ST

Janani — India's women-led farm-to-home marketplace

Janani
Account

Customer policies · Part III

Cancellation, Returns & Refunds

Cancel free before dispatch, and tell us within 48 hours of delivery if anything is damaged, wrong or spoiled. Document ST/JAN/POL/2026/01, Version 1.0, effective 21 September 2026.

Cancelling an order

  • You may cancel an order free of charge at any time before it is dispatched, from My Orders or by contacting customer care.
  • An order cannot be cancelled once it has been dispatched.
  • Made-to-order products cannot be cancelled once preparation has started.

Return, replacement and refund window

  • Requests must be raised within 48 hours of delivery.
  • Eligible reasons: the product is damaged, broken, leaking or defective on receipt; the wrong product, quantity or variant was delivered; food is expired, spoiled or tampered with; or the product is materially different from its description.

What is not eligible

  • Food that has been opened, used or consumed, unless it was spoiled or expired when opened.
  • Matters of taste or personal preference.
  • Damage or loss caused after delivery through misuse or poor storage.
  • A free or promotional item claimed on its own.
  • Customised products, unless they are defective.

How a request is verified

  • Share clear photographs or a video of the product and the shipping label. For food products, also include the batch number and the manufacturing and expiry dates.
  • Requests are verified within 2 working days of receiving the complete information.

Refunds

  • Approved refunds are returned to the original payment method — UPI, card or net banking — within 5 to 7 working days.
  • The delivery charge is refunded only where the cancellation or return is attributable to Janani or the Seller.
  • Where Janani Credit was applied to an order that is cancelled or returned for reasons not attributable to you, the credit is restored to your account for the remainder of its validity.

Handmade and natural products

  • Minor variation in colour, size, shape or texture in handmade goods is a mark of hand production and is not treated as a defect.