Refund & Cancellation Policy

Last updated: August 2026

1. Overview

Mom's Heritage Spices sells packaged food products — spices and traditional Rajasthani snacks. Because these are consumable food items, our Refund & Cancellation Policy is designed to be fair to our customers while also reflecting the hygiene and safety standards required for packaged food. Please read this policy carefully before placing an order.

2. Cancellation Before Dispatch

You may cancel your order free of charge at any time before it has been dispatched from our facility. To do so, contact us as soon as possible with your Order ID (see Section 15). If payment was already made online, a full refund will be processed to your original payment method.

3. Cancellation After Dispatch

Once an order has been dispatched/shipped, it cannot be cancelled. If you no longer want the order, you may refuse delivery; however, for Cash on Delivery orders, repeated refusals may result in restrictions on future COD orders. If you receive the order and there is a genuine issue (damage, wrong item, quality concern), please refer to the relevant sections below.

4. Damaged Package on Arrival

If your package arrives visibly damaged, please:

• Where possible, avoid accepting a severely damaged/tampered package from the delivery partner, or note the damage with the delivery partner at the time of receipt
• Contact us within 48 hours of delivery with your Order ID and photos/video of the damaged package and product (see Section 10)

We will assess the issue and offer a replacement or refund as appropriate.

5. Wrong Product Received

If you receive a product different from what you ordered, please contact us within 48 hours of delivery with your Order ID and photos of the received item and its packaging/label. We will arrange for the correct product to be shipped or issue a refund.

6. Missing Items

If an item from your order is missing, please contact us within 48 hours of delivery with your Order ID and a photo of the received package/contents. We will verify against our dispatch records and ship the missing item or issue a refund for it.

7. Expired Product

We take shelf life seriously and dispatch products well within their shelf life. If you receive a product that is at or past its expiry/best-before date, please contact us within 48 hours of delivery with a photo clearly showing the expiry date and batch details. This will be treated as a priority quality issue, and a full refund or replacement will be provided.

8. Quality Issues & Manufacturing/Packaging Defects

If you experience a genuine quality issue — such as an unusual taste or smell, contamination, or a packaging/sealing defect — contact us within 48 hours of delivery (or of first opening the product, if within a reasonable time of delivery) with your Order ID, a description of the issue, and supporting photos/video. We will investigate and offer a replacement or refund where the issue is verified.

9. Return Eligibility & Hygiene Restrictions

Because our products are packaged food items, we are generally unable to accept the return of products that have been opened or used, except where the return is due to a defect, damage, quality issue, wrong item, or expiry as described above. This restriction exists to protect the hygiene and safety of all our customers, in line with standard practice for packaged food e-commerce. We do not offer unrestricted "change of mind" returns on opened food products.

10. Photo/Video Evidence

For damaged, incorrect, missing, expired, or defective product claims, we may reasonably request clear photos or a short video showing the product, its packaging, the label/batch details, and (for damaged packages) the outer shipping box. This helps us verify the issue quickly and process your resolution without unnecessary delay.

11. Refund Processing Timeline

Once a refund is approved, we aim to initiate it within 3–5 business days. Depending on your bank or payment provider, it may take an additional 5–7 business days for the refunded amount to reflect in your account.

12. Replacement Option

For eligible issues (damaged, wrong item, missing item, expired, or quality/packaging defect), you may choose a replacement of the same product instead of a refund, subject to product availability.

13. Refund Method

Refunds for online payments (UPI, credit card, debit card, net banking) are credited back to the original payment method used for the order.

14. Refunds for Cash on Delivery Orders

For orders paid via Cash on Delivery, an approved refund will be processed via bank transfer (NEFT/UPI) to a bank account or UPI ID that you provide us upon request, since no original online payment method exists to refund to.

15. How to Request a Refund or Cancellation

To request a cancellation, refund, or replacement, please contact our support team with the following details:

• Your Order ID
• The product(s) affected
• A brief description of the issue
• Supporting photos/video, where applicable

16. Contact Support

• Email: support@momsheritagespices.com
• Phone: +91 7970890177
• Address: Mom's Heritage Spices, Industrial Area, Mamura, Sector 62, Near 66 Number Road, Noida, Uttar Pradesh, India