Refund and Exchange Policy
At Saroja Masala, customer satisfaction is our priority. Please read our refund and exchange policy carefully before making a purchase.
1. Product Quality Guarantee
We take great care in preparing and packaging our homemade masala powders. All products are made fresh and undergo quality checks before dispatch. However, if you receive a defective or damaged product, we are here to help.
2. Eligibility for Returns and Exchanges
We accept returns/exchanges under the following conditions:
✓ Product received is damaged, defective, or expired
✓ Incorrect product delivered (different from what was ordered)
✓ Package tampered with or unsealed upon delivery
✓ Quality issue with the product (contamination, foreign particles, etc.)
Returns/Exchanges will NOT be accepted for:
✗ Change of mind or wrong order placed by customer
✗ Products used or opened (unless defective)
✗ Products past the return window (7 days from delivery)
✗ Products without original packaging
✗ Damage caused by misuse or improper storage
3. Return Window
Returns/exchanges must be requested within 7 days of delivery
Products must be in original, unopened, and unused condition
Original packaging and labels must be intact
4. How to Initiate a Return or Exchange
If you receive a defective or incorrect product:
Step 1: Contact us immediately via:
WhatsApp: +91 9035618080
Email: enquiry@sarojamasala.com
Phone: +91 9035618080
Step 2: Provide the following information:
Order number
Product name and quantity
Clear photos/videos of the defective/damaged product
Reason for return/exchange
Step 3: Our team will review your request within 24-48 hours
Step 4: If approved, we will provide instructions for return or send a replacement
5. Return Process
Once your return is approved:
You will receive return instructions via email/WhatsApp
Pack the product securely in its original packaging
Ship the product to the address provided (return shipping costs may be borne by us for defective/incorrect items)
Share the tracking details with us
6. Refund Process
For Defective/Damaged Products:
Full refund will be processed within 7-10 business days after we receive and inspect the returned product
Refunds will be credited to the original payment method
If original payment method is unavailable, we will arrange an alternate refund method
Refund Timeline:
Credit/Debit Card: 7-10 business days
UPI/Net Banking: 5-7 business days
Bank transfers may take additional time depending on your bank
Note: Shipping charges are non-refundable unless the error was from our end.
7. Exchange Process
For Defective/Incorrect Products:
We will send a replacement product at no additional cost
Replacement will be shipped within 2-3 business days after receiving the returned product
Free shipping on replacement orders
For Exchange of Variant (Weight/Product):
Exchanges are subject to product availability
Price difference (if any) must be paid by the customer
Shipping charges may apply
8. Non-Returnable Items
Due to the nature of food products, we cannot accept returns for:
Products that have been opened or used
Products beyond the 7-day return window
Special/custom orders (bulk orders with specific requirements)
9. Damaged During Transit
If your order arrives damaged:
Do not accept the delivery if packaging is visibly damaged
Contact us immediately with photos of the damaged package
We will arrange a replacement or full refund at no cost to you
10. Missing Items
If items are missing from your order:
Contact us within 48 hours of delivery
Provide order number and details of missing items
We will dispatch the missing items immediately or issue a refund
11. Cancellations
Before Shipment:
Orders can be cancelled free of charge before they are dispatched
Full refund will be processed within 5-7 business days
After Shipment:
Once shipped, orders cannot be cancelled
You may refuse delivery and request a return (return policy applies)
To cancel an order, contact us immediately via WhatsApp or email.
12. Bulk Orders
For bulk orders (5+ kg or custom orders):
Special terms may apply
Please contact us before ordering to discuss return/exchange policies
Custom blends or special requests may not be eligible for returns
13. Quality Complaints
If you have concerns about product quality:
Contact us with details and photos
We take quality issues seriously and will investigate promptly
Appropriate action (replacement/refund) will be taken based on our findings
14. Customer Responsibilities
To ensure smooth returns/exchanges:
Inspect products immediately upon delivery
Store products properly as per instructions
Report issues within the specified timeframe
Provide accurate information and documentation
15. Our Commitment
At Saroja Masala, we stand behind the quality of our traditional homemade masala powders. Our goal is to ensure complete customer satisfaction. If you have any concerns, please reach out to us, and we will do our best to resolve the issue.
16. Contact Us
For returns, exchanges, or any questions:
Impera culinary Pvt Ltd. – Saroja Masala
Email: enquiry@sarojamasala.com
Phone: +91 9035618080
WhatsApp: +91 9035618080
Address: #1472, CH11, 7th Cross Krishnamurthy Puram , Mysore Mahanagar Palike I Circle, Mysore, Karnataka-570004
Customer Support Hours:
Monday – Saturday: 9:00 AM – 7:00 PM
Sunday: Closed