Refund & Cancellation Policy

Last updated: 7 July 2026

1. Order Cancellations

You may request cancellation of an order free of charge only before it has been dispatched. Once an order status changes to "Processing" or later, we may already be preparing or packing your spices for shipment, and cancellation may no longer be possible. To request a cancellation, email heavenvalley14@gmail.com or call 09539195111 with your order number as soon as possible after placing the order.

2. Damaged or Incorrect Items

We take great care in packing every order, but if your parcel arrives damaged, leaking, tampered with, or containing the wrong product, we will make it right. Please:

• Contact us within 48 hours of delivery at heavenvalley14@gmail.com.
• Share your order number and clear photographs of the product, packaging and shipping label.
• We will arrange a free replacement or a full refund, whichever you prefer, once the issue is verified.

3. Quality Concerns

If you are unsatisfied with the quality of a product — for example, it does not match the description, smells off, or seems below our usual standard — please contact us within 7 days of delivery with details and, where possible, photographs. We will review each case individually and offer a replacement or refund at our discretion.

4. Returns

As our products are consumable food items, we generally do not accept returns of opened or used packages for reasons of hygiene and food safety, except where the item is damaged, defective, or incorrect as described in Section 2. Unopened items in their original, sealed packaging may be considered for return within 7 days of delivery, subject to a quality check on our end.

5. Refund Method & Timeline

Approved refunds are processed back to the original payment method used at checkout via Razorpay. Once a refund is approved:

• We initiate the refund within 2–3 business days.
• Banks and payment providers typically take a further 5–7 business days to reflect the credit in your account, depending on your bank.

6. Non-Refundable Situations

We are unable to offer a refund or replacement where:

• The issue is reported after the applicable time window has passed.
• The product has been used, consumed, or is missing its original packaging (except in cases of damage/defect).
• Delivery delays are caused by an incorrect or incomplete address provided at checkout.

7. Failed or Duplicate Payments

If an amount was debited from your account but your order was not confirmed, or you were charged more than once for the same order, please contact us with your payment reference and we will investigate and refund any erroneous charge promptly.

8. Contact Us

For any cancellation, return or refund request, reach us at heavenvalley14@gmail.com or call 09539195111, Monday–Saturday, 9 AM–6 PM IST.