Refund policy

Refund and Replacement Policy for Packed Food Items (No Product Returns Required)

At Masala Koottu Foods, we are committed to providing you with the freshest and highest quality packed food products. Due to food safety and hygiene standards, if you receive an item that is spoiled, damaged, or incorrect, we offer a simple resolution process allowing you to choose a refund or a replacement without the hassle of shipping the original product back to us.

1. Our No Return Policy (Food Safety)

For the safety and hygiene of all customers, we strictly do not accept physical returns of food products. Our policy is replacement or refund only for eligible quality or safety issues. Please do not attempt to return your purchase to us.

2. Eligibility for Refund or Replacement

You are eligible for a refund or a free replacement if your packed food item meets any of the following critical criteria upon delivery:

  • Quality/Spoilage Issue: The product is spoiled, mouldy, rancid, or has visibly passed its safe consumption point upon arrival.

  • Tampering or Damage in Transit: The product arrived with packaging broken, seals compromised, or otherwise damaged, indicating potential contamination.

  • Incorrect Item: You received the wrong type of food item, flavor, or quantity than what you ordered.

Requests for a refund or replacement must be submitted within 7 days of the original delivery date.

3. How to Claim a Refund or Replacement

To start the refund or replacement process, please follow these steps:

  1. Contact Us: Send an email immediately to our support team at masalakoottufoods@gmail.com or call us at 9745197999.

  2. Provide Information: Include your Order Number (e.g., #1234) in the subject line.

  3. Attach Evidence (Crucial): Provide clear photo or video evidence of the issue. This evidence must clearly show:

    • The problem (e.g., mould, broken seal, damage).

    • The product label and packaging.

    • The Best By or Expiration Date printed on the item (if applicable).

    • This evidence is essential for verification and eliminates the need for a return shipment.

  4. State Preference: Clearly state whether you prefer a Full Refund or a Replacement shipment.

4. Resolution Process

Once we receive your email and verify the eligibility criteria (typically within 1–2 business days):

A. Replacement Option

If you choose a Replacement, we will immediately process and ship a new, identical item to you at no extra cost, provided the item is in stock. You will receive a new tracking number via email.

B. Refund Option

If you choose a Full Refund, we will process the refund to your original payment method. Please allow 5–10 business days for the funds to be reflected in your account, depending on your bank.

If you have any questions about your eligibility or need assistance, please do not hesitate to contact us at masalakoottufoods@gmail.com or call 9745197999.