Refund & Return Policy
At Earthen Story, your satisfaction matters to us deeply. We take great care in sourcing, packaging, and delivering every product — but we understand that sometimes things don't go as expected.
This policy outlines when and how you can request a return or refund. If you have any questions not covered here, please reach out to us at contact@earthenstory.com.
Our Commitment to You
We stand behind every product we sell. If your order arrives damaged, defective, incorrect, or does not meet the claims made on our website or packaging, contact us within 7 days of delivery. We will review your request and arrange a replacement or refund when eligible.
7-day guarantee: Contact us within 7 days of delivery to request a replacement or refund for a damaged, defective, incorrect, or misrepresented product. Requests must include a simple photo or short video so we can verify the issue.
Because our products are perishable food items, we handle each case individually and fairly. We ask that you contact us as soon as you notice any issue so we can resolve it as quickly as possible.
7-Day Money-Back Guarantee
If you are not satisfied with the quality of a product, or if it does not meet the claims made on our website or packaging, contact us within 7 days of delivery.
We will make it right. After reviewing your request, we will either replace the product at no additional cost or refund your money to the original payment method.
Email contact@earthenstory.com with your order number, a short description of the quality issue or claim that was not met, and clear photos or a video where applicable.
Return Eligibility
Not all situations qualify for a return or refund. Here's a clear breakdown:
- Product arrived damaged or broken
- Wrong item delivered
- Product is defective or spoiled on arrival
- Seal broken before delivery
- Missing items from order
- Change of mind after opening
- Dislike of taste or flavour
- Requests made more than 7 days after delivery
Pro tip: We strongly recommend recording a short unboxing video when you receive your order. This helps us resolve any damage or missing item claims quickly and without any back-and-forth.
How to Initiate a Return
Starting a return is simple. Follow these steps:
Write to contact@earthenstory.com with your order number, a short description of the issue, and a simple photo or video for verification.
Our team will assess your case and respond within 1–2 business days with a resolution — either a replacement, refund, or further instructions.
In some cases we may request the product be returned. We will provide return instructions and, where applicable, arrange pickup at no cost to you.
Once approved, your refund or replacement will be processed promptly. Refunds go to your original payment method within 7–10 business days.
Refund Timeline
Once your return is approved, here's what to expect:
Refunds are credited to the original payment method used at checkout — UPI, credit/debit card, or net banking. Please allow up to 10 business days for your bank to process the credit.
Note: If you haven't received your refund after 10 business days, please first check with your bank or payment provider. If the issue persists, contact us at contact@earthenstory.com and we will investigate immediately.
Damaged or Wrong Items
If your order arrives damaged, spoiled, or contains the wrong items, contact us within 7 days of delivery.
- Take clear photos of the damaged packaging and the product itself
- If possible, record a short unboxing video showing the condition on arrival
- Email us at contact@earthenstory.com with your order number and the evidence
We will prioritise your case and offer either a full refund or a replacement shipment at no additional cost to you. You will not be required to return damaged food products.
Non-Returnable Items
Due to the perishable and consumable nature of our products, the following are not eligible for return or refund:
- Products that have been opened, used, or partially consumed — unless they arrived defective or damaged
- Requests made more than 7 days after delivery
- Products where damage was caused after delivery due to improper storage or handling
- Items from promotional offers or flash sales marked as final sale
Every eligible request is reviewed individually. A simple photo or short video is required so we can verify the issue.
Shipping Costs
How shipping costs are handled depends on the reason for return:
- Our error (wrong or damaged item): We bear all return shipping costs. We will arrange pickup or reimburse you for postage.
- Original shipping charges: Shipping fees paid at checkout are non-refundable, unless the return is due to our error.
Please do not return items without contacting us first. Unauthorised returns may not be accepted and could delay your refund.
Contact Us
For all return and refund requests, or if you have any questions about this policy, please contact our support team:
- Email: contact@earthenstory.com
- Response time: Within 1–2 business days
- Include in your email: Order number, reason for return, and photos or video of the issue
We read every message personally and are committed to resolving your issue as fairly and quickly as possible.
Email Support
contact@earthenstory.com
Response Time
Within 1–2 business days. We read every message personally.
Something wrong with your order?
Contact us within 7 days of delivery and we'll review your request.