We make food. Once a sealed jar leaves our kitchen we cannot put it back on the shelf, so returns work differently here than they would for a shirt. What follows is exactly what we will and will not do.
Cancelling an order
- You can cancel free of charge any time before the order is dispatched. Call or WhatsApp +91 63781 96142 with your order number, or email us.
- If you paid online, the full amount is refunded to the same payment method within 5–7 working days of the cancellation being confirmed.
- Once a parcel has been handed to the courier it cannot be cancelled. Please refuse the delivery instead, and tell us — we will process it as a return once it reaches us.
An unboxing video is compulsory
Please record a single, unedited video of yourself opening the parcel — starting before the outer packaging is cut, and continuing until every jar is out and visible. We ship glass, and this video is the only way either of us can tell whether a jar was broken in transit or after the parcel was opened.
Without that video we cannot process a replacement, a refund or a cancellation for damage, leakage, a missing item or a wrong item. A claim submitted without it will be declined. Photographs alone are not enough.
- Start recording before you cut the tape. The sealed parcel must be visible at the start.
- Do not pause, cut or edit the video.
- Show the shipping label, the outer box, the packing material and each jar.
- Send it to us on WhatsApp at +91 63781 96142 with your order number, within 48 hours of delivery.
Damaged, leaking or wrong items
With a valid unboxing video, this is what we replace, no argument:
- The jar arrived broken, cracked or leaking.
- The seal was already open when the parcel arrived.
- You received a different product from the one you ordered.
- An item from your order is missing.
Contact us within 48 hours of delivery with your order number, the unboxing video, and photographs of the parcel, the packaging and the affected jar. We will either send a replacement at our cost or refund that item in full — your choice.
Quality complaints
If a product has genuinely spoiled — mould, an off smell, fermentation — stop using it and contact us within 7 days of delivery with photographs, the unboxing video and your order number. We will investigate the batch and, where the complaint is upheld, refund or replace the item.
Please note what is not spoilage: oil separating or solidifying in cold weather, masala settling at the bottom, colour deepening over time, and pickles becoming more sour with age. These are all normal in preservative-free achar.
What we cannot take back
- Any damage claim with no unboxing video, or with a video that is edited, paused, or started after the parcel was already open.
- Jars that have been opened, used or partly consumed, unless the product was spoiled.
- Returns requested more than 7 days after delivery.
- Products damaged by the way they were stored after delivery.
- Orders refused at delivery without a reason, where the parcel was intact.
- Dislike of taste, heat level or texture. Achar is a matter of taste — if you are unsure, order one jar first.
How refunds are paid
- Paid online: refunded to the original payment method. Once we initiate it, banks typically take 5–7 working days; some take up to 10.
- Cash on delivery: refunded by UPI or bank transfer to an account in the name of the person who placed the order. We will ask you for those details.
- We do not issue partial refunds as store credit unless you ask for it.
We do not charge for delivery, so there is no shipping cost to refund. A refund is always the full amount you paid for the items.
How to raise a request
- Call or WhatsApp +91 63781 96142, or email marwarkirasoi7@gmail.com.
- Give your order number, attach the unboxing video, and add photographs where relevant.
- We will confirm the outcome within 2 working days and tell you what happens next.