Return & Refunds Policy

The Makhana is a food brand based in Delhi, India (FSSAI Lic. No. 23326005001818). As we sell sealed, ready-to-eat snacks, our return policy is shaped by food safety and hygiene rules. This page explains exactly when a return, exchange or refund applies, how to raise a request, and how long each step takes. This policy applies to all orders placed on themakhana.in and should be read together with our Terms of Service.

Our Promise

We want every pouch to reach you fresh and intact. If your order arrives damaged, incorrect or spoiled and you report it within the timelines below, we will make it right with a replacement or a refund once the claim is verified. Please read the eligibility details carefully so we can resolve your request quickly.

7-Day Return Window (Unopened Packs Only)

Because our products are food items, only unopened packs with the original seal intact are eligible for return. You may request a return or exchange of unopened, sealed packs within 7 days of delivery. To qualify, the pack must be:

• Unopened, with the original seal and packaging intact.
• Unused and stored properly (kept dry, away from heat) since delivery.
• Accompanied by your Order ID.

For hygiene and food-safety reasons, we cannot accept returns of packs that have been opened, partially consumed, tampered with, or stored incorrectly after delivery — unless the product was damaged, defective or incorrect on arrival (see below). Where a return is not due to our error, return shipping is arranged and borne by the customer, and the refund is processed after we receive and inspect the pack.

Damaged, Wrong or Spoiled Items — Report Within 48 Hours

If something is wrong with what arrived, you may raise a claim if:

• The product arrived damaged or with leaking, torn or broken packaging.
• You received the wrong item or an incorrect quantity compared to your order.
• The product is spoiled, expired, or quality-defective on arrival.

These claims must be reported within 48 hours of delivery, along with clear unboxing photographs of the product, the outer and inner packaging, and the batch or expiry label. Photos taken at the time of opening the parcel help us verify the claim with our courier and packing records — claims raised without them, or after the 48-hour window, may not be accepted.

How to Raise a Request

To start a return, exchange or refund request, email us at themakhana.official@gmail.com within the applicable window above and include:

• Your Order ID.
• A short description of the issue or the reason for the return.
• For damage, wrong-item or spoilage claims: clear unboxing photos of the product, the outer and inner packaging, and the batch or expiry label, sent within 48 hours of delivery.

Our team will review the details and respond, usually within 2 business days, with the next steps. All requests are reviewed before approval; approval is not automatic.

Refund Method & Timeline

Once your request is approved, you may choose either a replacement of the affected item (subject to availability) or a refund.

Approved refunds are processed to your original payment method through our payment gateway, Razorpay, within 5 to 7 business days of approval. Depending on your bank or payment provider, it may take a little longer for the amount to reflect in your account. Shipping charges, where applicable, are refunded only when the return is due to our error (for example, a damaged, defective or incorrect item). As we accept online payment only, refunds are never made in cash or to a different account.

Cancellations

You can request cancellation of an order before it has been dispatched. To cancel, email themakhana.official@gmail.com with your Order ID as soon as possible. If the order has not yet been dispatched, we will cancel it and refund the full amount to your original payment method within 5 to 7 business days. Once an order has been dispatched, it can no longer be cancelled, but it may still qualify under the eligibility conditions above if it arrives damaged, wrong or spoiled.

Exchanges

Within 7 days of delivery you may request an exchange of an unopened, sealed pack — for example, for a different flavour of equal value — subject to stock availability and the return conditions above. Items that arrive damaged, incorrect or defective (reported within 48 hours with photos) are replaced with the same item at no cost to you. We do not offer exchanges based on flavour or taste preference once a pack has been opened.

Contact

For any question about returns, refunds or cancellations, write to us at themakhana.official@gmail.com or call us at +91 82871 24651 or +91 98100 05956. You can also message us on Instagram at @themakhanaofficial. We are based in Delhi, India, and usually respond within 1-2 business days.