01Cancelling an order
An order that has not been paid for is not really an order yet — leave it and it lapses on its own, costing you nothing. You can also start the payment again later from My Orders.
After payment, write to us as soon as you can. If the parcel has not yet been handed to the courier we will cancel it and refund you in full. Once it is moving, cancellation becomes a return — see below.
02Damaged, short or wrong on arrival
Tell us within 48 hours of delivery. Send photographs of the outer packaging, the product, and the batch or label if there is one, along with your order number.
We will replace the item or refund it — your choice. We do not ask you to ship a damaged bag back at your own cost and wait for it to arrive before we act.
The 48-hour window is not bureaucracy: after that it becomes impossible to tell transit damage from storage damage, and we would rather have a rule we can apply fairly to everyone than one we bend by mood.
03What cannot be returned
Two categories, and both have a real reason behind them.
- Fresh produce and other perishables. Once out of our cold chain we cannot vouch for how it has been kept, and we will not resell food we cannot vouch for.
- Opened fertilisers, micronutrients and other agricultural inputs. An opened bag cannot be traced back to its batch with confidence, and a mis-sold input can damage a season's crop. Sealed, unopened packs in original condition can be returned within 7 days.
Neither restriction applies when the fault is ours. A wrong, damaged or expired item is always our problem to fix.
04How a refund reaches you
Refunds go back to the method you paid with — the same UPI handle, card or bank account. We cannot redirect a refund to a different account, which is a rule of the payment system rather than ours, and is what stops someone else claiming your money.
- Approved by us
- Within 2 working days of us agreeing the refund.
- UPI and wallets
- Usually within 3–5 working days of that.
- Cards and net banking
- 5–7 working days, sometimes longer depending on your bank.
If a refund has not landed a week past those windows, send us the order number and we will chase it with the payment provider — we can see its status from our end.
05Refunds on discounted orders
You are refunded what you actually paid, not the list price. Where a coupon was used on an order that is fully refunded, the coupon use is released back to you where the coupon is still valid. Where only part of an order is returned, the discount is apportioned across the lines rather than taken off any one of them.
06How to raise one
Email support@shineagro.com with your order number and what went wrong, or use the contact page. Photographs help enormously when something arrived damaged.
We aim to answer within one working day. A person reads these — you will not be asked to fill in a form to speak to another form.