Return, Refund, and Cancellation Policy

I. Overview of Return and Refund Policy

At Maa Masala, customer satisfaction and product quality are our top priorities. We carefully manufacture, package, and deliver our spices, masalas, seasonings, and food products to ensure freshness and quality.

Since our products are consumable food items, returns and exchanges are generally not accepted after delivery unless the product received is damaged, defective, expired, contaminated, or different from what was ordered.

This policy helps us maintain food safety standards and ensures that all customers receive products that have remained within a secure and hygienic supply chain.

II. Damaged, Defective, Expired, or Incorrect Products

If you receive a product that is damaged during transit, has a broken seal, is expired, defective, or differs from the item ordered, you may request a replacement or refund.

To qualify for a replacement or refund, you must notify our customer support team within forty-eight (48) hours of delivery.

Customers are required to provide clear photographs or an unboxing video showing:

• The outer shipping package.
• The product packaging and label.
• The visible damage, defect, or issue.

Claims submitted after the specified period may not be eligible for review.

III. Product Verification Process

Once a complaint is received, our quality assurance team will review the submitted information and evidence.

In certain cases, Maa Masala may request the return of the affected product for inspection before processing a refund or replacement.

If the issue is verified as a manufacturing defect, packaging defect, transit damage, or fulfillment error, we will provide a replacement or refund at no additional cost.

Maa Masala reserves the right to reject claims that appear fraudulent, incomplete, or unsupported by sufficient evidence.

IV. Order Cancellation Policy

Orders may be canceled only before they have been processed and dispatched from our warehouse.

Once an order status changes to "Packed", "Shipped", or "In Transit", cancellation requests cannot be accommodated.

Customers wishing to cancel an order should contact customer support immediately after placing the order.

Approved cancellations for prepaid orders will be refunded to the original payment method.

V. Refund Processing Timeline

Approved refunds will be processed through the original payment method used during purchase, including Credit Card, Debit Card, UPI, Net Banking, Wallets, or other authorized payment channels.

Refunds are generally initiated within seven (7) to ten (10) business days after approval.

Actual credit timelines may vary depending on your bank, card issuer, or payment provider.

Maa Masala does not provide cash refunds under any circumstances.

VI. Non-Returnable and Non-Refundable Items

The following products are generally not eligible for return, exchange, or refund:

• Opened or used spice and food products.
• Products with tampered or broken packaging after delivery.
• Products damaged due to improper storage after receipt.
• Items purchased during clearance or final sale promotions.
• Customized gift packs, combo packs, or promotional bundles.
• Gift cards, vouchers, or digital products.

VII. Failed Delivery and Undeliverable Orders

Customers are responsible for providing accurate delivery information, including address, contact number, and recipient details.

If an order cannot be delivered because of incorrect information, recipient unavailability, or refusal to accept delivery, Maa Masala reserves the right to deduct applicable shipping and handling charges before processing any eligible refund.

VIII. Contact and Grievance Support

If you have any questions regarding returns, refunds, replacements, or order cancellations, our customer support team will be happy to assist you.

We aim to respond to customer inquiries within twenty-four (24) to forty-eight (48) business hours.

• Brand Name: Maa Masala
• Website: https://uat.maamasla.com/
• Email: aaipl@maaspices.com
• Customer Support: +91 8280336223, +91 8280336277
• Company Name: Annapurna Agri-Innovation Pvt. Ltd.
  Address: Plot No. 409/1198, At: Lokeswarpur, PO: Pallahata, Dist: Khurda, Odisha - 752056, India