Returns, Refund and Cancellation Policy
Introduction
At The Affordable Organic Store, our mission is to ensure every customer has a seamless and satisfying experience. Please read this policy carefully, as it outlines how we handle delivery concerns, product-related issues, payment failures, and refund eligibility.
We expect customers to thoroughly review their cart, shipping address, and contact details before placing an order, as many post-order changes may not be possible.
7-Day Shipping Policy Notes:
Delivery Timeline
- Standard delivery within 7 -10 business days from order confirmation across India
- Metro cities: typically 5-7 business days
- Tier 2/3 cities and remote areas: up to 8 business days
- Tracking information provided via email/SMS once shipped
What We Ship
- Live plants, saplings, seeds, soil, gardening supplies, and plant care products
- Special packaging for live plants to ensure safe transit
- Orders processed Monday-Saturday; Sunday orders ship next business day
Shipping Charges
- Calculated at checkout based on location and order weight
- Free shipping available on orders above 150.
Special Considerations for Live Plants
- Plants shipped with care instructions and acclimatization guidelines
- Seasonal shipping restrictions during extreme weather (summer/monsoon)
- We may delay shipment to protect plant health—customers notified immediately
Order Processing
- Orders placed before 2;30 P.M ship same day
- Multi-location inventory—items may ship from different fulfillment centers
- Partial shipments possible; no additional shipping charges
Tracking & Support
- Real-time tracking via courier partner
- WhatsApp/email updates at key milestones
- Customer support available for delivery queries
Delivery Issues
- Recipient must be available; re-delivery charges may apply
- Inspect package upon delivery; report damage within 24 hours
- For live plants, photograph and report issues immediately for replacement consideration
Proof Required for All Claims
To process any complaints regarding damaged, missing, incorrect, or non-germinating products, customers must provide:
- A clear and continuous unboxing video recorded during the package opening.
- For live plants, a photo at the time of delivery and a photo after repotting.
- For seeds and bulbs, photos showing the sowing method, setup, and conditions.
Claims without valid proof will not be eligible for reshipment, coupons, or support.
Section A: Delivery-Related Issues
1. Delayed or Inactive Tracking
If the tracking ID remains inactive or frozen for more than 15 days, a free reshipment will be initiated after verification. This reshipment will include fresh, new items. If any product from the original order is out of stock, customers can:
- Wait until the item is back in stock,
- Exchange it with an available item of the same value, or
- Pay the difference and add other products.
2. Marked Delivered but Not Received
If an order is marked as delivered but has not been received by the customer, we will verify this with the delivery partner. If no proof of delivery is available or the courier does not respond, a free reshipment will be issued. No refunds are offered in this scenario.
3. Wrong Address Provided by Customer
If the address provided is incorrect and the order has already been printed, we will still attempt to inform the courier partner and deliver the package to the updated address. If the delivery fails, a reshipment will only be issued once the original order is returned to us.
We strongly recommend customers review their address details carefully before payment to avoid delays.
4. Return to Origin (RTO) and Non-Delivery Reports (NDR)
If an order is returned due to customer unavailability, incorrect address, failure to receive the parcel, or courier partner-related issues, we will reconfirm the address and schedule a free reshipment with fresh products. Refunds are not offered for RTO or NDR-related cases.
5. Adding Products Post Order
If you wish to add products after placing your order, please email us within one hour of the purchase. While we try our best, during peak periods there is a chance the update may be missed. We urge customers to complete product selections fully before checking out.
Section B: Product Issues
1. Damaged Products
For damaged products, customers must submit an unboxing video, a photo at delivery, and a photo after repotting. If the plant is not revivable, we will issue a coupon of equivalent value. If revivable, our experts will provide guidance. If revival fails despite following instructions, a coupon will then be issued. No refunds or replacements are offered.
For any concerns related to product damage, we kindly request you to raise a support ticket within 7 days of receiving your order. This helps us resolve the issue promptly and ensure you receive the best possible assistance. Our expert will assess the ticket and store credit equal to the amount of the damaged product will be credited to your account. In case of products which can be revived, our expert will guide you in the revival process. You can avail the store credit in your next purchase till one month from the date of issue.
Unfortunately, we may not be able to help with damage claims reported after this period. We appreciate your understanding and cooperation.
2. Germination Issues
Customers must share photos of the sowing method, growing medium, sunlight, and watering schedule. Upon verification that the product was used correctly but failed to germinate, a coupon of equivalent value will be issued. No refunds or replacements are applicable. Our team is happy to assist with planting guidance.
3. Wrong or Missing Products
If an incorrect product is received or an item is missing, customers must provide an unboxing video clearly showing the unpacking process. Once confirmed, a store credit equal to the item's value will be issued. Refunds or replacements will not be issued.
For any concerns related to product damage, we kindly request you to raise a support ticket within 2 days of receiving your order. This helps us resolve the issue promptly and ensure you receive the best possible assistance.
Unfortunately, we may not be able to help with damage claims reported after this period. We appreciate your understanding and cooperation.
Section C: Contacting Us
When reaching out for assistance:
- Always include your Order Number in the email subject.
- Do not open multiple tickets for the same issue. Continue the conversation in the same thread. Contact us at info@theaffordableorganicstore.com
Section D: Payment Failures & Cancelled Orders
If your order appears as 'Cancelled' or 'Failed' but payment is completed, please share the email used and a payment screenshot. Our team will verify and manually process your order. No cancellations or refunds will be given in such cases.
Section E: Cancellation Policy
We do not accept order cancellations once the payment is processed. All orders are final. Please check your cart and details thoroughly before making payment.
Section F: Refunds, Coupons & TAOS Points
Refunds are issued only at the sole discretion of The Affordable Organic Store. No refund or cancellation requests will be entertained otherwise.
- TAOS points used in orders will be reissued with a validity of 6 months from the issue date.
- Coupons used will also be reactivated.
- Compensation coupons will be valid for one month from the date of issue.
Section G: Return policy
If you receive a wrong product or a damaged product, you can raise a return request within 1–2 days of receiving the order.
Once we verify the issue, we will approve the return and arrange the pickup.
The return process will be completed within 5–7 working days after verification.
Section H: Refund policy
If you receive a wrong product or a damaged product, you can raise a refund request within 1–2 days of receiving the order.
After verification, your refund will be processed and the amount will be credited to your original payment method with in 5-7 Days.
Need Help?
Need help with repotting a plant, sowing seeds or bulbs, or understanding care conditions? Our team is happy to guide you. Email us at info@theaffordableorganicstore.com