Return & Refund Policy
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Last Updated: July 5, 2026 Effective Date: July 5, 2026
1. Overview
At MRB Spices, we take great pride in the quality of our handmade, natural food products. Every order is prepared with care and packed securely before dispatch.
Because our products are perishable, handmade food items, our return and refund policy is designed to be fair to both our customers and our business. Please read this policy carefully before placing an order.
By placing an order with us, you agree to the terms of this Return & Refund Policy.
2. Our General Policy
| Situation | Resolution |
|---|---|
| Product arrives damaged | Free replacement |
| Wrong product delivered | Free replacement or full refund |
| Order not delivered | Full refund or re-dispatch |
| Duplicate payment made | Full refund |
| Change of mind | Not eligible |
| Dislike of taste or texture | Not eligible |
| Incorrect address provided by customer | Not eligible |
3. Conditions for Replacement or Refund
3.1 Damaged Product
If your product arrives physically damaged (broken, crushed, or tampered packaging), you are eligible for a free replacement.
To claim:
- Contact us on WhatsApp at 8509942089 within 48 hours of delivery
- Send a clear photograph of the damaged product and the outer packaging
- We will verify and dispatch a replacement at no additional cost
3.2 Wrong Product Delivered
If you receive a product different from what you ordered, you are eligible for a free replacement or full refund at your choice.
To claim:
- Contact us on WhatsApp within 48 hours of delivery
- Send a photograph of the product received
- We will arrange correct replacement or process a full refund
3.3 Order Not Delivered
If your order is not delivered within 12 business days of dispatch and tracking shows no movement for 5 or more consecutive days, you are eligible for a full refund or re-dispatch.
To claim:
- Contact us on WhatsApp with your order details and tracking number
- We will investigate with the courier partner
- If confirmed undelivered, we will re-dispatch or issue a full refund
3.4 Duplicate Payment
If a duplicate payment has been made due to a technical error, the excess amount will be fully refunded to the original payment method.
To claim:
- Share payment screenshots on WhatsApp showing the duplicate transaction
- We will verify and process the refund within 5–7 business days
4. What Is Not Eligible for Return or Refund
The following situations are not eligible for return, replacement, or refund:
- Change of mind after the order has been dispatched
- Dissatisfaction with taste, texture, or appearance — these are natural variations in handmade products and are subjective in nature
- Incorrect delivery address provided by the customer at the time of ordering
- Damage caused after delivery due to improper storage or handling by the customer
- Partially consumed products — once opened and consumed, no claim can be raised
- Expired product due to improper storage by the customer (not following storage instructions)
- Claims raised after 48 hours of delivery without prior notification
5. Returns
5.1 Due to the perishable nature of food products, we do not accept physical returns. You do not need to return the damaged or incorrect product to us.
5.2 In all eligible cases, we resolve the issue through replacement or refund without requiring you to return the product.
5.3 This policy is in line with the Consumer Protection (E-Commerce) Rules, 2020, applicable to food products sold online.
6. Refund Process
6.1 How Refunds Are Processed
All approved refunds are credited back to the original payment method used at the time of purchase:
| Payment Method | Refund Timeline |
|---|---|
| UPI (GPay, PhonePe, Paytm, etc.) | 3–5 business days |
| Credit / Debit Card | 5–7 business days |
| Net Banking | 5–7 business days |
6.2 Refund Initiation
Once your claim is verified and approved via WhatsApp, we will initiate the refund within 2 business days.
6.3 Refund Confirmation
You will receive a WhatsApp notification once the refund has been initiated. Actual credit to your account depends on your bank or payment provider’s processing time.
6.4 Refund Delays
If you have not received your refund within the timeframe mentioned above:
- Check with your bank or UPI app
- Contact us on WhatsApp at 8509942089 with your refund reference details
7. Cancellations
7.1 Before Dispatch
You may cancel your order before it has been dispatched by contacting us on WhatsApp. If payment has been made, a full refund will be processed within 5–7 business days.
7.2 After Dispatch
Once your order has been dispatched, cancellation is not possible. The order must be accepted upon delivery. If there is an issue with the delivered product, please refer to Section 3 of this policy.
7.3 Cancellation by MRB Spices
We reserve the right to cancel an order in the following situations:
- Product is out of stock or unavailable
- Incorrect pricing due to a technical error
- Suspected fraudulent or invalid order
- Delivery not serviceable to the provided PIN code
In all such cases, a full refund will be processed if payment has been made.
8. Replacement Policy
8.1 Replacements are dispatched within 24–48 hours of claim approval.
8.2 Replacement orders are shipped to the same delivery address as the original order. If you require delivery to a different address, please inform us at the time of raising the claim.
8.3 Only one replacement is permitted per order. If the replacement also arrives damaged, we will issue a full refund.
8.4 Replacements are subject to product availability. In cases where the product is temporarily unavailable, we will offer a full refund instead.
9. How to Contact Us for a Claim
All return, refund, and replacement claims must be raised via WhatsApp:
Step 1 — Message us on WhatsApp at 8509942089
Step 2 — Provide the following details:
- Your name and delivery address
- Order date and product ordered
- Description of the issue
- Clear photograph(s) of the product and packaging (for damage claims)
Step 3 — We will respond within 24 hours on business days and guide you through the resolution process
10. Governing Law
This Return & Refund Policy is governed by the laws of India, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Any disputes shall be subject to the jurisdiction of the courts of Purba Bardhaman, West Bengal, India.
11. Changes to This Policy
We reserve the right to update or modify this policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically.
12. Contact Us
WhatsApp: 8509942089 Website: mrbspices.sociomav.com Address: BudBud, Purba Bardhaman, West Bengal — 713403, India
By placing an order with MRB Spices, you confirm that you have read, understood, and agreed to this Return & Refund Policy.