Returns, refunds & cancellation
1. Our freshness guarantee
We guarantee that your order will reach you fresh and in excellent condition. If any item does not meet our quality standards, we will replace it or credit you for it.
2. When you can request a return or refund
- The product arrived damaged, spoiled, torn, open, wet or tampered with
- You received the wrong item or the wrong quantity
- Items are missing from your order
- The product quality does not meet our standards, including, for flours and grains, infestation, mould, off-smell or foreign matter
3. Timeline
Because our products are fresh or freshly milled, requests must be made within 24 hours of delivery. This applies to all orders, including FibreFirst Club flours. Please inspect your order as soon as it arrives.
4. How to request a return
- Contact us: within 24 hours of delivery by WhatsApp +91 93548 08527 or email support@redotterfarms.in.
- Share details: your order number, photos of the product (for flours, showing the batch label), and a short description of the issue. An unboxing video helps. Please keep the product until the issue is resolved.
- Get a resolution: we will review your request and give you a solution within 24 hours.
5. Resolution options
| Option | What you get |
|---|---|
| Full refund | Refund to your original payment method |
| Replacement | A replacement delivered at no extra cost as soon as possible. For Club flours, from current stock if available, otherwise in the next milling |
| Store credit | Credit to your ROF Wallet with an additional 10% bonus |
| Partial refund | For partial issues, a refund for the affected items only |
6. Non-returnable items
- Products that have been consumed or used
- Requests made after the 24-hour window
- Products damaged by improper storage after delivery, or flours used after their recommended use-by period
7. Cancelling an order
Store orders and subscription deliveries
You may cancel an order at no charge before it has been harvested and packed. Subscription deliveries can be skipped or paused free of charge before the cut-off in your account.
FibreFirst Club orders
| When you cancel | Outcome |
|---|---|
| While the order window is open | Free cancellation, full refund |
| After the window closes, before milling | Cancellation may be subject to a restocking fee of 25% of your order value, as grain has been procured and scheduled for your order |
| After milling or dispatch | Cannot be cancelled. Refused or returned parcels are not refunded, as milled flour cannot be resold |
To cancel, contact us at support@redotterfarms.in or on WhatsApp +91 93548 08527 with your order number.
If we cancel
If we cancel an order or item (for example, a crop or grain fails quality checks, a specialty grain is oversubscribed, or milling is delayed beyond 15 days), you receive a full refund for the affected items, or a substitute if you accept one.
8. FibreFirst Club membership fee
| Situation | What you get |
|---|---|
| You cancel within 7 days of paying and have not placed an order | Full refund of the fee |
| The first Club milling is postponed by more than 15 days beyond the date announced when you joined | Full refund of the fee on request |
| You cancel after 7 days, or after placing your first order | No refund; you keep access until the end of your 12-month term |
| ROF materially changes Part B of the Terms and you do not accept | Pro-rata refund for remaining full months |
| ROF suspends milling for over two consecutive months, or closes the Club | Pro-rata refund for unused months |
| ROF refuses or cancels your application | Full refund |
| ROF ends your membership for breach (fraud, resale, abuse, bad-faith chargebacks) | No refund of the fee; paid undelivered orders refunded |
Pro-rata refund = membership fee ÷ 12 × number of full monthly order windows remaining. Referral and Founding Member benefits lapse when a membership is cancelled.
9. OtterPass and Nutrition Meter
No refund once the subscription is purchased.
10. Refund processing time
- Approved refunds are processed within 5–7 business days to your original payment method, or to your ROF Wallet if you choose. Your bank may take a further 3–5 business days to show the credit.
- Shipping charges are refunded when we cancel the whole order or it arrives wrong or damaged.
- Payment gateway charges are not deducted from refunds.
- Otterbalance credit has no cash value and is valid for 12 months.
11. Failed payments and chargebacks
If money is debited but your order or membership is not confirmed, your bank normally reverses it automatically within 5–7 business days. If not, contact us with the transaction reference. Please contact us before raising a chargeback, so we can resolve it faster.
12. Contact
- Company: Red Otter Farms Private Limited • CIN: U01100DL2019PTC350161 • Registered office: 146B, Shahpur Jat, New Delhi-110049, India
- Customer support: support@redotterfarms.in • WhatsApp +91 93548 08527 • Monday–Saturday, 9 AM–6 PM IST
- Grievance Officer: Brij Satija, Co-Founder • brij.satija@redotterfarms.in • Mobile: +91 92666 82688
Complaints are acknowledged within 48 hours and resolved within one month.