Returns and replacement
Last updated 4 August 2026. This applies to retail orders placed on this website. Bulk orders follow the terms on your quotation.
In short
We do not accept returns of opened packs. Raisins are a ready-to-eat food, so once a pack is opened it cannot be sold again. If a sealed pack reaches you damaged, or the wrong item arrives, tell us within 3 days with a photo and we will replace it or refund it.
What we replace or refund
Report any of these within 3 days of delivery, with the pack still sealed.
Pack damaged or leaking on arrival
If the seal is broken, the pack is torn or the contents have spilled inside the box, we replace it or refund it, whichever you prefer. Photograph the pack and the outer carton before you open anything.
Wrong item or wrong pack size delivered
We arrange the pickup ourselves and send the correct pack at no cost to you. Keep the pack sealed.
Something missing from the order
Tell us what is missing and we send it, or refund that line, whichever you prefer.
Parcel never arrived
If tracking shows delivered but nothing reached you, message us within 3 days and we will raise it with the courier and settle it with you.
What we cannot take back
Opened packs
Once a pack is opened it cannot be returned, exchanged or refunded. There is no exception to this. Raisins are a ready-to-eat food and a pack that has been opened cannot be sold again or verified as untampered, so we do not accept it back.
Change of mind after delivery
We cannot take back a sealed pack simply because you no longer want it. Cancel before dispatch instead, which is free and takes one tap.
Anything reported after 3 days
Claims must reach us within 3 days of delivery. After that we cannot tell whether a pack was stored in the heat or the damp, so we cannot judge it fairly.
Bulk and wholesale orders
These follow the terms written on your quotation, which take precedence over this page.
If you think there is a genuine quality problem with what you received, message us on WhatsApp with your order number and a photo anyway. We would rather know about it than not, and we will tell you plainly what we can do.
How to raise a claim
Message us on WhatsApp or email orders@raisinlyfarm.com. Send your order number, a photo of the pack, and a photo of the outer carton. Photograph everything before opening it, because once a pack is open we cannot assess it.
We answer between 9am and 8pm, Monday to Saturday, and normally settle a claim the same day it reaches us.
Refunds
Approved refunds go back to the original payment method within 7 days. For a cash on delivery order we refund by UPI or bank transfer to an account you nominate. You never pay return shipping on a claim we accept, and we do not deduct the delivery charge from a refund when the fault was ours.
Cancelling an order
You can cancel free of charge for two hours after placing an order, using the Cancel button on your order page. After that, message us and we will still cancel it if it has not been packed. Once a tracking link is issued the parcel has left, so refuse the delivery instead and we refund it once it returns to us.