Cancellation & refund policy

1.1This policy applies to orders placed with Nutrify Private Limited for The Composta products. It forms part of our Terms of sale and Export terms. Damaged, wrong or short deliveries and returns are covered in our Shipping & returns policy.

1.2In this policy a consumer is a buyer whom the Consumer Protection Act, 2019 treats as a consumer. That can include a gardener or a farmer buying for their own use, whatever the quantity. A business buyer is anyone else, such as a nursery, retailer, distributor or importer buying to resell or for use in their business. If you are unsure which you are, ask us. Where the law gives you the rights of a consumer, this policy never takes them away.

2.1A quotation is not a contract until you accept it in writing and pay what it asks for. Until then you can decline it, and we can withdraw it, at no cost to either of us.

3.1You can cancel an order at any time before we dispatch it, by writing to us with your order reference. We will confirm the cancellation in writing.

3.2If you are a consumer, we refund everything you paid. We do not deduct a cancellation charge, or the cost of a freight booking or a reservation we made for your order. The one exception is custom production or private-label packing that we started at your written request. We tell you in the quotation if an order includes work of that kind, and if you cancel after it has started we may deduct the cost of that work, which we show you with evidence before we deduct anything.

3.3If you are a business buyer, we refund what you paid less any costs we have already incurred for the order and cannot recover, such as a freight booking, a pallet or container reservation, or custom production or private-label packing. We tell you what those costs are, with evidence, before we deduct anything.

3.4For export orders, the advance you paid is applied first to the costs we have incurred, shown to you with evidence, and the balance is refunded.

4.1If goods for delivery within India are not delivered by the latest delivery date in your quotation or order confirmation, or the date given in our Shipping & returns policy where none was stated, you may cancel the order for the goods not yet delivered and we refund what you paid for them in full, including the delivery charge. This applies to every buyer within India, consumer or business, unless a delay is caused by an event beyond our control.

4.2We refund within 7 working days of your cancellation. You do not need to wait for us to decide, and you do not need to give a reason beyond the missed date. For orders for delivery outside India, delay is dealt with in the Export terms and in your quotation.

5.1Once goods have been dispatched they cannot be cancelled for a change of mind. If the goods are damaged, wrong, short or faulty, use the claims process in our Shipping & returns policy and see the clause below on faulty goods. If delivery is late, see the clause above on late delivery.

5.2If you refuse a delivery without a valid reason, we refund what you paid for the goods once they are back with us, less the delivery and return freight we actually paid, which we show you with evidence. We do not make any other deduction.

6.1We may cancel an order if we cannot supply it, if payment is not received as agreed, if shipping would break the law, or because of an event beyond our control as described in the Terms of sale or Export terms. If we cancel, we refund everything you paid for goods not delivered, in full, including the delivery charge, and we bear our own costs. We do not charge you anything for our cancellation.

7.1Where a claim for damaged, wrong, short, faulty or not-as-described goods is accepted, we replace the affected goods or refund you for them, whichever you prefer. If you would rather have a credit against a later order, we can give you one, and you can still ask for it to be refunded under the clause on how refunds are paid. If we cannot replace the goods, we refund you.

7.2The time limits for reporting a problem are in our Shipping & returns policy. They do not limit any right you have under the law.

8.1We decide a refund request within 7 days of receiving what we need from you, such as your order reference and photographs, and we tell you the decision in writing. Where a refund is due, we pay it within 7 working days of approving it.

8.2Refunds for consumers go to the original payment method, or to the bank account you paid from. Export refunds are made by bank transfer, for the amount you paid in the currency you paid, and your bank or an intermediary bank may apply charges that we do not control. The time a bank takes to credit the money is also outside our control.

8.3We confirm the amount and the date we made the refund in writing.

9.1We cannot refund opened or used packs, packs ordered by mistake or because you changed your mind after dispatch, or delivery that failed because of an incomplete address or no one being available. This never affects a refund for goods that are defective, wrong, short, damaged, not as described or delivered late.

10.1Nothing in this policy limits your rights under the Consumer Protection Act, 2019, the Sale of Goods Act, 1930, or any other law that applies to you, including in the country where you live if you are a consumer outside India.

11.1Write to support@thecomposta.com or message us on WhatsApp at +91 90535 19734, Mon to Sat, 9 am to 6 pm IST, with your order reference and what you need. We acknowledge every request within 48 hours. If we cannot agree, see our Grievance redressal policy.