Cancellation & Refund Policy

We want you to be satisfied with every order from MyRasan. Because we sell perishable and consumable grocery items, this policy explains when you can cancel an order and how returns, replacements, and refunds are handled.

1. Cancelling an order

• You may cancel an order free of charge at any time before it has been dispatched for delivery. To cancel, message us on WhatsApp with your order reference as early as possible.
• Once an order has been packed and dispatched, it may no longer be possible to cancel it, especially for perishable items.
• We may cancel an order (and refund any amount already paid) if the items are unavailable, the delivery address is outside our serviceable area, or in cases of suspected fraud or pricing error.

2. Returns and replacements

As grocery and ration items are perishable/consumable, we generally cannot accept returns once delivered and accepted. However, we will gladly arrange a replacement or refund, within the reporting windows set out below, if an item is:

• Damaged, spoiled, or of unacceptable quality;
• Expired or too close to its expiry date to be usable;
• Incorrect (a different item or quantity from what you ordered); or
• Missing from your order.

Please check your order at the time of delivery and report any such issue to the delivery person and to us on WhatsApp at that time, and in any event within 3 hours of delivery, ideally with a photograph of the affected item. Because food items cannot reliably be assessed once they have been stored or handled elsewhere, reports made after this window are not ordinarily eligible.

A defect that could not reasonably have been found at delivery, such as a fault sealed inside a pack, may be reported after that window. To be eligible it must be reported as soon as you discover it, and in any event within 24 hours of discovery and within 7 days of delivery. The item must still be within its best-before or expiry date, must have been stored and handled as directed on the pack and used within any period the pack specifies after opening, and must be substantially unconsumed, with the pack and its batch details kept so that we can examine them.

We are unable to accept a claim where the condition complained of is consistent with the item having been kept beyond the period for which it was meant to be used, or with ordinary deterioration after opening, or where the item has been consumed or discarded and can no longer be examined. Nothing in this section affects your rights in respect of unsafe, substandard, or misbranded food under the Consumer Protection Act, 2019 and the Food Safety and Standards Act, 2006.

3. Items not eligible

We cannot accept returns or refunds for items that have been opened, partly used, or damaged after delivery due to improper storage or handling, or where the issue is reported outside the timeframes set out above. This does not apply to a defect that could not reasonably have been found at delivery, which is dealt with in section 2, or where a refund is required by law.

4. Delivery and secure packing fees

• If a whole order is cancelled before dispatch, or if we are unable to deliver it, you are refunded in full, including the delivery fee and the secure packing fee.
• If only part of an order is refunded, for example a missing or damaged item, we refund the price of that item. The delivery and secure packing fees for the order are not recalculated, and in no circumstances will a charge be added to an order after you have confirmed it, even if the refund takes your order value below a delivery-fee threshold.
• Where a delivery has to be reattempted because no one was available at the address or the address or contact details given were incorrect, we may agree a further delivery charge with you before reattempting. It is never applied without your agreement.

5. How refunds are processed

• Once a refund is approved, it is processed to your original payment method, or by another mutually agreed method (such as an adjustment against your next order), within a reasonable time.
• For prepaid orders, refunds are typically credited within 5-7 business days of approval, though the exact time depends on your bank or payment provider.
• For pay-on-delivery orders where you were charged for a missing or rejected item, we will refund or adjust the corresponding amount.

6. How to request a cancellation or refund

Please contact us with your order reference through any of these channels:

• WhatsApp (fastest) - reply on the same chat where your order was confirmed.
• Email: support@myrasan.com

Our Contact page carries full details, including our Grievance Officer for unresolved concerns.

7. Your consumer rights

Nothing in this policy limits any rights you have under the Consumer Protection Act, 2019, the Food Safety and Standards Act, 2006, or other applicable laws. Complaints that remain unresolved may be escalated to our Grievance Officer, who acknowledges every complaint within 48 hours and endeavours to resolve it within one month, as required by the Consumer Protection (E-Commerce) Rules, 2020.