Refund, Cancellation, and Replacement Policy

Effective Date: 7 October 2026

This Refund, Cancellation, and Replacement Policy applies to orders placed through https://kohlugram.in/ and explains when an order may be cancelled, replaced, or refunded.

This policy is intended for food and pantry products sold by Kohlugram Enterprises.

1. Business Details

Business name: Kohlugram Enterprises
Address: Plot No. 17, Gate No. 2, H.P. Enclave,
Near Delhi Bypass, Master Colony,
Satrod Khass, Hisar, India

Email:hi@kohlugram.in
Phone/WhatsApp: +91 94661 70707
Website:https://kohlugram.in/

2. Order Cancellation

Customers may request cancellation within 12 hours of placing the order, provided the order has not already been dispatched.

To request cancellation, contact us at:

• Email: hi@kohlugram.in
• Phone/WhatsApp: +91 94661 70707

Please include:

• Order number
• Customer name
• Phone number used for the order
• Reason for cancellation, if applicable

Once an order has been dispatched, cancellation may no longer be possible.

If a cancellation request is accepted before dispatch, the eligible refund will be processed to the original payment method, subject to payment-provider processing timelines.

3. Returns of Food Products

Because our products are food items, returns are accepted only in limited situations where the product is:

• Damaged during delivery
• Tampered with or received in an opened package
• Incorrectly delivered
• Missing from the order
• Significantly different from the product ordered

Returns are not accepted merely because a customer has changed their mind, ordered the wrong product, or no longer wants the product.

Customers should not consume a product if the package appears damaged, opened, leaking, or tampered with.

4. Reporting a Problem

Customers should report a damaged, tampered, incorrect, or missing product within 48 hours of delivery.

To help us investigate and resolve the issue, please provide:

• Order number
• Customer name and registered phone number
• Clear photographs of the outer package
• Clear photographs of the product and product label
• Video of opening the parcel, if available
• Description of the issue
• Photographs showing any damage, leakage, tampering, or incorrect product

Please retain the product, packaging, labels, and delivery material until the complaint has been reviewed.

We may request additional information or arrange inspection or reverse pickup where necessary.

5. Replacement or Refund

After reviewing a valid complaint, Kohlugram Enterprises will generally first attempt to provide a replacement.

A replacement may be offered where:

• The product is available
• The delivery location is serviceable
• The issue is verified or reasonably established

If a replacement is unavailable or cannot reasonably be arranged, we may provide a refund for the affected product.

The final resolution may depend on the nature of the issue, product availability, courier investigation, and information provided by the customer.

6. Refund Method

Approved refunds will generally be issued to the original payment method used for the order.

Kohlugram Enterprises does not normally refund amounts to a different bank account, card, wallet, or payment method unless required for a specific operational reason and after appropriate verification.

7. Refund Processing Time

Once a refund is approved, Kohlugram Enterprises will generally initiate it within 5–7 working days.

The time taken for the amount to appear in the customer’s account may depend on the bank, card issuer, UPI provider, payment gateway, or other financial service provider.

If the refund does not appear after the applicable processing period, customers may contact us with:

• Order number
• Refund reference, if provided
• Payment method used
• Relevant transaction details

Please do not send complete card numbers, passwords, PINs, CVV numbers, or other confidential payment credentials.

8. Shipping Charges

If the issue is caused by an incorrect product, damaged parcel, missing item, tampered package, or another confirmed fulfilment or delivery error, the original shipping charge, if separately paid, may also be refunded.

Shipping charges may not be refundable where:

• The customer provided an incorrect or incomplete address
• The customer was unavailable to receive the parcel
• The customer refused delivery
• Delivery failed because the customer could not be contacted
• The order was cancelled after dispatch
• The customer changed their mind
• The issue resulted from improper storage or handling after delivery

The applicable resolution will depend on the facts of the case.

9. Situations Generally Not Eligible for Refund or Replacement

A refund or replacement may not be provided in the following situations:

• Customer changes their mind
• Customer ordered the wrong product or pack size
• Customer refuses delivery without a valid product or delivery issue
• Delivery failed because of an incorrect or incomplete address
• Customer was unavailable after reasonable delivery attempts
• Product was opened, used, consumed, or altered
• Product was stored improperly after delivery
• Complaint was made after the applicable reporting period without a reasonable explanation
• Damage occurred after delivery due to customer handling
• Customer cannot provide reasonable order details or evidence of the issue
• The product has normal variations in colour, texture, shape, or appearance that are consistent with the product description and label

This section does not limit any rights that cannot legally be excluded under applicable law.

10. Incorrect or Missing Items

If you receive an incorrect product or an item is missing from your order, contact us within 48 hours of delivery.

Please provide:

• Order number
• Photograph of the received product and shipping label
• Details of the missing or incorrect item
• Any other information reasonably requested by our support team

After verification, we may arrange delivery of the correct or missing item, provide a replacement, or issue an eligible refund.

11. Damaged or Tampered Packages

If the package is visibly damaged, open, leaking, or tampered with at the time of delivery:

1. Take photographs or video before opening the parcel, if possible.
2. Inform the delivery person, where practical.
3. Contact Kohlugram Enterprises within 48 hours.
4. Share the order number and photographs/video.
5. Keep the original packaging and product available for review.

Do not consume a product if its packaging appears unsafe or tampered with.

12. Cancellation by Kohlugram Enterprises

Kohlugram Enterprises may cancel an order in circumstances such as:

• Product unavailability
• Incorrect or incomplete product information
• Delivery location being outside available serviceability
• Payment failure or suspected fraudulent activity
• Technical error affecting the order
• Unforeseen operational or legal circumstances

If Kohlugram Enterprises cancels a paid order, the eligible amount will generally be refunded to the original payment method.

13. How to Contact Us

For cancellation, refund, replacement, or order-related support, contact:

Kohlugram Enterprises
Email:hi@kohlugram.in
Phone/WhatsApp: +91 94661 70707

Please include your order number in all communications.

14. Changes to This Policy

Kohlugram Enterprises may update this policy from time to time to reflect changes in products, payment methods, delivery arrangements, business processes, or applicable legal requirements.

The updated policy will be posted on this page with a revised effective date.