We want you to enjoy every grain. Because our rice is a sealed food product, this policy is built around food-safety rather than open-ended returns — but if anything reaches you damaged, or the aroma is off, we make it right, quickly.
This policy applies to orders placed on teraifarms.in and fulfilled by TeraiFarms, a brand of Uttar Pradesh Agro Heritage (registered partnership firm).
1. The short version
- Sealed food — no change-of-mind returns. For safety and hygiene, we cannot accept returns of opened or unsealed food.
- Damaged in transit or off-aroma? Message us within 7 days of delivery with photos — we send a free replacement or a full refund.
- Wrong or missing item? We fix it at no cost to you.
- Cancel before dispatch for a full refund.
2. Order cancellation
You can cancel an order any time before it is dispatched for a full refund. Once an order has been handed to the courier, it can no longer be cancelled, but it may qualify for the replacement or refund cases below. To cancel, message us as soon as possible on WhatsApp (+91 6386 438 966) or email hello@teraifarms.in with your order number.
3. Why we don't accept change-of-mind returns on food
Kalanamak rice is a sealed, perishable food product. Once a pack leaves us — and especially once its vacuum seal is opened — we cannot verify how it was stored or handled, and we cannot resell it. For your safety and everyone else's, we do not accept returns or refunds for change of mind, or for opened / unsealed packs. This is standard for packaged-food businesses and is in line with food-safety norms.
What we do stand fully behind is that the rice reaches you sealed, intact, and true to its aroma. That is covered below.
4. When we replace or refund — our quality guarantee
We will send a free replacement or a full refund (your choice, where possible) in these cases:
| Situation | What we do |
|---|---|
| Damaged in transit — the pack is torn, punctured, the vacuum seal is broken, or contents are spilled on arrival | Free replacement or full refund |
| Off-aroma / quality issue — the rice smells off, musty or spoiled, or is clearly not as described | Free replacement or full refund |
| Wrong item — you received a different product or size than you ordered | We ship the correct item free, and arrange return of the wrong one at our cost |
| Missing item — part of your order didn't arrive | We ship the missing item free, or refund it |
| Order lost in transit — the courier confirms non-delivery | Free replacement or full refund |
5. How to raise a claim
Please contact us within 7 days of delivery. A quick photo or short video helps us resolve it fast and improve our packing.
- Message us on WhatsApp (+91 6386 438 966) or email hello@teraifarms.in within 7 days of delivery.
- Share your order number and a clear photo or video of the issue — the damaged pack, the outer box, or the concern.
- We review and confirm the resolution, usually within 2 working days.
- We make it right — a free replacement is dispatched, or a refund is initiated.
For a damaged parcel, please also keep the packaging until your claim is resolved, and where possible take a photo before opening. If a courier asks you to accept a visibly damaged parcel, you may refuse delivery — just let us know.
6. How refunds are processed
Approved refunds are made to your original payment method through our payment gateway, Razorpay. Once approved, we initiate the refund promptly; it typically reaches your account within 5–7 working days, depending on your bank or card issuer. For any prepaid order we cancel from our side, the full amount — including shipping — is refunded.
7. What isn't covered
- Change of mind, or "no longer needed", once an order has shipped.
- Opened or partly used packs, except where the quality issue is genuine and reported within the 7-day window with evidence.
- Spoilage caused by storage after delivery that doesn't follow the on-pack instructions (keep cool, dry, away from moisture; reseal after opening).
- Delivery delays caused by incorrect address or contact details, or repeated failed delivery attempts (see our Shipping Policy on RTO / undelivered orders).
- Minor, natural variation in grain colour, size or aroma between harvests — this is normal for a single-origin, unpolished heritage grain.
8. Need help?
WhatsApp / Phone: +91 6386 438 966 (Mon–Sat, 10am–7pm IST)
Email: hello@teraifarms.in
We aim to reply to every quality claim within 1–2 working days.