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STANDARD TERMS AND CONDITIONS OF SALE

Return and Cancellation Policy (For Gourmet Products)

Order Cancellation Once an order is confirmed and processed, Maatru Rasah cannot accept cancellations or offer refunds. We encourage our customers to review their order carefully before confirmation.

Return and Replacement Policy While we strive for complete customer satisfaction, we understand that issues can arise. Below are the conditions under which returns and replacements will be considered:

  1. Damaged Product:

    • Notify us within 5 days of delivery by emailing care@maatrurasah.com.
    • Include your order number, invoice image, a video of the box being opened at the time of delivery, one image of the outer box and two clear images.
    • In multiple-item shipments, only the affected item will be considered for return and replacement.
    • We commit to replacing the damaged product promptly and ensuring a fair resolution.

  2. Missing Product:

    • Report any missing items within 5 days of delivery by emailing care@maatrurasah.com.
    • Your email should include the order number, an image of the invoice, a video of the box being opened at the time of delivery, one image of the outer box and two clear images. 
    • While refunds are unavailable for missing items, we will expedite shipping of the missing product.

  3. Spoiled Product:

    • Notify us of any product spoilage within 10 days from the delivery date via email to care@maatrurasah.com
    • Include the order number, invoice image, a video of the box being opened at the time of delivery, date of packaging/manufacture, and clear images or video of the spoiled product.
    • We do not accept returns based on variances in taste, texture, colour, or aroma due to our products' natural and handmade nature.
    • After careful review and investigation, spoiled products will be replaced to ensure a fair outcome.

Mandatory Video Requirement for Claims: For all claims related to damaged, missing, or spoiled products, it is mandatory to provide a video of the box being opened at the time of delivery. This video must clearly demonstrate the condition of the products upon arrival and should be included in your claim email. Failure to provide this video may result in the denial of the claim.

Response Time: We respond to all inquiries within 24-48 hours and will provide full assistance to resolve your concerns promptly.