Refund & Cancellation Policy

This policy explains when an order can be cancelled, when money comes back, and how long it takes. It forms part of the Terms of Use. All orders on RYSAG are fully prepaid, so every cancellation involves a refund.

1. Cancelling before dispatch — free, any time

You may cancel an order free of charge at any time before it is dispatched, from the order page on the web or in the app.

• Reserved stock is released immediately.
• If the order was already paid, a refund of the full amount is initiated automatically to the original payment method. No request or support case is needed.
• Part-cancellation of a single vendor order is not available; cancel and re-order.

Where a cart was split across several vendors, cancelling cancels the whole order and refunds it in full.

2. After dispatch — cancellation is not available

Once the vendor has dispatched — meaning the tax invoice has been issued and the consignment has left the warehouse — the order cannot be cancelled. Agricultural inputs are licensed, batch-tracked goods whose chain of custody must be documented; a consignment in transit cannot simply be recalled.

If you refuse a delivery after dispatch, clause 5 applies.

3. Damaged, short or wrong consignments

Raise a support case within 48 hours of delivery, from Support in your account. Include:

1. the order number;
2. photographs of the carton seals before opening, the outer cartons, and the affected goods;
3. photographs of the batch and expiry markings; and
4. a copy of the lorry receipt with any shortage or damage endorsed on it at the time of delivery.

Endorse shortage, tampering or visible damage on the transporter's copy of the LR before you sign it. A claim without that endorsement is much harder to establish against the transporter and may be refused.

We acknowledge within 48 hours and decide within 7 working days of receiving the complete evidence, after taking the vendor's response.

4. What is not returnable

For safety and statutory reasons the following are not eligible for return or refund except where the goods are proved defective, misbranded or wrongly supplied:

• product whose seal has been broken or which has been opened, decanted or repacked;
• product that has been stored contrary to its label;
• product damaged after delivery, including in your own onward transport;
• claims raised after the 48-hour window; and
• a change of mind after dispatch.

5. Refused, undeliverable and failed deliveries

If a consignment is refused without a valid reason under clause 3, or cannot be delivered because the address or contact details you supplied were wrong or nobody was available, the vendor may return the goods and deduct freight both ways and any demurrage from the refund. We will tell you the deduction before it is applied.

6. Failed and duplicate payments

• Payment failed or was abandoned: no order proceeds and reserved stock is released. If your bank has debited you, the amount is auto-reversed by the payment provider, typically within 5–7 working days.
• Duplicate payment for the same order: the duplicate is refunded in full on identification, with no deduction.
• Order not confirmed but money debited: raise a support case with the bank reference; we reconcile against the gateway's record daily and refund what was not applied to a confirmed order.

7. How refunds are made

1. Refunds go to the original payment method only. We cannot refund to a different account, and we never ask for card, UPI PIN or bank credentials to process one.
2. A refund is initiated by RYSAG immediately on approval and is completed when the payment provider confirms it — typically 5–7 working days, depending on your bank. The time taken by the bank is outside our control.
3. Refunds are of the full amount actually paid, including GST, unless a deduction under clause 5 applies.
4. Where the seller has already issued a tax invoice, that invoice stands. The refund is a commercial settlement between you and the seller, made through RYSAG; it does not alter the tax invoice you hold or the tax charged on it. Input tax credit you have claimed on the invoice is a matter for your own returns.
5. You can see the status of a refund on the order page at every stage.

8. Orders RYSAG or the vendor cannot fulfil

If an order cannot be fulfilled — stock that was mis-stated, a product withdrawn or recalled, a regulatory hold — it is cancelled and refunded in full, and you are told why. Nothing is deducted.

9. Escalation

If you are not satisfied with a decision, escalate through the Grievance Redressal Policy. Nothing in this policy limits any right you have under the Consumer Protection Act, 2019 where it applies to you.