Returns, Refunds & Cancellations

This means we do not accept returns, exchanges or refunds because you changed your mind, ordered the wrong pack size, no longer want the product, found it cheaper elsewhere, or did not like the aroma, colour or flavour. Saffron is a natural agricultural product and these characteristics vary between harvests — see our Product Disclaimer.

Please choose your pack size carefully before paying. If you are unsure, start with the 1g pack.

Refusing a return for change of mind is not the same as refusing responsibility for our own mistakes. We will replace or refund an order in the following cases:

• Damaged in transit — the pack or seal arrived broken, crushed or leaking.
• Wrong item or pack size — you received something other than what your order confirmation shows.
• Missing item — part of your order is absent from the parcel.
• Not delivered — the parcel is lost in transit or is not delivered within a reasonable period.

Nothing in this policy limits any right or remedy you have under the Consumer Protection Act, 2019 or other applicable Indian law.

Report the problem within 48 hours of delivery by emailing orders@saffron.town or messaging +917006846538 with:

• Your order number.
• Clear photographs of the outer parcel, the shipping label and the sealed pack as received.
• For a damaged or wrong item, a photograph showing the issue.

We strongly recommend recording an unboxing video. Without evidence that the pack arrived damaged or incorrect, a courier claim cannot be filed and we may be unable to approve a replacement.

Once approved, we will send a replacement at our cost or refund you in full — your choice. We may ask you to return the item, in which case we arrange and pay for the pickup.

You can cancel before dispatch for a full refund. Email or call us as soon as possible with your order number. We usually dispatch within one to two working days, so cancellation requests received after dispatch cannot be accepted.

We may cancel an order ourselves — and refund you in full — if the item is out of stock, if the delivery address is not serviceable, if a pricing or listing error is discovered, or if we suspect fraudulent or abusive ordering.

If a parcel is returned to us because the address was incorrect or incomplete, because nobody was available across the courier's delivery attempts, or because delivery was refused, we will refund the order value less the actual shipping and return-shipping costs incurred. Repeated refusal of delivery may result in us declining future orders.

Approved refunds are issued to the original payment method through our payment gateway. We initiate the refund within 2 working days of approval; it typically reaches your account within 5–7 working days, depending on your bank or card issuer. We cannot refund to a different account, and we do not offer cash refunds.

We do not lab-test every retail batch. Our retail assurance is the GI-tagged Pampore origin and the Mongra grade of the saffron.

Independent ISO 3632 testing can be arranged for bulk orders above 1 kg, on the customer's written request, through a third-party laboratory. The customer bears the full cost of the test and any associated shipping of samples, and the testing timeline is set by the laboratory, not by us. Where testing is agreed, it must be arranged before dispatch. Read more on our Quality & Testing page.

Questions about this policy? Email orders@saffron.town or call +917006846538. Orders are sold by Saffron Town.