Refund & Cancellation Policy

1. Strict Zero-Return Policy for Perishable Consumables

All items sold by Grounded are perishable, consumable food products prepared in a home kitchen. Due to strict health, hygiene, and FSSAI food safety regulations, we operate an absolute zero-return policy across our entire catalog.

We will never accept a physical return or provide a reverse courier pickup under any circumstances.

This applies even if the package is unopened, the factory seal is intact, or the box was never touched. Do not attempt to ship items back to us. Any returned food will be immediately destroyed upon arrival for safety reasons, and no refund will be issued.

2. Mandatory Reporting Window (Within the Span of 48 Hours)

We do not monitor tracking links after handover. It is your sole responsibility to inspect your package the moment it arrives.

If there is an issue with your delivery, you must contact our official support email or WhatsApp strictly within the span of 48 hours from the exact time the courier marks the package as "Delivered."

If you contact us outside this exact 48-hour span, your claim is legally invalid and will be instantly rejected. No exceptions.

3. Transit Damage vs. Accidental Customer Drops (The Evidence Rule)

We cover consumables that are smashed or broken by the courier during transit. We do not cover jars that you accidentally drop on your kitchen floor after delivery. To prevent fraudulent claims, we enforce a strict evidence rule:

• The Outer Box Rule: A jar broken by a courier will cause visible damage, dents, or leakage to the outer cardboard shipping box. If a jar breaks in your hands after unpacking, the shipping box will look perfect.
• Mandatory Proof: To claim a replacement or refund for a transit-damaged item, you must send us clear photos or a continuous unboxing video showing (A) the broken product, (B) the printed Batch Code on the packaging, and (C) the damaged outer shipping box with the shipping label clearly visible.
• Automatic Rejection: If the outer shipping box is completely undamaged, or if you threw the outer box away and cannot photograph it, we will legally classify the incident as an accidental post-delivery customer drop. The claim will be immediately rejected.

4. Spoilage, Expiry, and Improper Storage

Our consumables contain zero artificial preservatives, chemical binders, or synthetic stabilizers.

It is the customer's legal responsibility to read and follow the storage instructions printed on the packaging (e.g., refrigerate after opening, keep away from direct sunlight, use a clean, dry spoon).

Grounded holds absolutely zero liability for mold, spoilage, or degradation of the product caused by the customer's failure to properly store the item or use clean utensils after delivery.

5. Natural Separation, Taste Preferences, & Weight Variances

• No Refunds for Taste: We do not offer refunds, replacements, or cancellations because you do not like the taste, sweetness level, or texture of the consumable.
• Natural Separation: Because we refuse to use synthetic emulsifiers, natural oils or liquids in applicable consumables (such as nut butters or natural preserves) will separate and pool at the top. This is proof of real food, not a defect. Simply stir it. We will reject any refund claims regarding natural liquid/oil separation.
• Artisanal Fill Weights: Our products are filled by hand. Minor natural density variances (within legally permissible weights and measures limits) may occur and do not constitute a shortage.

6. Refund Processing Timeline & Cancellations

• Cancellations: Orders may only be canceled within 2 hours of placement. Once preparation or dispatch begins, orders cannot be canceled.
• Refunds: If a refund is approved by our team, the money will reflect back in your original payment source within 7 to 10 business days (excluding weekends and public holidays), depending entirely on your bank's processing cycles.