Refund policy

At Gilras, operated by Shivam Spices, we are committed to providing quality spices, seeds, dry vegetables, dry fruits, and gourmet food products. We take care in selecting, handling, and packing our products so that they reach you in the best possible condition.

If you experience any issue with your order, our customer support team is here to assist you.

1. Return Eligibility

As we sell food products, certain restrictions apply to returns for hygiene and food safety reasons.

We may accept return, replacement, or refund requests in the following circumstances:

You received a damaged or leaking product.
You received an incorrect product.
An item is missing from your order.
The product arrived in an unusable condition.
The product received materially differs from the product ordered.

Opened or used food products are generally not eligible for return unless the issue qualifies for a remedy under applicable law or is approved by our support team.

2. Reporting Damaged or Incorrect Products

Please contact us within 48 hours of delivery if you receive a damaged, incorrect, or missing product.

To help us resolve the issue, please provide:

Your order number.
Clear photographs of the product and outer packaging.
An unboxing video, if available.
A brief description of the issue.

Please retain the product and its original packaging until our support team provides further instructions.

3. Refund Policy

Once a refund request has been reviewed and approved, the refund will be initiated through the original payment method wherever possible.

The time required for the amount to appear in your account depends on your bank, payment gateway, or financial institution.

For Cash on Delivery orders, our customer support team will explain the available refund process and any information required to complete it.

Refunds will be considered for eligible cases involving damaged, incorrect, missing, or otherwise qualifying products.

4. Replacement Policy

Where appropriate, we may offer a replacement for a damaged, incorrect, or missing product, subject to product availability and verification.

If a suitable replacement is unavailable, an eligible refund may be offered.

Any return shipping arrangements for approved claims will be communicated by our support team.

5. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Orders that have already been processed, packed, or dispatched may not be eligible for cancellation. If we accept a cancellation for a prepaid order, the applicable refund will be initiated.

6. Non-Returnable Products

For hygiene and food safety reasons, products that have been opened, consumed, or used are generally not eligible for return unless required by applicable law or approved following a genuine product-quality complaint.

Products damaged after delivery due to improper storage or handling may not qualify for a refund or replacement.

7. Quality and Food Safety

Please check the product label for ingredients, allergen information, storage instructions, and best-before details where applicable.

If you believe a product has a quality or safety issue, please stop using it and contact us promptly.

8. Contact Information

For return, refund, replacement, or order-related assistance, please contact us:

Brand Name: Gilras
Business Name: Shivam Spices
Phone: 9649168271
Email: shivamspicesosian@gmail.com
Business Address: 02, Near Mataji Temple, Osian, Jodhpur, Rajasthan – 342303, India
Website: https://shivamspices.com

We aim to resolve genuine customer concerns fairly and in accordance with applicable consumer protection laws.

Nothing in this policy limits any rights available to customers under applicable law.