At Mateshwari Dry Fruits & Sweets, we pride ourselves on offering fresh, highest-grade dry fruits and authentic traditional sweets. We want you to be completely satisfied with your purchase. This policy explains our terms for cancellations, returns, and refunds.
1. Order Cancellation
- Before Dispatch: You may cancel your order free of charge at any time before it has been packaged or dispatched. Please contact our support team immediately at +91 2612256778 or via WhatsApp.
- After Dispatch: Once an order is handed over to our delivery rider or dispatched with an outstation courier partner, it cannot be cancelled or recalled.
2. Returns for Food & Perishable Products
Due to the perishable nature of food items and strict hygiene & safety regulations (FSSAI guidelines), we do not accept physical returns of opened or unpacked food products, dry fruits, or sweets.
However, we will gladly offer a free replacement or a full refund in any of the following circumstances:
- The package arrived visibly damaged, tampered with, or leaking during transit.
- An incorrect product or wrong weight was delivered compared to your order confirmation.
- The product has an verifiable freshness or quality defect upon delivery.
3. How to Report an Issue (24-Hour Window)
- Please inspect your package immediately upon delivery.
- Any damage, discrepancy, or defect must be reported to our customer support within 24 hours of delivery.
- To process your claim swiftly, please send clear photographs or an unboxing video showing the outer package, shipping label, and the affected item to WhatsApp (+91 2612256778) or email mateshwaridryfruitssweets@gmail.com along with your Order ID.
4. Refund Settlement & Timelines
- Once your claim is reviewed and approved by our team, refunds are initiated within 24 to 48 hours.
- Prepaid Orders (UPI, NetBanking, Credit/Debit Cards): The refund amount will be credited back directly to your original payment method. Depending on your bank's processing cycle, funds typically reflect in your account within 5 to 7 business days.
- Cash on Delivery (COD) Orders: Refunds for verified COD orders will be transferred via UPI or NEFT/IMPS bank transfer to the customer's verified bank account, or credited as store wallet balance.