Returns & Refunds Policy

Last updated: August 24, 2026

At Black Garlic India (a brand of Rising Group), we take pride in the quality and consistency of our Brahmaputra Valley black garlic. Because our products are food items, our returns and refunds process is designed to protect both product safety and customer satisfaction. Please read this policy carefully before placing an order.

1. Nature of Our Products

Black garlic is a perishable, food-grade product. Due to hygiene and food safety standards:

- We do not accept returns of opened, used, or consumed products, unless the product is defective, damaged, or does not conform to the specifications agreed at the time of purchase.

- We do not accept returns based on personal taste preference, as flavor intensity and texture can naturally vary slightly between batches due to the fermentation and aging process.

2. Eligibility for Returns (Retail Orders)

You may be eligible for a return, replacement, or refund if:

  • The product arrives damaged, spoiled, or spilled due to a packaging or shipping issue.

  • You receive the wrong product or an incorrect quantity.

  • The product is found to be defective or materially different from its description (e.g., moisture content, grading) at the time of delivery.

  • The product's packaging seal is broken or compromised upon arrival (excluding normal handling marks).

To be eligible, you must:

1. Contact us within 24 hours of delivery.

2. Provide your order number and clear photographs/video of the product, packaging, and shipping label.

3. Keep the product in its original packaging, unused, until we confirm next steps.

3. Non-Returnable Situations

We are unable to accept returns or issue refunds where:

  • - The product has been opened, used, or partially consumed (except in cases of confirmed defect).

  • - The claim is raised more than 48 hours after delivery.

  • - Damage results from customer mishandling, incorrect storage, or delayed pickup/collection after delivery.

  • - The order was a bulk or contract manufacturing shipment — these are governed by the separate purchase agreement or contract terms agreed with our trade desk (see Section 6 below).

4. How to Request a Return or Refund

To initiate a request:

1. Email us at info@tholua.com with your order number, a description of the issue, and supporting photos/video.

2. Alternatively, contact our trade desk at +91 94356 45353.

3. Our team will review your request within 2–3 business days and respond with approval, a request for more information, or the reason for decline.

4. If approved, we will advise whether the resolution is a replacement, refund, or store credit, depending on the nature of the issue and product availability.

5. Refund Processing

- Approved refunds will be issued to your original payment method within 7–10 business days of approval.

- Depending on your bank or payment provider, it may take additional time for the refund to reflect in your account.

- Shipping charges (if any) are non-refundable, except where the return is due to our error (wrong item, defective product, or damaged shipment).

- If a replacement is agreed instead of a refund, we will arrange dispatch of the replacement at no additional cost to you.

6. Bulk and Export Orders (Contract Manufacturing / Trade Clients)

Returns, replacements, credit notes, and refunds for bulk, LCL/FCL, or contract manufacturing orders are governed by the terms of the specific purchase agreement, proforma invoice, or contract executed with our trade desk, and not by this retail policy. This typically includes:

  • Agreed inspection and claim windows (e.g., pre-shipment inspection, claims within a defined number of days of container arrival).

  • Requirements for third-party lab reports (e.g., SGS) to substantiate quality disputes.

  • Resolution options such as credit notes against future orders, partial refunds, or replacement shipments, as negotiated.

If you are a bulk or trade client with a quality concern, please contact your assigned trade desk representative directly, or email info@tholua.com with your contract/order reference.

7. Cancellations

  • Retail orders: You may request cancellation before the order has been dispatched. Once an order has shipped, it can no longer be cancelled and will be handled under the return process above upon delivery.

  • Bulk/export orders: Cancellation terms, including any applicable deposits or cancellation charges, are as specified in the relevant purchase agreement.

8. Damaged or Lost Shipments in Transit

If your order arrives visibly damaged or is lost in transit:

  • Notify us within 24 hours of the delivery attempt (or expected delivery date, for lost shipments).

  • We will coordinate with our logistics partner to investigate and, where applicable, arrange a replacement or refund.

9. Contact Us

For any questions about this Returns & Refunds Policy, or to raise a request, please reach out to:

Rising Group – Black Garlic India

Guwahati, Assam, India

Email: info@tholua.com

Phone: +91 94356 45353