REFUND & CANCELLATION POLICY

1. Scope

This policy applies to all orders placed with Agrocyclex Bio Products Private Limited ("Aura Farmers", "we", "us") through WhatsApp, email, phone, or direct business-to-business communication. Our website is a product catalogue and does not process payments or orders directly.

2. Order Confirmation

An order is considered confirmed only after:

• We issue a written quotation (via WhatsApp, email, or Performa Invoice) detailing product, quantity, price, taxes, delivery timeline, and payment terms.
• You confirm acceptance in writing.
• Advance payment (where applicable per the quotation) is received and cleared in our bank account.

3. Cancellation by Customer

Because our products are custom-packed for bulk dispatch and manufactured to order for larger quantities, cancellation terms vary by order stage:

• Before dispatch preparation begins — cancellation is accepted. Any advance paid is refunded in full, minus actual payment-gateway or bank-transfer charges already incurred.
• After packing / dispatch preparation has started — cancellation is accepted at our discretion. A cancellation fee of up to 25% of order value may be deducted to cover labour, packing materials, and warehousing costs.
• After goods are dispatched — order cannot be cancelled. Treated as a return (see §5).

4. Cancellation by Aura Farmers

We reserve the right to cancel an order in the following circumstances:

• Product becomes unavailable due to raw material shortage or manufacturing constraints.
• Pricing or product information in the quotation is found to contain a material error.
• Payment is not received within the timeframe stated in the quotation.
• Delivery address falls outside our serviceable area or is unreachable.
• Order is suspected to involve fraud, misrepresentation, or unlawful end-use.

In any such case, we will notify you promptly and refund 100% of any amounts already paid within 7 working days.

5. Returns, Replacements, and Refunds

Our products are single-use, biodegradable, food-contact tableware. Hygiene and product integrity considerations apply.

Returns are accepted only in the following cases, and only when reported within 7 days of delivery with supporting photos or video evidence:

• Transit damage — cartons or products physically damaged during shipping.
• Manufacturing defect — visible structural defects (cracks, warping, contamination) in more than 5% of a pack.
• Wrong product shipped — dispatched SKU or variant differs from the quotation.
• Shortage — delivered quantity is less than invoiced quantity.

We do not accept returns for:

• Change of mind or ordering the wrong size/quantity.
• Products already unpacked, used, or partially consumed (except for documented manufacturing defect).
• Products stored in conditions outside those specified on our packaging (damp storage, direct sunlight, extended shelf-life limits).
• Minor variations in colour, texture, or weight — these are inherent to natural rice-husk and rice-bran raw materials and are not defects.

6. How to Raise a Claim

1. Contact us within 7 days of delivery at info@aurafarmers.in or WhatsApp +91 8140347773.
2. Include: your invoice number, delivery date, description of the issue, and clear photographs or a short video showing the problem.
3. We will acknowledge the claim within 48 hours and investigate. If required, we may request return of the affected goods (reverse-logistics arranged by us, at our cost, in genuine cases).
4. Once the claim is verified, we will proceed with replacement, credit note, or refund per §7 below.

7. Refund / Replacement Options

Once a claim is accepted, you may choose one of the following resolutions:

• Replacement — affected quantity is replaced in your next dispatch, or in a standalone consignment, at no extra cost.
• Credit note — value of affected goods is issued as a credit against future orders, valid for 12 months.
• Refund — for verified and irrecoverable cases, the amount is refunded to the original payment method within 7–10 working days of claim approval.

8. Force Majeure

We are not liable for delays, non-performance, or failure to deliver caused by circumstances beyond our reasonable control, including natural disasters, transportation strikes, regulatory lockdowns, pandemic-related restrictions, or failure of third-party logistics providers. In such cases, we will work in good faith with you to adjust delivery timelines or cancel the order with refund per §4.

9. Dispute Resolution

Disputes arising under this policy are governed by the laws of India. The parties shall first attempt good-faith resolution through the Grievance Officer (see our Privacy Policy §11). Unresolved disputes shall be subject to the exclusive jurisdiction of courts in Ahmedabad, Gujarat.

10. Contact for Refunds and Cancellations