KAALI~KRAFT

Refund, Replacement & Cancellation Policy

Effective Date: 29 April 2026 │ Version 3.0

Relevant Legal Framework: Sale of Goods Act, 1930; Consumer Protection Act, 2019; Consumer Protection (E-Commerce) Rules, 2020 [Rule 5(3)(g)]; Reserve Bank of India guidelines on refund processing through Payment Aggregators.

1. Policy Overview

KAALI~KRAFT’s Products are perishable, hygiene-sensitive, and largely made-to-order. Accordingly, returns are not accepted on grounds of preference or change of mind. However, we offer refunds and replacements in the limited circumstances described below to protect customers’ legitimate interests under the Consumer Protection Act, 2019.

2. Eligible Grounds for Refund or Replacement

A refund or replacement may be considered if any of the following occurs:

• The product arrives with major leakage or spillage.
• The package is materially damaged in transit and contents are unsafe or unusable.
• The product appears spoiled or contaminated on delivery.
• The wrong product was delivered (different from what was ordered).
• The Order is lost or materially mishandled in transit.
• There is a manufacturing or packaging defect that affects safety or usability.

3. Non-Eligible Grounds

The following are NOT grounds for return, refund, or replacement:

• Change of mind after Order placement
• Personal taste or flavour preference (e.g., “I expected it to be spicier”)
• Minor variations in colour, texture, or aroma due to natural and seasonal differences
• Sediment or natural separation in cold-pressed oils, which is normal and indicates purity
• Failure to refrigerate or store the product as per the label instructions
• Allergic reaction caused by an undisclosed allergy
• Claims raised after 24 hours of delivery without prior notification

4. How to Raise a Claim

4.1 Within 24 Hours of Delivery

Notify KAALI~KRAFT through any of the following channels:

• WhatsApp: +91 95028 93506
• Phone: +91 95028 93506 │ +91 94946 14904
• Email: kaali.kraft007@gmail.com

4.2 Provide the Following Information

• Order number
• Customer name and registered phone number
• Description of the issue
• Clear photographs of:
  • Outer package (showing courier label)
  • Damaged area or issue
  • Product label (visible MRP, batch number, manufacture date)
• Video evidence (where possible) for leakage, spillage, or contamination claims

4.3 Verification and Decision

KAALI~KRAFT will:

• Acknowledge receipt of the claim within 48 hours
• Review the evidence provided
• Communicate the decision (refund, replacement, or rejection with reasons) within 7 working days

5. Refund Processing

5.1 Refund Modes

Approved refunds are processed to the original payment mode:

• Razorpay (UPI / Card / Net Banking / Wallet) → refunded back to the same source
• NEFT / Bank Transfer → refunded to the same bank account
• Where the original mode is unavailable, refund will be processed via NEFT to the customer’s nominated bank account

5.2 Refund Timelines

Step	Time
Refund initiation by KAALI~KRAFT	Within 7 working days from approval
Razorpay processing	1 working day
Bank credit timeline	An additional 5–7 working days, depending on the issuing bank
Total time from approval to credit	Typically 7–14 working days

5.3 Refund Amount

• Full refund: where the entire Order is affected
• Partial refund: where only some items are affected (refund limited to affected items)
• Delivery charges are non-refundable, except where the issue is directly attributable to KAALI~KRAFT (e.g., wrong product dispatched)
• Any payment gateway transaction fees are non-refundable, in line with RBI Payment Aggregator guidelines

6. Replacement Policy

Where a replacement is approved:

• KAALI~KRAFT will dispatch the same product in the same quantity, subject to availability
• Where the same product is unavailable, the customer may choose between an equivalent alternative or a full refund
• Replacement dispatch will follow the standard preparation timeline applicable to the product
• No additional shipping charges are levied on approved replacements

7. Cancellation Policy

7.1 Cancellation by Customer

• Orders may be cancelled before preparation or packing has commenced — generally within 24 hours of placement.
• Cancellation requests must be sent via WhatsApp, phone, or email referencing the Order number.
• Once preparation has begun (which is rapid for made-to-order products), cancellation is no longer possible.
• If cancellation is approved before preparation, a 100% refund will be processed.

7.2 Cancellation by KAALI~KRAFT

KAALI~KRAFT reserves the right to cancel any Order in case of:

• Non-payment or payment failure
• Raw material unavailability
• Unserviceable delivery PIN code
• Suspected fraudulent or abusive activity
• Pricing or system errors
• Force majeure events

In all such cases, the full payment received will be refunded to the customer within 7 working days.

8. Chargeback Policy

If a customer initiates a chargeback through their bank without first raising a claim with KAALI~KRAFT:

• KAALI~KRAFT reserves the right to contest the chargeback with appropriate evidence
• Customer accounts associated with fraudulent chargebacks may be permanently blocked
• Customers are encouraged to first contact our customer support to resolve issues amicably

9. Grievances

If you are dissatisfied with the resolution of your refund or replacement claim, you may approach our Grievance Officer:

Name	Indhumathi Ambati
Designation	Proprietor and Grievance Officer
Phone	+91 95028 93506 │ +91 94946 14904
Email	kaali.kraft007@gmail.com

If still unresolved, you may approach:

• National Consumer Helpline: 1915 or 1800-11-4000
• Online portal: https://consumerhelpline.gov.in
• Consumer Commission with appropriate jurisdiction under the Consumer Protection Act, 2019