1. The short version
- Sealed packs: return within 7 days of delivery for a full refund or replacement.
- Opened packs: returnable only where there is a genuine quality defect - rice is a food product.
- Our mistake: wrong item, damaged pack or a quality problem traced to us is replaced at our cost, including collection.
- Refund time: 5-7 working days after we receive and inspect the return.
The rest of this page is the detail behind those four lines.
2. Cancelling before dispatch
The easiest return is the one that never ships. While an order is still pending or processing you can cancel it yourself: open My Orders, expand the order and choose Cancel order. Stock is returned to the catalogue automatically and, if you had paid by bank transfer, we refund in full.
Once an order shows as shipped, self-service cancellation closes and the process below applies instead.
3. What can be returned
Sealed and unopened - 7 days
Any sealed pack in its original condition can be returned within 7 days of delivery for a full refund or an exchange, for any reason at all. You do not have to justify it - if you ordered the wrong grade or simply changed your mind, that is fine.
Opened - quality defects only
Once a pack is opened we cannot resell it, and food-safety practice does not allow us to put it back into stock. So opened packs are returnable only where there is a genuine defect, which does include:
- an off, musty or chemical smell on opening;
- visible insect activity, mould or foreign matter;
- a grade clearly different from the one on the label - short grain in a Super Kernel pack, for instance;
- rice that will not cook normally under standard preparation.
If any of that happens, contact us. We would much rather replace a bad sack and find out which lot it came from than have you quietly stop buying.
What we cannot accept
- Packs returned more than 7 days after delivery, unless a defect is involved.
- Packs decanted into another container, so we cannot verify what was supplied.
- Damage caused by storage after delivery - damp cupboards, pest exposure, direct sun.
- A preference for a different variety after the pack was opened. Aroma and texture differ between grades by design; ask us before buying and we will recommend the right one.
- Bulk and wholesale consignments made to order against a signed specification, except for defects.
4. How to start a return
- Contact us within the window. Use the contact form, choose Return or refund, and quote your order reference.
- Tell us what is wrong and whether you want a refund or a replacement.
- Send photos if there is a defect or damage: the outer packaging, the pack itself, and the lot code printed on it.
- Wait for confirmation. We reply within one working day with a return authorisation. Please do not ship anything back before you have it - unannounced returns are easy to lose.
- Hand over or send the goods. Where the fault is ours we arrange and pay for collection. Where you are returning a sealed pack by choice, you cover the return postage.
5. Who pays return shipping
| Situation | Return shipping | Original delivery charge |
|---|---|---|
| Wrong item sent | We pay | Refunded |
| Damaged in transit | We pay | Refunded |
| Quality defect | We pay | Refunded |
| Changed your mind (sealed) | You pay | Not refunded |
| Ordered the wrong grade (sealed) | You pay | Not refunded |
6. Refunds
We inspect returns on arrival and process the refund within 5-7 working days. How you get the money back depends on how you paid:
- Bank transfer - refunded to the account the payment came from, landing 1-2 working days after processing.
- Cash on delivery - refunded by bank transfer to an account you nominate. We will ask for the title, number and bank name; we do not need any other detail.
Refunds cover the price of the goods plus, where the fault was ours, the original delivery charge. We do not deduct a restocking fee.
If a refund has not reached you 10 working days after we confirmed it was processed, contact us. We keep the transaction reference and can trace it.
7. Exchanges
If you would rather have a different grade or pack size than a refund, say so when you contact us. Where the exchange is for the same value we ship the replacement as soon as the return is collected, rather than waiting for it to arrive. Where there is a difference in price we either refund it or send a payment link for the balance.
8. Quality guarantee
Independently of the return window: if a pack of our rice is genuinely not what the label says it is, we will make it right regardless of how long ago you bought it, so long as you still have the lot code. That code lets us trace the sack back to the field and the mill run, which means a complaint is not a matter of opinion - we can check.
That traceability exists so that we can be held to this. A guarantee nobody can verify is not worth much.
9. Contact and postal address
Returns: info@goldenonepvtltd.com or +92 311 3578558.
Postal address: 32JP+34M, Karachi Northern Bypass, Gadap Town, Karachi, Pakistan
Please do not send goods to that address without a return authorisation first - see our shipping policy for how deliveries and collections are handled.
Questions about this policy
Write to info@goldenonepvtltd.com or call +92 311 3578558. Postal address: 32JP+34M, Karachi Northern Bypass, Gadap Town, Karachi, Pakistan.