Return & Refund Policy | Kathait Gold Official

1. Policy Scope

This policy governs all purchases of Kathait Gold™ kitchen staples made through our official website (kathaitgold.com), direct sales counters, or official digital platforms operated by Upfront Enterprise.

Orders placed through authorized third-party e-commerce marketplaces (such as Amazon or Flipkart) are subject to the respective platform’s return, cancellation, and refund workflows.

2. Return Policy for Consumable Food Products

Kathait Gold manufactures and distributes wholesome food essentials, including stone-free Chakki Fresh Atta, MP Sharbati flour, Garhwali Mandua (Ragi) atta, pure ground spices, and virgin cold-pressed mustard oils.

In adherence to food hygiene standards, opened, unsealed, or partially consumed food items are strictly non-returnable once safely delivered. Returns requested solely due to personal taste preference or mistaken ordering cannot be accepted for food safety reasons.

3. Eligible Issues for Replacement or Refund

Subject to timely reporting and evidence verification, customers qualify for a free replacement or complete refund under the following conditions:

• Transit Damage: Package arrived crushed, torn, punctured, or severely compromised during transit.
• Liquid Leakage: Edible oil bottle or container seal leakage observed upon delivery.
• Tampered Seal: Outer tamper-evident tape or internal induction seal is broken before handover.
• Incorrect Product: Delivered product variety, weight, or quantity differs from your confirmed invoice.
• Missing Product: An item confirmed in your invoice is missing from the sealed carton.
• Expired Product: Item received past its printed best-before date (prevented by our fresh milling cycle).

4. How to Raise a Return, Replacement or Refund Claim

To ensure fast processing with courier claims, please report delivery-related issues within 48 hours of delivery:

Step 1 — Preserve Product & Packaging

Retain the outer shipping carton, damaged product container, and the courier shipping label intact until your claim is resolved.

Step 2 — Capture Photo / Video Evidence

Take clear photos or a short video showing:

• The exterior shipping box and carrier AWB label.
• The inner product packaging and damaged seal/leakage.
• Printed batch number and manufacturing date.

Step 3 — Submit via WhatsApp or Email

Send your claim directly to our Dehradun customer desk via WhatsApp at +91 93899 23509 or email info@kathaitgold.com. Please include your Order ID, delivery date, and a brief description of the issue.

Step 4 — Rapid Verification & Resolution

Our support team reviews claims within 24 to 48 business hours. Upon verification, a free replacement is dispatched at zero extra shipping fee, or a full refund is initiated.

5. Order Cancellation Policy

Cancellation Before Dispatch

Orders can be canceled free of charge before they are handed over to our courier partners (typically within 12 to 24 hours of placement). Contact our support team with your Order ID, and prepaid amounts will be refunded immediately.

Cancellation After Dispatch

Once an order has been picked up by the logistics carrier, it cannot be canceled in transit. If delivery is refused without valid transit damage, return shipping and handling costs may be deducted from any applicable refund.

Failed or Unreachable Deliveries

Our logistics partners make up to three delivery attempts. If a shipment returns to our Dehradun facility (RTO) due to an incorrect address, wrong pin code, or unreachable phone number, refunds are processed minus two-way carrier logistics costs.

6. Refund Processing & Settlement Timelines

Once a refund is approved by Upfront Enterprise, funds are released within 24 to 48 business hours through the original payment gateway:

• UPI Payments (GPay, PhonePe, Paytm): Reflected in your linked bank account within 24 to 48 hours.
• Debit & Credit Cards: Credited within 5 to 7 business days, subject to your card issuer’s billing cycle.
• Net Banking: Returned to the originating account within 3 to 5 business days.
• Cash-on-Delivery (COD): Transferred directly to your verified bank account via IMPS/NEFT or UPI upon receiving verified account details.

7. Consumer Grievance Redressal Mechanism

In compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000, any unresolved complaints regarding returns or refunds may be escalated directly to our Grievance Officer:

8. Consumer Rights & Governing Law

This policy operates in accordance with the substantive laws of the Republic of India. Any disputes, claims, or legal proceedings arising from orders or product issues shall fall under the exclusive jurisdiction of the competent civil courts located in Dehradun, Uttarakhand, India.

9. Official Return & Customer Support Channels

For order status updates, replacement inquiries, or assistance with a delivery, reach out to our team via our official channels below.