Refund policy

Return & Refund Policy

At Golden Grains, your satisfaction is our top priority. 🌾
We take great care in sourcing, packing, and delivering the finest quality pulses. However, if you are not fully satisfied with your order, we're here to help.

Please read our Return & Refund Policy carefully before placing an order.

🛡️ Our Quality Promise

Every packet of Golden Grains pulses is:

  • ✅ Hand-picked and quality checked
  • ✅ Hygienically packed in sealed packaging
  • ✅ Inspected before dispatch

Despite our best efforts, if something goes wrong — we've got you covered!

✅ Eligibility for Return

Since we deal with food products (pulses), returns are accepted only in the following cases:

  1. 📦 Damaged Packaging — Product received with broken or tampered seal
  2. ❌ Wrong Product Delivered — You received an item different from what you ordered
  3. 🐛 Quality Issues — Product is spoiled, contains impurities, or has an off smell
  4. ⚖️ Incorrect Weight — Significant weight difference from what's mentioned

🚫 Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns in the following cases:

  • ❌ Product packet is opened or used
  • ❌ Change of mind after delivery
  • ❌ Return request raised after 24 hours of delivery
  • ❌ Product damaged due to improper storage by the customer
  • ❌ No proof (photos/videos) of the issue provided

⏰ Time Frame

  • All return/refund requests must be raised within 24 hours of delivery.
  • Requests after this window will not be entertained, as pulses are perishable food items.

📸 How to Request a Return/Refund

Follow these simple steps:

Step 1: Contact Us Within 24 Hours

Reach out to our support team via:

  • 📱 WhatsApp: 03340209682
  • 🕐 Support Hours: Monday - Saturday, 10:00 AM - 8:00 PM (PKT)

Step 2: Share the Following Details

  • Your Order Number
  • Clear photos/videos of the damaged/wrong product
  • Photo of the sealed packaging (if damaged)
  • A brief description of the issue

Step 3: Verification

Our team will review your request within 24-48 hours and get back to you with a solution.

Step 4: Resolution

Once approved, we will offer you one of the following:

  • 🔄 Free Replacement of the product
  • 💰 Full Refund to your original payment method
  • 🎁 Store Credit for future purchases

💰 Refund Process

Once your return is approved:

Payment Method Refund Time
Cash on Delivery (COD) Refunded via Bank Transfer / JazzCash / EasyPaisa within 3-5 business days
Bank Transfer / Card / Online Payment Refunded to original account within 5-7 business days

You will receive a confirmation message once the refund is processed.

🔄 Replacement Policy

  • Replacements are subject to product availability.
  • If the product is out of stock, we will issue a full refund or store credit.
  • Replacement products will be delivered within 2-3 business days at no extra cost.

❌ Order Cancellation

  • Orders can be cancelled within 2 hours of placing them, before they are dispatched.
  • Once the order is shipped, it cannot be cancelled.
  • To cancel an order, WhatsApp us immediately at [your number].

⚠️ Important Notes

  • Please check your order carefully at the time of delivery.
  • If possible, record an unboxing video — it helps us process claims faster.
  • Golden Grains reserves the right to reject return requests that do not meet the above criteria.
  • Refunds will not include original shipping charges (unless the issue was caused by us).

📞 Need Help?

Our friendly customer support team is here for you:

  • 📱 WhatsApp: 03340209682
  • 🕐 Support Hours: Monday - Saturday, 10:00 AM - 8:00 PM (PKT)