When we replace an item
The product arrived damaged or broken in transit.You received a different item from the one you ordered.The product has a genuine quality defect, or arrived expired or too close to its expiry date to use.Products marked "Not returnable" on their page, such as food, cannot be returned or replaced once delivered. If one arrives wrong, damaged or expired, contact us and our team will handle it directly.How long you have
You have 7 days from the date your order is recorded as delivered to raise a replacement.For transit damage, please raise it as soon as you can and photograph the parcel and the product before discarding any packaging — the courier claim depends on that evidence.The window is counted from our recorded delivery date, not from when the order was placed or dispatched.How to raise one
Sign in and go to Your account → Orders, open the delivered order, and choose "Return or replace".Select "Replace the item", pick the items and quantities affected, and choose the reason.For damage, at least one photograph is required — the form will not submit without it.You can replace part of an order. Only the units you select are collected and replaced; the rest of the order is unaffected.What happens next
We review the request within 2 working days and confirm by email.Once approved we arrange a free pickup of the original item from your delivery address.The returned item is inspected when it reaches us, and your replacement is dispatched after that. You receive fresh tracking details by email.You can cancel a replacement request yourself from your account at any point before the pickup has been completed.What a replacement is, and is not
A replacement is the same product, in the same quantity, sent again. We cannot exchange an item for a different product, size or variant — cancel and place a fresh order for that.For batch-tracked products the replacement comes from current stock, so the batch number and expiry date will differ from your original.If the item is out of stock or has been discontinued by the time your replacement is approved, we will tell you and issue a full refund instead.Pickup and redelivery are free where the replacement is due to our error. You are never charged twice for delivery on a replaced item.When we cannot replace
Products marked "Not returnable" on their page, such as food, once they have been delivered, for hygiene and safety reasons.Items where the 7-day window has closed.Natural variation between batches in colour, texture or aroma. This is inherent to how these products are made and is not a defect.Units already claimed on an earlier return or replacement request for the same order.Prefer your money back?
Choose "Return for a refund" instead of "Replace the item" on the same form, and the amount is credited to your original payment method.See our Returns & Refunds policy for how refunds are processed and timed.Questions about this policy? Email info@asmakamgram.org or call +91 7227 056 256.
