Return / Exchange / Cancellation Policy

Overview

At Earthen Connect, we work hard to bring you naturally sourced, high-quality food products such as honey, spices, superfoods, seeds and foxnuts, packed with care to reach you in the best condition. As these are consumable food items, returns and exchanges are handled differently from non-food products, in line with food safety and hygiene standards.

If you receive a damaged, defective, spoiled, or incorrect product, you may raise a request for a replacement or a coupon code/credit balance within 7 days of delivery. The entire amount of the returned product (excluding shipping and COD costs) will be credited to the coupon code.

This coupon/credit balance can be used for a future purchase within a year on earthenconnect.com.

A replacement or credit note can be availed only once per order.

Products Not Eligible for Return

Since our products are consumable food items, the following cannot be returned or exchanged once delivered, except in cases of damage, defect, or quality issues covered under this policy:

• Products with a broken or tampered outer seal.
• Products that have been opened, used, or partially consumed.
• Perishable items, once delivered in good condition.
• Made-to-order, personalised, customized or specially packed products (e.g., festive hampers or gift boxes made on request).
• Items purchased during sale or on a discount — sale of all discounted items is final.

Shipping the Return

If your product is eligible for return (e.g., damaged, defective or incorrect item received), please ensure it is packed securely to prevent further damage during transit. Pickup service is available for certain pin codes. Where pickup service is not available, the customer is requested to self-ship the product to us using a reliable courier service; the cost of return will be borne by the customer. Please ensure the return address provided by our team is securely pasted on the returns box.

If you choose to self-ship the product, it should be dispatched within 48 hours of the return request being raised. No return/exchange requests will be entertained after 48 hours from delivery of the order.

Any shipping charges (up to a maximum of Rs. 100) will be added to the Credit Note.

Return Eligibility & Quality Check

Once your return is received by us, it will be inspected to confirm it meets our return conditions. This is subject to the item being returned within 7 days of delivery, with its outer packaging and seal unbroken (unless the return reason is a manufacturing defect or damage).

Any returned item that does not meet the above conditions will not be accepted and will be sent back at the customer's expense (the amount charged by the courier company). No amount will be reimbursed to the customer in such cases.

Damaged, Defective, or Incorrect Products

As food products can be sensitive to handling during transit, please shoot a video while unboxing your parcel. This unboxing video is required to claim a replacement or refund for a damaged, defective, spoiled, or incorrect product.

In case you receive a damaged, defective, spoiled, or incorrect product, please notify us within 24 hours of receipt at business@earthenconnect.ca .

What we need from you to investigate a damaged or defective order:

• A parcel unboxing video (no claims will be entertained without one).
• Clear photos of the product received, along with its packaging — including any areas that appear tampered with, leaking, or damaged — sent to business@earthenconnect.ca .

General Terms

• Please note that if we do not receive complete information from you, we will not be able to process a return. We do not accept any couriers that we are not already expecting. Please mention your name and order number clearly on the package — we are not responsible for the return of a parcel if we cannot identify its origin or order number.
• If an order placed using a credit code cannot be fulfilled by Earthen Connect Pvt. Ltd., we will reissue the credit code. No refund will be made for any such order.
• Additional logistics charges for fulfilling a replacement can be viewed while placing the replacement order using the credit note.
• Sale of all discounted items is final. No returns or exchanges will be accepted on discounted/sale products.
• Made-to-order or specially packed products (such as festive hampers or custom gift boxes) cannot be cancelled once processing has begun, and no refund will be made in such cases. If such an order is delayed on our end due to unforeseen circumstances, a credit note will be issued to the customer; no refund will be made.
• No returns or exchanges will be accepted on made-to-order, personalised, customized or modified products.
• Please note: colours and appearance of products shown in website images may vary slightly due to professional lighting during product shoots, individual monitor settings, and natural variation in raw, naturally sourced ingredients. This will not be accepted as a valid reason for exchange or return.