Reporting an Issue

However, if your order arrives with a genuine issue—such as a damaged or leaking product, incorrect product, expired product, or a manufacturing or packaging defect—you can contact our support team and we will review the concern individually.

Please report the issue within 24 hours of delivery and share the following information so we can investigate it properly:

• Order ID
• Name of the affected product(s)
• A short description of the issue
• Clear photographs of the product, outer shipping box, and shipping label
• A complete, unedited unboxing video for claims involving damage, leakage, or incorrect products

Requests submitted after 24 hours from delivery may not be eligible for review.

Once your claim has been reviewed and verified, we may provide an appropriate resolution depending on the circumstances. This may include a replacement of the affected product, a refund to the original payment method, or store credit, where applicable.

For orders containing multiple products, only the item or items affected by the verified issue will be considered for a refund or replacement.

Case-by-case Returns

Returns and refunds will only be considered on a case-by-case basis and are valid only for genuine manufacturing defects or quality issues. Each case will be evaluated individually.

Cancellation Policy

Customers can cancel an order any time before it is dispatched. But once the shipment has been processed there shall be no cancellation. Once cancelled, the amount is refunded to the original payment mode within 5–7 business days, subject to your bank or payment partner's timelines.

The Farm Story by Grannys reserves the right to cancel or refuse any order for reasons including, but not limited to, non-availability of stock, pricing or listing errors, or issues identified with the personal or financial details provided by the customer.