3.5 Refund Processing
• Approved refunds will be processed within 5–7 business days of return pickup or confirmation.
• Refunds will be credited to the original payment method (UPI, card, net banking, or wallet).
• For Cash on Delivery (COD) orders, refunds will be processed via bank transfer or UPI. Please share your bank details when raising the request.
• Marketplace orders (Amazon, Flipkart) are subject to the respective platform's refund timelines and policies, which may differ from the above.
3.6 Replacement Option
In lieu of a refund, we may offer a free replacement of the same product at our discretion, particularly for transit damage cases. The customer may choose between a refund or replacement.
3.7 Cancellations
• Orders can be cancelled before dispatch for a full refund.
• Once dispatched, orders cannot be cancelled. Please follow the return process after delivery.
