Return & Refund Policy

Effective Date: 6 September 2026
Last Updated: 6 September 2026

This Return & Refund Policy explains the conditions and procedures applicable to returns, refunds and order cancellations for products purchased through the official KB Group / Bhatter Enterprises Pvt. Ltd. website:

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By placing an order through our Website, you agree to this Return & Refund Policy together with our Terms & Conditions, Privacy Policy and Shipping Policy.

1. General Policy

KB Group / Bhatter Enterprises Pvt. Ltd. takes reasonable care to ensure that products are properly packed and dispatched in suitable condition.

Because our Website primarily sells edible oil and other consumable products, returns are subject to specific conditions intended to protect product quality, hygiene and customer safety.

Unless otherwise required by applicable law, opened, used, partially consumed or tampered consumable products are generally not eligible for return.

However, eligible issues such as damaged, leaking, incorrect or materially defective products may qualify for replacement or refund, subject to verification.

2. When a Return or Refund May Be Accepted

A return, replacement or refund may be considered in circumstances including:

2.1 Damaged Product

If the product is received in a materially damaged condition due to transportation or handling.

Examples may include:

Broken container;
Severely damaged packaging;
Significant leakage;
Product contamination caused by transit damage; or
Other material physical damage.

2.2 Leaking Product

If an edible oil bottle/container is leaking when received, the customer should contact us as soon as reasonably possible with photographs or other evidence.

2.3 Wrong Product

If you receive a product different from the product ordered, we may provide a replacement or refund after verification.

2.4 Missing Product

If one or more products are missing from your order, please contact us promptly so that we can investigate the issue.

2.5 Material Product Defect

If a product has a genuine manufacturing or quality defect that makes it unsuitable for its intended use, the matter may be reviewed for an appropriate remedy subject to applicable law and verification.

2.6 Other Legally Required Circumstances

Nothing in this Policy is intended to limit any consumer rights or remedies that cannot legally be excluded under applicable law.

3. Products Generally Not Eligible for Return

Due to the nature of edible and consumable products, returns may generally not be accepted for:

Products that have been opened;
Products that have been used or partially consumed;
Products where the seal has been broken;
Products damaged after delivery due to improper handling;
Products stored improperly after delivery;
Products with missing or removed labels;
Products where the original packaging has been discarded;
Products returned without reasonable evidence of the reported issue;
Products returned because the customer has simply changed their mind; or
Products where the issue is not attributable to KB Group or the applicable delivery process.

This restriction does not apply where a return, replacement or refund is required under applicable law.

4. Damaged, Leaking or Tampered Packages

Customers are encouraged to inspect the package when it is delivered.

If the package appears damaged, leaking or tampered with:

Take clear photographs of the package before opening it, where reasonably possible.
Take photographs of the affected product.
Retain the original packaging.
Contact us as soon as reasonably possible.
Provide your order number and photographs or other relevant evidence.

Where appropriate and reasonably possible, customers may refuse delivery of a visibly damaged package.

However, refusal of delivery does not automatically guarantee a refund. The order and product condition may still need to be verified.

5. Wrong or Missing Products

If you receive an incorrect product or discover that an item is missing from your order, contact us as soon as reasonably possible after delivery.

Please provide:

Order number;
Customer name;
Description of the issue;
Photographs of the package and received products;
Photograph of the invoice or order documentation, where available; and
Any other information reasonably requested by our support team.

After verification, we may provide:

Replacement of the affected product;
Refund for the affected product; or
Another appropriate remedy,

depending on the circumstances and availability.

6. Return Request Period

For damaged, leaking, wrong or missing products, customers should contact us within 48 hours of delivery.

Claims submitted after this period may still be reviewed where there are exceptional circumstances or where required by applicable law, but acceptance of a late claim is not guaranteed.

Customers should retain the product, packaging, invoice and other relevant evidence until the claim has been resolved.

7. Return Authorization

A product should not be shipped back to us without prior authorization from our customer support team.

If a return is approved, we will provide instructions regarding:

Whether the product needs to be returned;
Return address;
Packaging requirements;
Courier arrangements; and
Any other applicable procedure.

Unauthorized returns may not be accepted or processed.

8. Return Shipping Charges

Where a return or replacement is approved because:

The wrong product was supplied;
The product was materially damaged before or during delivery;
The product was materially defective; or
Another issue attributable to KB Group is verified,

we may arrange or reimburse reasonable return shipping costs, as applicable.

If a return is requested for a reason that is not attributable to KB Group and such return is legally permissible, applicable shipping or handling charges may be deducted from the refund where permitted.

9. Refund Eligibility

A refund may be issued where:

An eligible product cannot be replaced;
A verified damaged product is unavailable for replacement;
A wrong product was supplied and replacement is not possible;
An order is cancelled by KB Group after payment has been received;
A product is unavailable after payment has been received; or
Another refund is required under applicable law.

The final refund decision will depend on the circumstances, verification and applicable law.

10. Refund Method

For prepaid orders, refunds will generally be processed through the original payment method or through an appropriate payment mechanism.

Where payment was made through Razorpay, the refund may be initiated through the applicable payment processing system.

The time taken for the refund to appear in the customer’s bank account, card account or other payment instrument may depend on the relevant bank, card network, payment provider or financial institution.

KB Group cannot guarantee the exact time taken by a third-party financial institution to credit a refund after it has been successfully initiated.

11. COD Orders

For Cash on Delivery (“COD”) orders, no advance payment is generally collected at the time of placing the order.

