Return & Refund Policy | Kathait Gold Official

1. Policy Scope

This policy applies to eligible purchases of Kathait Gold food and kitchen-essential products made through our official website or other authorised sales channels operated or controlled by Upfront Enterprise.

Orders placed through third-party marketplaces may also be subject to the marketplace’s own return, cancellation and refund procedures.

2. Return Policy for Food Products

Kathait Gold sells consumable food products, including flour, atta, spices and edible oils. For food-safety, hygiene and product-integrity reasons, ordinary change-of-mind returns are generally not accepted after delivery where the product has been supplied in proper condition.

This includes requests based only on personal preference, ordering the wrong product or a change of mind, subject to any rights or remedies available under applicable law.

Examples of consumable products include:

• Whole wheat and other atta products
• Mandua and millet flours
• Ground spices
• Cold pressed edible oils
• Other consumable grocery and food products

3. Eligible Issues for Replacement or Refund

Subject to verification, customers may contact us regarding genuine product or delivery issues, including:

• Product damaged during delivery.
• Oil bottle or container leakage.
• Broken or compromised product seal.
• Product appears tampered with at delivery.
• Incorrect product received.
• Product missing from the delivered order.
• Expired product received.
• Another verified product-quality or fulfilment issue.

Claims are reviewed according to the circumstances of the order, product condition, available evidence and applicable law.

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

Please contact our support team as soon as reasonably possible after delivery. For delivery damage, leakage or incorrect products, customers should report the issue preferably within 48 hours of delivery.

Step 1 — Preserve the Product and Packaging

Keep the product, packaging, shipping label and other relevant materials available until the complaint has been reviewed.

Step 2 — Provide Clear Evidence

Where possible, provide clear photographs or an unboxing video showing:

• Shipping label or order label.
• Outer packaging.
• Product packaging and seal.
• Damage, leakage or incorrect product.
• Batch or lot information where available.

Step 3 — Contact Customer Support

Email: info@kathaitgold.com

Please include:

• Order number.
• Customer name and contact number.
• Date of delivery.
• Description of the issue.
• Photographs or other relevant evidence.

Step 4 — Claim Review

Our team may request additional information where necessary. We generally aim to review a complete claim within 24–48 business hours, although complex cases may require additional time.

5. Order Cancellation Policy

Customers may request cancellation before an order is dispatched. Cancellation after dispatch may not be available through the standard cancellation process.

Before Dispatch

Where cancellation is successfully processed before dispatch, the eligible amount paid may be refunded through the applicable payment method.

After Dispatch

Once an order has been dispatched, cancellation may not be available because the shipment has entered the delivery process. Customers should contact support immediately if assistance is required.

Failed or Refused Delivery

If delivery repeatedly fails because of an incorrect address, unavailable recipient or other customer-provided information, the applicable treatment may depend on the circumstances of the shipment and applicable policy.

6. Refund Policy and Processing Time

Where a refund is approved, we normally initiate the refund within 5–7 business days after approval or completion of the required verification process.

The actual time for the amount to appear in the customer’s bank account, card account, UPI account or other payment method may depend on the payment gateway, bank or financial institution.

Prepaid Orders

Approved refunds for prepaid orders are normally initiated through the applicable original payment channel or another appropriate method where required.

Cash-on-Delivery Orders

Where a refund is approved for a COD order, customers may be requested to provide appropriate bank-account or UPI details through a secure and verified communication process.

7. Customer Grievance Redressal

If a customer is not satisfied with the handling of a return, replacement or refund request, the matter may be escalated through our customer grievance process.

Customers may contact us using the official contact details provided below. We will handle consumer grievances in accordance with applicable law and the procedures applicable to the relevant order.

8. Consumer Rights and Legal Compliance

This policy operates subject to applicable Indian consumer-protection, e-commerce, food-safety and other applicable laws and regulations.

Nothing in this policy is intended to remove, restrict or reduce a consumer’s statutory rights or remedies.

Food products are subject to applicable food-safety and labelling requirements. Customers should follow the storage, handling and usage information provided on the product packaging.

9. Product Safety and Food Recall

If Upfront Enterprise has reason to believe that a food product may be unsafe or may not comply with applicable requirements, appropriate withdrawal or recall procedures may be initiated in accordance with applicable law.

Customers should follow any product-safety, withdrawal or recall instructions communicated by Upfront Enterprise or the relevant authorities.

10. Contact for Returns and Refunds

For return, refund, replacement, cancellation or delivery-related assistance, please contact Upfront Enterprise using the official contact details below.