Proud Grains — Refund Policy

Effective date: January 26, 2026

1. Scope

This Refund Policy applies to purchases of products made through ProudGrains.com (the “Site”), owned and operated by Proud Grains. The policy covers order cancellations, refunds, and returns for all products sold on the Site, including—but not limited to—flours, seeds, powders, and packaged food items.

2. Our commitment

Proud Grains is committed to delivering safe, high-quality products. We take special care with products labeled for people with celiac disease or gluten sensitivity (for example, our Gluten Free Flour). For safety and hygiene reasons, some items have limited or no return eligibility once the package is opened.

3. Free delivery threshold

Proud Grains offers free delivery on orders above PKR 3,000. Delivery charges for orders below that amount will be displayed at checkout.

4. Order cancellation

• Before shipping: Customers may cancel an order without penalty within 24 hours of placing it, provided the order has not yet been processed or shipped. To cancel, contact us via the contact form on the Site or send a WhatsApp message to our sales line.
• After shipping: Orders already dispatched cannot be canceled. See Returns & Refunds below for how to proceed.

5. Returns — general rules

• Perishable and sealed food items: For hygiene and safety reasons, opened or used food items (including opened bags, pouches, and any tampered packaging) are not eligible for return or refund except where the item is defective, incorrect, or damaged in transit.
• Unopened items: Unopened and unused products in original, sealed packaging may be eligible for return within 7 days of delivery, provided the product is returned in original condition.
• Timeframe: To request a return, contact our Customer Support within the timeframe above and provide proof of purchase (order number, name, and photos if applicable).

6. Damaged, defective or incorrect items

If you receive a damaged, defective, or incorrect item you are eligible for a full refund or replacement. Please follow these steps within 48 hours of delivery:

1. Take clear photos of the product and packaging, showing the damage or error.\

2. Send photos and order details to our support team via the Site contact form or WhatsApp at +92‑3028098180.\

3. Our team will review and respond within 48 business hours with instructions for return, replacement, or refund.

7. Refund types and timing

• Method: Refunds are issued to the original payment method where possible. If the original method cannot be used, we may offer store credit or a bank transfer.
• Processing time: Once a return is accepted, refunds are processed within 7–14 business days. The time for the money to appear in your account depends on your payment provider or bank.
• Shipping charges: Shipping charges are non-refundable except when the return is due to our error (wrong item sent, damaged in transit). Return shipping costs are the customer’s responsibility unless otherwise agreed.

8. Exchange policy

Exchanges for the same product (e.g., replacement of damaged goods) will be handled case-by-case. If an exchange is requested, we will advise on availability and any price difference.

9. Cancellations, chargebacks & fraud

• If you initiate a chargeback with your payment provider before contacting us, we may pause your refund while we investigate. If a chargeback is found to be fraudulent, we reserve the right to take appropriate action, including refusing future orders.
• Repeated abusive returns or false claims may lead to account suspension.

10. How to contact us

• Website: https://proudgrains.com\
• WhatsApp / Sales & Support: +92‑3028098180
• Contact form: Proud Grains → Contact page (on the Site)