This Return Policy explains when and how you can return products purchased from rarelocals.com, operated by Virkar Products Private Limited ("Rare Locals", "we", "us"). It should be read together with our Refund Policy, Cancellation Policy and Shipping Policy. By placing an order you agree to the terms below. Nothing in this policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

1. Summary

• Return window: raise a request within 7 days of delivery (48 hours for damaged, tampered or wrong-item deliveries).
• Eligible: unopened products in original, sealed packaging, plus any damaged / defective / wrong / expired items regardless of seal.
• Not eligible: opened or partly consumed food, items bought on clearance / "Final Sale", free gifts and samples.
• Reverse pickup is arranged by us at no cost when the return is due to our error; otherwise standard pickup charges may apply.
• Refunds are issued to the original payment method within 5–7 business days of the return passing our quality check.

2. Why food returns are limited

Rare Locals sells perishable, consumable food and pet-treat products — dehydrated fruits, coffee, tea, spices and treats. Under the Food Safety and Standards (FSSAI) regulations and for the safety of every customer, food that has left our cold chain and custody cannot be re-sold. This is why opened items cannot be accepted back for a change of mind, and why we instead resolve genuine quality complaints directly with a replacement, store credit or refund (see Section 5).

3. What can be returned

• Damaged in transit — outer carton or pouch crushed, torn, leaking or wet.
• Tampered packaging — seal broken or product exposed on arrival.
• Wrong item, wrong variant (pack size / flavour) or missing item against your invoice.
• Expired or short-dated product — best-before date already passed or within 30 days at delivery.
• Manufacturing defect — e.g. foreign matter, visible mould, off smell on first opening.
• Unopened, sealed products you no longer want, returned within 7 days of delivery in saleable condition (reverse pickup charges apply).

4. What cannot be returned

• Products that have been opened, unsealed, partly consumed or re-packed (unless the return is for a genuine quality defect under Section 5).
• Products stored incorrectly after delivery (e.g. left in heat or moisture), causing clumping, staleness or spoilage.
• Items marked "Final Sale", clearance or purchased with a non-returnable promotional offer.
• Free gifts, samples, gift cards and promotional add-ons.
• Returns requested after the 7-day window, or without the original order ID.
• Bulk / B2B and private-label orders, which are governed by the quotation and supply agreement issued for that order.

5. Quality complaints on opened products

If you open a product and find it is not fresh, has an off taste or smell, or does not match the description, we want to know. Write to us within 7 days of delivery with your order ID, batch number (printed on the pack) and photos. We will review the batch records and offer a replacement, store credit or refund. You may be asked to keep the product and packaging for a few days in case we need to collect it for testing. We handle these cases individually and lean generous — our goal is that you never pay for something you could not enjoy.

6. How to start a return

• Step 1 — Within 7 days of delivery (48 hours for damage / wrong item), email hello@rarelocals.com or WhatsApp us from the number on your order with: order ID, item(s), reason, and 2–3 clear photos (outer box, product, label with batch / best-before).
• Step 2 — Our team reviews and confirms eligibility within 1–2 business days and shares a Return Authorisation (RA) number. Returns without an RA number cannot be processed.
• Step 3 — Keep the item in its original packaging with all labels, inserts and the invoice. Place it in a sturdy outer box or the original carton.
• Step 4 — We schedule a reverse pickup through our courier partner (typically within 2–4 business days). In areas without reverse-pickup coverage we will share the return address; we reimburse reasonable courier charges when the return is due to our error.
• Step 5 — Once the item reaches our facility it is inspected (usually within 48 hours). You will be notified of the outcome and your refund, replacement or credit is processed as described in Section 7.

7. Refunds, replacements and store credit

• Replacement: a fresh unit of the same item is dispatched at no cost, subject to stock. If out of stock, you may choose an alternate product of equal value, store credit or a refund.
• Refund to source: initiated within 2 business days of the return passing inspection. UPI / wallets usually reflect in 24–48 hours; cards and net-banking in 5–7 business days, depending on your bank.
• Cash-on-delivery orders: refunded by bank transfer (NEFT / IMPS) to the account you share, or as store credit if you prefer.
• Store credit: issued instantly as a coupon code that never expires and can be used on any order.
• Shipping fees paid on the original order are refunded when the return is due to our error (damage, defect, wrong item). For change-of-mind returns, original shipping and reverse-pickup charges are deducted from the refund.
• Coupon discounts and loyalty benefits used on the order are adjusted proportionately; a coupon is re-issued only if the entire order is returned because of our error.
• Partial returns from a combo / bundle are refunded at the bundle-adjusted price of the returned item.

8. Exchanges

We do not run a separate exchange process for a different flavour or pack size. Simply return the eligible, unopened item under this policy and place a new order for what you want — the new order ships immediately rather than waiting for the return to reach us.

9. Inspection and rejected returns

Every return is checked against the photos you submitted and our dispatch records (we photograph and weigh every parcel before it leaves the facility). If a returned item is found to be used, incomplete, damaged by misuse or different from the item we shipped, the return is rejected. We will inform you with photos and ship the item back to you; a second return request for the same item will not be accepted.

10. Misuse of the policy

To keep returns free and generous for everyone, we reserve the right to decline returns, refunds or future orders from accounts showing a pattern of excessive, fraudulent or abusive return requests, including repeated "damaged" claims without supporting evidence.

11. Contact and grievance redressal

Returns & Support: hello@rarelocals.com (Monday–Saturday, 10:00–18:00 IST). We aim to acknowledge every request within 24 hours and resolve it within 7 business days.

If you are not satisfied with the resolution, you may escalate to our Grievance Officer at the same address with the subject line "Grievance — Order #<your order ID>". In line with the Consumer Protection (E-Commerce) Rules, 2020, the Grievance Officer will acknowledge your complaint within 48 hours and resolve it within one month from the date of receipt.

Registered office: Virkar Products Private Limited, Shop No. 1, No. 666, Ground Floor, 11th Main, Koramangala 4th Block, BTM Layout, Bengaluru, Karnataka – 560034, India.

12. Changes to this policy

We may update this Return Policy from time to time. The version published on this page at the time you place your order applies to that order. Material changes will be indicated by the "Last updated" date above.