If an eligible COD order qualifies for a refund after verification, we may request appropriate bank account, UPI or other payment details necessary to process the refund.

Customers must provide accurate payment information for such refunds.

KB Group will not be responsible for delays caused by incorrect bank, UPI or payment information provided by the customer.

12. Order Cancellation by Customer

Customers may request cancellation of an order by contacting us within 48 hours after placing the order, since it’s perishable goods. After that, cancellation is subject to the processing stage, i.e., possible only if the product hasn’t been shipped.

Cancellation may be possible before the order has entered certain stages of processing or dispatch.

Once an order has been processed, packed or dispatched, cancellation may no longer be possible.

If an eligible prepaid order is successfully cancelled, the applicable refund will be processed in accordance with this Policy.

13. Cancellation by KB Group

KB Group reserves the right to cancel an order where reasonably necessary, including in circumstances such as:

Product unavailability;
Incorrect product or pricing information;
Payment failure;
Suspicious or fraudulent transactions;
Incorrect or incomplete customer information;
Non-serviceable delivery location;
Technical errors;
Operational limitations; or
Circumstances beyond our reasonable control.

If payment has already been received for an order cancelled by us for a reason attributable to KB Group, the applicable amount will be refunded in accordance with this Policy.

14. Refund for Unavailable Products

If a product becomes unavailable after payment has been successfully received and we are unable to fulfil the order, we may cancel the affected product or order.

The amount paid for the unavailable product will be refunded through the applicable refund process.

Where an order contains multiple products, the refund may apply only to the unavailable product unless the entire order is cancelled.

15. Replacement Instead of Refund

Where appropriate, KB Group may offer a replacement instead of a refund for an eligible product issue.

Replacement may depend on:

Product availability;
Nature of the defect or damage;
Customer location;
Verification of the claim; and
Applicable operational conditions.

If replacement is not reasonably possible, an eligible refund may be provided.

16. Refund Processing Time

Once a refund has been approved, KB Group will initiate the refund within 2-3 working days post verification of claims. Then the timeline of refund depends on the refund payment method / operator.

The time required for the amount to reach the customer’s original payment method may vary depending on the payment provider, bank, card network or financial institution.

Accordingly, the date on which KB Group initiates a refund may differ from the date on which the customer actually receives the funds.

17. Evidence and Verification

To protect customers and prevent fraudulent claims, we may request reasonable evidence before approving a return, replacement or refund.

This may include:

Photographs;
Videos;
Order number;
Invoice;
Packaging photographs;
Product batch or lot information;
Delivery information; or
Other information reasonably required to investigate the claim.

We may verify the issue with our internal team, manufacturing/quality team, payment provider or delivery/logistics provider where applicable.

18. Product Storage and Handling

Customers are responsible for storing products in accordance with the instructions, warnings and storage conditions provided on the product packaging or label.

A return or refund may not be available where damage or deterioration is reasonably attributable to improper storage, handling or use after delivery.

19. No Refund for Change of Mind

Because our products include edible and consumable goods, we generally do not accept returns or provide refunds merely because:

The customer changed their mind;
The customer ordered the wrong product or quantity;
The customer no longer wants the product;
The customer does not like the taste, aroma or personal characteristics of the product; or
The customer purchased the product elsewhere after placing the order.

This provision is subject to any rights or remedies available under applicable law.

20. Promotional Products and Offers

Products purchased under promotional offers, discounts, bundles or special campaigns may be subject to additional conditions.

Any specific return or refund conditions applicable to a promotion will be disclosed at the time of the relevant offer, subject to applicable law.

Promotional terms will not override mandatory consumer rights.

21. Fraudulent or Abusive Claims

KB Group reserves the right to investigate claims that appear fraudulent, abusive or inconsistent with the order history or available evidence.

We may take appropriate action where we reasonably believe that:

False information has been provided;
Evidence has been manipulated;
Repeated fraudulent claims have been made;
Products have been intentionally damaged after delivery; or
The return/refund process is being misused.

Any action taken will remain subject to applicable law.

22. Customer Responsibility

Customers are responsible for:

Providing accurate order and delivery information;
Inspecting packages upon delivery where reasonably possible;
Reporting eligible issues promptly;
Providing reasonable evidence when requested;
Retaining packaging and products where required for verification; and
Following the return instructions provided by KB Group.

23. Contact for Return and Refund Requests

For return, refund, cancellation or replacement requests, please contact us through the official contact information published on our Website.

When contacting us, please include:

Order number;
Customer name;
Registered mobile number or email address;
Description of the issue; and
Photographs or other evidence where applicable(if required).

Customer Support

Email:
care@kbgroupindia.org

Phone:
033-4067-9100

24. Changes to This Policy

KB Group may update this Return & Refund Policy from time to time to reflect:

Changes in products;
Changes in payment methods;
Changes in shipping or logistics arrangements;
Changes in return procedures;
Changes in applicable laws or regulations; or
Changes in our business practices.

The updated policy will be published on this page with a revised Last Updated date.

25. Governing Law

This Return & Refund Policy shall be governed by and interpreted in accordance with the applicable laws of India.

Nothing in this Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot legally be excluded or waived.

26. Contact and Resolution

We encourage customers to contact us directly so that we can review and resolve eligible return, refund or replacement issues as efficiently as reasonably possible.

Each request will be evaluated based on the relevant order information, product condition, evidence provided, applicable policies and applicable law.

Last Updated: 6 September 2026