If we get it wrong, we fix it.

Cancelling an order

You can cancel any order within 12 hours of placing it, for any reason, with no questions asked. Email us at jaggusjaggery@gmail.com with your order number and we'll cancel it and refund you in full.

After 12 hours the order moves into packing and we can't pull it back. If you're outside the window but the parcel hasn't shipped yet, write to us anyway — we'll do what we can, but we can't promise it.

If something is wrong with your parcel

Tell us within 48 hours of delivery and we'll send a free replacement if:

• the parcel or a pack inside it arrived damaged, crushed or leaking
• you received a different product or a different pack size from what you ordered
• something on your order is missing from the box
• the product is spoiled or past its shelf life on arrival

Email jaggusjaggery@gmail.com with your order number and photographs of the outer parcel and the item itself, taken before you throw the packaging away. The photos are the whole basis of the claim — without them we can't raise it with the courier, and we can't approve it.

Replacements are sent at our cost. You don't need to return the original, and you don't need to pay return shipping.

If we can't replace the item — it's out of stock, or you'd rather not wait — we'll refund that item in full instead. You won't be left holding a credit for something we can't send.

What isn't covered

• Change of mind. We can't accept returns simply because you no longer want the product. Once a food parcel leaves our control we have no way to verify how it was stored, so it can't be sold to anyone else.
• Opened or partly used packs, unless the problem is one of the four listed above.
• Storage after delivery. Jaggery doesn't spoil, but it will go sticky or clump in humidity. That's the product behaving normally, not a fault.
• Natural variation. Colour, hardness and crystal size differ from batch to batch because the cane does. This is a feature of unrefined gud, not a defect — see the honesty test for why uniformity is the thing to be suspicious of.
• Claims raised after 48 hours, or without photographs.

How refunds are paid

Where a refund is due — a cancellation, or an item we can't replace — it goes back to the original payment method through Razorpay. We start the refund within 2 working days of approving it. It then typically takes 5 to 7 working days to appear, depending on your bank; that leg is out of our hands.

We refund what you paid for the item. Where the whole order is cancelled before dispatch, shipping is refunded too.

Getting hold of us

Email jaggusjaggery@gmail.com. Please email us with your query and we will get back to you. There's more on the contact page.