Website: The Mallu Shop
Business Address: 1/4 Shivam Flats Hudco, Near Anand Flats, Bapunagar, Ahmedabad, Gujarat 380024, India
Phone: +91 79847 56392
Email: support@themallushop.in

At The Mallu Shop, we work hard to provide quality grocery products and a smooth shopping experience. Since we deal in grocery, food, and household items, our refund and return policy is designed to maintain product safety, hygiene, and fairness for both customers and our store.

By placing an order with us, you agree to this Refund and Returns Policy.

1. General Return Eligibility

Due to the nature of grocery and food products, returns are accepted only in limited cases.

We may accept a return, replacement, or refund only if:

• you receive the wrong product,
• you receive a damaged product,
• the product is expired at the time of delivery,
• the product is missing from your order,
• the item is defective, leaked, or spoiled at the time of delivery,
• the delivered product is significantly different from what was ordered.

To be eligible, the issue must be reported within 24 hours of delivery with clear proof such as product photos, package photos, invoice copy, or order details.

2. Non-Returnable Items

For safety, hygiene, and quality reasons, the following items are generally not eligible for return once delivered, unless they are damaged, defective, or wrongly delivered:

• fresh food items
• fruits and vegetables
• frozen items
• dairy products
• opened grocery packs
• products with broken seals after delivery
• personal care items
• hygiene-related products
• items damaged due to improper handling by the customer
• products returned without original packaging where applicable

We reserve the right to refuse returns that do not meet hygiene, safety, or proof requirements.

3. Damaged, Wrong, Missing, or Expired Products

If you receive:

• a damaged item,
• a wrong item,
• an expired item,
• a leaking package,
• or an item missing from your order,

please contact us within 24 hours of delivery.

When contacting us, please share:

• your order number,
• your name and phone number,
• product name,
• clear photos of the item and packaging,
• a brief description of the issue.

After verification, we may offer:

• a replacement,
• store credit,
• partial refund,
• or full refund, depending on the issue.

4. Refund Approval

Refunds are issued only after our team reviews and approves the request.

Approval depends on:

• the condition of the product,
• the reason for the complaint,
• proof provided by the customer,
• product category,
• and whether the complaint is raised within the allowed time.

Our decision on refund eligibility will be final in cases involving product misuse, delayed reporting, or insufficient proof.

5. Refund Method

If your refund is approved, the amount will be processed through one of the following methods:

• original payment method,
• store credit,
• UPI transfer,
• or any other suitable method decided by our support team.

Refund processing time may vary depending on the payment provider, bank, or platform used for the transaction.

Usually, approved refunds are processed within 5 to 10 business days.

6. Replacement Policy

Where possible, we may offer a replacement instead of a refund.

Replacement may be provided for:

• wrong product delivered,
• damaged product,
• defective packaged goods,
• expired product delivered,
• missing item in part shipment, where applicable.

Replacement is subject to product availability. If a replacement is not available, a refund or store credit may be issued.

7. Order Cancellation

Before Dispatch

Orders may be cancelled before dispatch or processing confirmation. If the order is successfully cancelled before dispatch, a full refund may be issued.

After Dispatch

Once the order has been packed, shipped, or marked out for delivery, cancellation may not be possible.

Refused Delivery

If a customer refuses delivery without a valid reason approved by our team, refund eligibility will be reviewed case by case. Delivery charges, handling charges, or payment gateway charges may be deducted where applicable.

8. Return Pickup

In cases where return pickup is approved, our team will inform the customer about the pickup process.

Return pickup may not be available for all locations or all products. In some cases, customers may be asked to share additional proof before pickup or disposal instructions may be given for damaged perishable items.

9. No Refund Situations

Refunds or returns may not be provided in the following situations:

• customer changes mind after purchase,
• customer does not like taste, smell, or personal preference of a food item,
• customer orders the wrong item by mistake,
• minor packaging dents that do not affect product quality,
• delay caused by incomplete address or unreachable customer,
• damage caused after successful delivery,
• complaint raised after the reporting window,
• product used, opened, or consumed, unless there is a valid quality issue.

10. Weight and Natural Variation

Some grocery items, especially fresh produce, loose items, or manually packed products, may have slight variations in:

• weight,
• size,
• color,
• texture,
• or natural appearance.

Such normal variations are not considered defects and may not qualify for refund or return.

11. Pricing, Availability, and Substitution

At times, a product may become unavailable after an order is placed. In such cases, we may:

• contact the customer for confirmation,
• remove the unavailable item from the order,
• issue a refund for the unavailable item,
• or offer a suitable substitute only with customer approval.

12. Fraud Prevention

To prevent misuse of our policy, The Mallu Shop reserves the right to:

• reject suspicious refund claims,
• request additional proof,
• limit repeated return requests,
• block accounts involved in fraudulent activity,
• and take necessary action where misuse is suspected.

13. Contact for Refund or Return Requests

For any refund, return, replacement, or order issue, please contact us:

The Mallu Shop
1/4 Shivam Flats Hudco
Near Anand Flats, Bapunagar
Ahmedabad, Gujarat 380024
India
Phone: +91 79847 56392
Email: support@themallushop.in

Please include your order number and issue details when contacting us.