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Story Roots

Story Roots — Shipping, Returns & Refunds Policy

Last updated: 30 August 2026

This policy applies to purchases of Story Roots products from Kuldhar Global Ventures LLP ("we", "us"). You place an order on this Website by giving us your delivery details at checkout. Payment is handled by our payment gateway, Razorpay — on the Website's checkout, or through a payment link we send you on WhatsApp. We never see or store your card, UPI or netbanking details.

1. Orders & confirmation

Prices are in INR, inclusive of applicable taxes. Placing an order on the Website is an offer to buy, not a completed sale: your order is confirmed only when we accept it and your payment has been received. We may decline or cancel an order for reasons including unavailability, a pricing or listing error, or suspected fraud, with a full refund of any amount paid for that order.

2. Shipping

  • Delivery is subject to courier serviceability at your PIN code. We confirm whether we can deliver to your address when we confirm your order; if we cannot, nothing is charged.
  • Orders are dispatched within 2–4 business days of confirmed payment. Delivery time after dispatch depends on the courier and your location, and is confirmed at order confirmation.
  • Delivery is via third-party couriers. Delays caused by the courier or by events beyond our control (force majeure) are not within our liability, though we will help you follow up.

What shipping costs. Couriers charge us by distance, so we charge by delivery zone. We work out your zone from the PIN code you enter at checkout, and the exact amount is shown to you there before you place the order:

  • Delhi NCR (Delhi, Gurugram, Faridabad, Noida, Ghaziabad, Sonipat) — ₹50, free on orders of ₹499 or more.
  • Everywhere else in India — ₹70, free on orders of ₹499 or more.
  • Jammu & Kashmir, Ladakh, the North East, Sikkim and the islands (Andaman & Nicobar, Lakshadweep) — ₹120, free on orders of ₹999 or more.

Shipping starts at ₹50. Until you enter a delivery PIN code we cannot tell you the amount, so the cart shows the subtotal only.

3. Damaged, wrong or defective items

If an item arrives damaged, incorrect, or defective, tell us within 48 hours of delivery at support@storyroots.co or on WhatsApp, with photographs of the product and its packaging. On verification, we will arrange a replacement or a refund at no extra cost to you. Please keep the packaging until the matter is resolved — the courier may need to inspect it.

4. Returns

These are food products. For safety and hygiene, and because we cannot verify how a food product has been stored once it leaves our courier's hands, we do not accept returns or exchanges — including of unopened packs, and including change of mind.

The only exceptions are the ones in §3: product that arrives damaged, incorrect or defective is replaced or refunded. This is a restriction on returns, not on your rights — see §7.

5. Cancellations

You may cancel an order before it is dispatched by messaging us on WhatsApp. If you have already paid, we refund you in full. Once an order has been dispatched it cannot be cancelled, and §4 applies.

6. Refunds

Approved refunds are processed within 7–10 business days through Razorpay, back to the original payment method you used, or as otherwise agreed with you at the time. Your bank or payment provider may take longer than that to show the credit.

7. Your statutory rights

Nothing in this policy limits or affects your rights and remedies as a consumer under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and applicable food-safety law. In particular, §4 does not affect your right to a remedy for goods that are defective, unsafe, or not as described.

8. Contact / grievance

Questions: support@storyroots.co.

Complaints go to our Grievance Officer, Sushant Dhar — info@kuldhar.com, +91 88001 92188, Kuldhar Global Ventures LLP, Office 1206, SS Omnia, Sector-86, Gurugram, Haryana – 122004.