Refund & Cancellation Policy

At Malabar Aromatics (accessible via malabararomatics.com, referred to as “we,” “us,” or “our”), we take pride in curating authentic, single-estate whole spices directly from Kerala plantations. Because our products are pure consumable spices sealed without chemical preservatives, our cancellation and return guidelines prioritize food safety, aroma preservation, and consumer rights under the Consumer Protection (E-Commerce) Rules, 2020 and FSSAI sanitary mandates.

1. Order Cancellation Protocols

We prepare, package, and dispatch orders quickly to maintain fresh essential oil levels. Your cancellation eligibility depends on the fulfillment status on malabararomatics.com:

• Prior to Dispatch (Cancellation Permitted): You may cancel your order within 2 hours of placement, or at any point before our courier partner picks up your consignment. Upon cancellation, a 100% full refund will be initiated immediately to your source payment method.
• Post-Dispatch (In-Transit Orders): Once an AWB tracking code is generated and the shipment departs our packing hub, cancellation requests cannot be accommodated. If you decline delivery at your door, reverse logistics fee deductions will apply as outlined in Section 6 and our Shipping & Delivery Policy.

To request a pre-dispatch cancellation, email us promptly at orders@malabararomatics.com (or reach our Contact Desk) with the subject: URGENT CANCELLATION - Order #[Your Order ID].

2. Damaged, Tampered, or Mismatched Deliveries

Every spice pouch is sealed in food-grade multi-layer hermetic pouches. If your package experiences mishandling during transit, you are covered under our Purity Guarantee Replacement or Refund if:

• The outer courier box arrives crushed, punctured, torn, or wet.
• The inner airtight seal of any spice pouch is ruptured, unsealed, or compromised.
• You receive an item different from your order (e.g., Star Anise instead of Cinnamon Quills).
• Items are missing from your sealed carton based on the packing slip.

3. Food Safety & Non-Returnable Conditions

In compliance with standard hygiene guidelines for natural food items, consumable spices cannot be restocked once received:

• Opened or Sampled Pouches: Any spice pouch whose seal has been torn, cut, or opened cannot be returned due to contamination risks and volatile aroma loss.
• Crop & Flavor Subjectivity: Authentic Kerala single-origin whole spices naturally fluctuate in color intensity, pod size, and piperine heat across seasons, elevation, and rainfall as detailed on our Harvest Process page. Returns based solely on subjective taste preferences are not eligible.
• Promotional Complimentary Packs: Free discovery samples or discounted promotional bundles are non-refundable.

4. Step-by-Step Claim Filing Procedure

To request a replacement or refund for damaged or incorrect deliveries:

1. Capture 2 to 3 clear photos or a short video showing the outer carton, the courier tracking label, and the affected spice pouch.
2. Email your evidence to contact@malabararomatics.com (or copy orders@malabararomatics.com and malabararomatics@gmail.com).
3. Mention your Order ID, registered Email Address, and a brief description of the issue.
4. Our team will inspect the claim within 24 business hours and arrange an immediate free replacement dispatch or process a complete refund.

5. Refund Processing & Payout Timelines

Once a refund is verified and approved:

• Online Prepaid Orders (Cards / UPI / Net Banking / Wallets): Funds are credited back to the source account or payment method within 5 to 7 business days, subject to your issuing bank’s settlement cycle.
• Cash on Delivery (COD) Shipments (Where Applicable): You will be requested to provide valid beneficiary bank account details (Name, Account Number, IFSC) or a UPI VPA handle. Payouts are transferred via NEFT/IMPS/UPI within 48 hours of verification.

6. Courier RTO & Undelivered Consignments

Our logistics partners make up to 3 delivery attempts and reach out via automated notices before returning a parcel:

• If a shipment returns to our hub due to an incorrect or incomplete address provided at checkout, non-availability of the recipient, or unjustified doorstep refusal, actual return freight charges (₹80 – ₹120 depending on location) will be deducted from your refund balance.
• If you request re-shipping to a corrected address, fresh transit charges will be billed before dispatch.

7. Grievance Redressal & Support Channels

For any order disputes, claim follow-ups, or delivery inquiries, our operational team is here to assist: