At Kisan City, we are committed to delivering genuine, high-quality agricultural products and selected daily essentials through lawful commercial supply channels.
Because our catalogue includes pesticides, fertilizers, seeds, animal feed, veterinary products, livestock-related items, groceries, food products and other agricultural inputs, most products cannot be resold once delivered. For that reason, all sales are generally final and products are non-returnable except in the limited verified situations described below.
By placing an order on Kisan City, you acknowledge that you have read, understood and agreed to this Return, Replacement & Refund Policy.
1. Order Cancellation Before Delivery
- You may request cancellation from your account before delivery. If a logistics booking already exists, Kisan City will also request cancellation from the delivery partner; carrier acceptance remains subject to the shipment's current state.
- For an eligible prepaid cancellation before dispatch, the refundable amount is the captured payment less the non-refundable payment processing or convenience fee actually charged for that payment.
- After dispatch and before delivery, the refundable amount also excludes the order's recorded shipping or delivery charge. Deductions are capped so a refund can never be negative.
- Once delivery is completed, the order cannot be cancelled and any eligible issue will be reviewed under the return or replacement process instead.
- Kisan City may cancel any order, in whole or in part, due to product unavailability, pricing or technical errors, payment verification failure, suspected fraudulent activity, regulatory restrictions, logistics limitations, force majeure, violation of our Terms & Conditions or circumstances beyond our reasonable control.
- Eligible prepaid cancellation refunds are initiated automatically through the original payment provider after cancellation succeeds. Kisan City may waive deductions where the cancellation is attributable to Kisan City or where required by law.
2. Eligible Return, Replacement or Refund Situations
- The wrong product, wrong variant, wrong quantity or a materially different product was delivered.
- The product was damaged during transit or the package was visibly tampered with before delivery.
- The product was expired at the time of delivery.
- The product has a verified manufacturing defect or was defective on arrival.
- Items were missing from the order or the shipment was incomplete.
- A refund, replacement or other remedy is expressly approved by Kisan City after verification or is required under applicable law.
- Except for the situations listed above, no return, replacement or refund request shall be accepted.
3. Non-Returnable Products and Reasons
Unless covered under the eligible situations above, all products sold on Kisan City are strictly non-returnable and non-exchangeable. Return, replacement or refund requests will not be accepted for reasons including, but not limited to:
- Change of mind, product no longer required or better price available elsewhere.
- Incorrect product ordered by the customer or duplicate order placed by the customer.
- Customer refusal of delivery without a valid and verifiable reason.
- Opened, used, partially consumed, installed, mixed, applied, tampered or repacked products.
- Improper storage, handling, dosage, application or use after delivery.
- Damage caused after successful delivery or after the customer, recipient or authorized person accepts the shipment.
- Products missing original packaging, invoice, labels, accessories, seals, batch details or manufacturer markings.
4. Non-Returnable or Restricted Categories
The following categories are non-returnable once delivered, opened, unsealed, damaged, used, stored improperly or tampered with, except where the issue is verified under the eligible situations above:
- Seeds, fertilizers, pesticides, herbicides, fungicides, insecticides, plant growth regulators, micronutrients, bio fertilizers and bio pesticides.
- Veterinary products, animal feed, feed supplements, mineral mixtures and livestock-related consumables.
- Perishable, edible or consumable agricultural and food products including ghee, oils, grains, gud, shakkar and similar products.
- Custom-packed, clearance, hygiene-sensitive, safety-sensitive, regulated or product-page-marked non-returnable items.
5. Reporting an Issue
Any issue related to a delivered product must be reported within 48 hours of delivery, unless a longer period is expressly required by applicable law or stated by Kisan City in writing for a specific product.
Requests received after this period may be rejected because product condition, storage, handling and usage can no longer be reliably verified.
6. Proof Required for Verification
- Order ID and purchase invoice.
- Clear photographs of the product, outer package, inner packaging, labels, seals and all delivered items.
- Batch number, manufacturing date and expiry date, where applicable.
- A complete and uninterrupted unboxing video recorded from the moment the sealed package is opened, where reasonably available or requested for verification.
- A detailed description of the issue and any communication from the delivery partner, manufacturer, brand or support team.
- Failure to provide sufficient evidence may result in rejection of the request.
7. Product Condition for Approved Returns
- The product must be unused and in original packaging.
- All original labels, seals, batch details, invoice, accessories, manuals, freebies and manufacturer packaging must be included.
- The product must not be tampered with, repacked, mixed, applied, partially consumed or damaged after delivery.
- Seals must not be damaged or removed unless the complaint itself relates to packaging damage, transit damage or manufacturing defect.
- Kisan City reserves the right to reject any return that does not meet these conditions.
8. Inspection, Approval and Replacement
Submitting a return, replacement or refund request does not automatically mean that it has been approved. Every request is reviewed individually by Kisan City's quality verification team and may also be reviewed with the seller, brand, manufacturer, distributor or logistics partner.
Kisan City reserves the right to approve or reject any request after verification. If a replacement is approved, Kisan City may replace the product with the same item subject to stock availability. If the same product is unavailable, Kisan City may, at its sole discretion, provide an equivalent replacement product or an approved refund.
9. Refund Method, Timeline and Deductions
- Refunds are processed only where applicable and only after Kisan City has completed verification and approved the request.
- Approved refunds are generally processed to the original payment method wherever possible. If the original method is unavailable, an alternative lawful method may be used at Kisan City's discretion or by mutual agreement.
- Refunds are generally initiated within 7-10 business days after approval. Actual credit timelines may vary depending on the bank, wallet, card network, UPI provider or payment service provider.
- For cancellations, the actual payment processing or convenience fee is non-refundable. The recorded shipping or delivery charge is also non-refundable after dispatch, unless the cancellation is attributable to Kisan City or a refund is otherwise required under applicable law.
- Partial refunds may be provided where only part of an order is affected or where deductions are permitted for missing items, used condition, damaged packaging or non-refundable charges.
10. Return Shipping and Unauthorized Returns
Customers must not return any product without prior written approval from Kisan City. If a return is approved, detailed return pickup or shipping instructions will be provided by our support team.
Unauthorized returns, returns sent to the wrong address, returns without approval or returns not matching the approved request may be refused, returned to the customer or rejected without refund.
11. Fraud Prevention and Abuse
Kisan City reserves the right to reject claims that appear false, abusive, repetitive, manipulated, unsupported by evidence or inconsistent with delivery records. Repeated misuse of cancellations, returns, replacements or refunds may lead to account restrictions, order refusal, legal action or other remedies available under applicable law.
12. Contact for Return, Replacement or Refund Requests
For eligible return, replacement or refund requests, contact support@kisancity.com with your Order ID, relevant photographs, unboxing evidence where available and a detailed description of the issue.
Need help with this policy?
For policy-related questions, grievance support or order issues, please contact the Kisan City support team.
Mehra Dhani, Near Kabir Minor, Kirtan Road, Mattershyam, Hisar, Haryana - 125001