Refund & Replacement Policy

1. Eligible Issues

A refund or replacement may be considered after verification when:

• the product received is different from the product ordered;
• an item is missing from the delivered shipment;
• the product or sealed pack is materially damaged in transit;
• the product is received in a condition that makes it unsuitable for normal use and the issue is reasonably attributable to fulfilment or delivery; or
• another genuine order-fulfilment error is confirmed by our support team.

2. Issues Generally Not Eligible

• change of mind after delivery;
• personal taste or flavour preference where the product is otherwise correct and fit for sale;
• issues caused by improper storage or handling after delivery;
• minor variation in colour, shape, texture or appearance that is normal for food products;
• claims raised without sufficient order information or supporting evidence where evidence is reasonably required.

3. Reporting an Issue

Please contact us as soon as reasonably possible after delivery. Include your order ID, registered contact information, product name, description of the problem and clear photographs or video of the outer package, shipping label and affected product where relevant. Prompt reporting helps us verify transit- and fulfilment-related issues.

4. Verification

We may request additional information before approving a refund or replacement. Approval is based on the nature of the issue, available evidence, order records and applicable consumer law.

5. Refund Method

Approved refunds are generally issued to the original payment method where operationally possible. For Cash on Delivery orders, we may request appropriate bank or payment details for processing. Banking and payment-provider timelines may apply after a refund is initiated.

6. Replacement

Where appropriate and stock is available, we may offer a replacement instead of a refund. If replacement is not reasonably possible, an eligible refund may be processed.

7. Cancellation Before Dispatch

If you need to cancel an order, contact us promptly. Cancellation is more likely to be possible before packing or dispatch. Once handed to the courier, cancellation may not be available.

8. Contact

Send refund or replacement requests to support@makoro.in with your order details and supporting evidence.