Refund & Return Policy

1. When You Are Eligible for a Refund

We offer a full refund or free replacement in the following situations:

a) Damaged or Spoiled Product

If the product you received is physically damaged, leaking, contaminated, or has an expired date at the time of delivery.

• Take a clear photo of the product and packaging immediately.
• Contact us within 48 hours of delivery with your Order ID and photo.

b) Wrong Product Delivered

If you received a product that does not match what you ordered.

• Report within 48 hours with a photo. We will arrange pickup and send the correct product or issue a full refund.

c) Order Not Delivered

If your order has not arrived beyond 10 business days from the expected delivery date and tracking shows no update.

• Contact us with your Order ID. We will investigate with the courier and issue a refund if undelivered.

d) Out of Stock After Payment

• If a product becomes unavailable after your order is confirmed, we will notify you and issue a full refund within 2 business days.

e) Payment Deducted but Order Not Confirmed

This can happen due to payment gateway timeout or network issues during Razorpay or QR code payment.

• Share your payment screenshot and UTR / Transaction ID with us.
• We will verify with Razorpay and issue a refund or confirm your order within 5–7 business days.

f) Duplicate / Double Payment

• If your account was debited more than once for the same order, the extra amount will be refunded within 5–7 business days after verification.

2. When Refunds Are NOT Applicable

• Change of mind or taste preference after delivery.
• Product already opened, partially used, or consumed.
• Damage due to improper storage by the customer after delivery.
• Refund request raised after 48 hours from delivery (except non-delivery cases).
• Incorrect delivery address or contact details provided by the customer at the time of order.

3. Cancellation Policy

• Orders can be cancelled within 12 hours of placement, only if not yet dispatched.
• To cancel, call or email us with your Order ID immediately.
• Once dispatched, the order cannot be cancelled — please use the refund process above if there is an issue.
• Approved cancellation refunds will be credited to the original payment source within 5–7 business days.

4. How to Raise a Refund Request

Follow these steps to raise a refund:

• Contact us via phone (+91 86862 91185 / +91 90800 22033) or email (hello@mazhalai.com) within 48 hours of delivery.
• Provide your Order ID, name, and contact number.
• Attach a clear photo or video of the issue (damaged / wrong product).
• For payment issues (QR / Razorpay), also share the transaction screenshot and UTR number.
• Our team will review and respond within 1–2 business days.

5. Refund Processing — Razorpay & QR Payments

Once your refund is approved by our team:

• Razorpay payments (card, UPI, net banking, wallet) — refund is initiated through Razorpay and credited back to the same payment source within 5–7 business days.
• QR Code (UPI scan) payments — refund is processed via bank transfer to the UPI-linked account within 5–7 business days.
• In some cases, your bank may take an additional 2–3 days to reflect the credit.
• You will receive a refund confirmation message on your registered mobile / email.
• We do not offer cash refunds. Refunds are always returned to the original payment source.

6. Replacement Option

Instead of a refund, you may choose a free replacement for eligible cases (damaged or wrong product). Replacement will be dispatched within 2–3 business days after approval, subject to stock availability.

7. Policy Updates

SD Foods reserves the right to update this Refund Policy at any time. The latest version will always be published on mazhalaimasala.com/refund-policy. Continued use of our website constitutes acceptance of the current policy.