Refund & Cancellation Policy
Effective 15 Oct 2026.
We want you to love every box. This policy explains when and how refunds and cancellations work.
1. Cancelling an order
How to ask. Open your order from the link in your order confirmation email (or from My Orders if you have an account) and choose Request cancellation. You can also email support@rkggheestories.in or call 04257-221400 with your order number.
We confirm every request. We check with our kitchen and reply by email, usually within 2 working hours. An order can be cancelled only until it is packed. Orders are packed soon after payment, so a request may be declined even if your order page does not yet show the order as packed. Once an order is packed or dispatched it cannot be cancelled (but see section 2 if something arrives wrong).
An order that was never paid can be cancelled straight away from My Orders; nothing was charged.
What you get back
| Who cancels | Refund |
|---|---|
| You ask us to cancel, and we approve it | The amount you paid less the payment gateway fee that Razorpay charged on your payment (its fee plus GST, usually around 2% of the amount plus GST). Razorpay does not return this fee to us when a payment is refunded. |
| We cancel your order (an item is unavailable, we cannot deliver to your pincode, or there is a problem on our side or the courier's) | The full amount you paid. |
Either way, the refund goes back to your original payment method (the same UPI ID, card, bank account or wallet) and usually reaches you within 5–7 working days, depending on your bank. Your cancellation email shows the amount paid, any fee deducted and the refund.
The payment gateway fee applies to orders placed from 15 October 2026. Orders placed earlier are refunded in full.
2. Damaged or quality issues on arrival
Because everything is freshly hand-packed, problems are rare - but if your box arrives damaged or with a quality issue, please contact us within 24 hours of delivery. We'll either:
- Replace the affected item(s) in your next order at no charge, OR
- Refund the value of the affected item(s) to your original payment method
Please record an unboxing video. For any claim of damage, missing items, or tampering, an unboxing video showing the sealed outer carton being opened is required as evidence. This protects both you and us against courier-handling disputes - without it we can only consider a partial resolution.
3. What's not refundable
We can't refund based on personal taste (e.g. "too sweet", "wanted more namkeen"). We also can't replace items lost or damaged after delivery if more than 24 hours have passed. Items delivered correctly and consumed cannot be refunded.
4. Failed deliveries
If the courier is unable to deliver (e.g. wrong address, recipient unreachable for 3 attempts), the parcel returns to us. We'll contact you to arrange re-shipment (you cover the return + re-ship cost) or a refund of the product cost (shipping is non-refundable in this case).
5. Refund timing & method
Once approved, refunds are issued by us through the Razorpay dashboard to the original payment method only. If you paid by card, the refund returns to the same card; if you paid by UPI, it returns to the same UPI ID; if you paid through a wallet or other gateway, it's processed through the same channel. We initiate refunds within 2 business days of approval; funds typically reflect in your account within 5–7 business days depending on your bank.
6. How to request
Email support@rkggheestories.in with your order number, what went wrong, and photos if relevant. We'll respond within 1 business day.