Return, Refund & Cancellation Policy

Welcome to [Ban Mata Agro Industries]!

Since we offer fresh food items, snacks, and namkeen, our policies are designed to maintain the highest standards of hygiene and product quality. Please read the following terms carefully before placing an order.

1. Delivery & Claims Timeline

  • 2-Day Claims Window: All claims for wrong, damaged, or spoiled products must be reported within 2 days (48 hours) from the date of delivery (as confirmed by the courier tracking status).

  • Count Start Time: The 2days are strictly counted from the Date & Time of Delivery, NOT from the date of order placement.

  • Claims submitted after 2 days of delivery will not be accepted under any circumstances.

2. Order Cancellation Policy (Same-Day Only)

  • Same-Day Cancellation: You can cancel your order ONLY on the same calendar day it was placed (before 11:59 PM).

  • Next-Day Dispatches: Since orders are handed over to courier partners early next morning, cancellations are NOT accepted the next day once dispatch processing begins.

  • After Dispatch: Once an order has been handed over to the courier, it cannot be canceled or recalled.

  • How to Cancel: Message us immediately on WhatsApp at [+917014935683 ] or email us at [heeramotinamkeen@gmail.com] with your Order ID before midnight.

3. Eligibility for Exchange or Refund

Due to food safety and hygiene regulations, opened or consumed food products cannot be returned.

We will ONLY replace or refund your order under the following conditions:

  1. Damaged Packaging: The outer pouch or packet was torn/tampered with at delivery.

  2. Defective/Expired Product: The product received was expired, damaged, or spoiled.

  3. Wrong Item Delivered: You received a different product or weight variant than what you ordered.

  4. Missing Items: Items missing from your package as per the original order receipt.

4. Mandatory Claim Requirement (Unboxing Proof)

To avoid fraudulent claims and process your exchange/refund smoothly, the following proof is mandatory:

  • A clear, unedited unboxing video or clear photos showing the outer courier box/bag, the shipping label with Order ID, and the damaged/wrong item.

  • A copy of the Invoice / Proof of Purchase.

⚠️ Note: Without video/photo proof of the sealed packet being opened or damaged upon arrival, claims will NOT be approved.

5. Exchange Process & Timeline

If your exchange request is approved:

  • Process Initiation: We will dispatch a fresh replacement product from our warehouse within 24 to 48 hours of claim approval (this is the dispatch time, not the final delivery time).

  • Delivery Timeline: Standard courier transit takes 3 to 7 business days depending on your location.

  • Shipping Cost: The replacement product will be sent at NO extra shipping charge.

  • Old Package: You do not need to send the damaged package back to us unless explicitly requested by our support team.

6. Non-Refundable Situations

A refund or exchange request will be rejected if:

  • The claim is submitted after 3 days of delivery.

  • The product has been opened, partially consumed, or stored improperly after delivery.

  • The customer provided an incorrect/incomplete address or phone number, leading to failed delivery.

  • The customer refused to accept the package at delivery.

7. Refund Process

  • Approval: Once your claim (along with photos/video) is verified and approved, we will notify you via Email/WhatsApp.

  • Refund Method: Refunds will be credited directly to your original payment method (UPI, Bank Account, Credit/Debit Card).

  • Processing Time: It typically takes 5 to 7 business days for the refunded amount to reflect in your bank account.

8. Contact Support

For any questions or support regarding orders, returns, or cancellations:

  • 📞 WhatsApp / Phone: [+917014935683]

  • 📧 Email: [heeramotinamkeen@gmail.com]

  • ⏰ Support Hours: Monday to Saturday (10:00 AM – 7:00 PM)

  • 📍 Business Address: [H1-85,Agro Food Park, Boranada, Jodhpur,Rajasthan 342012]