Refunds &
Cancellations

Cancelling your order

You may request cancellation before your order has been packed or dispatched. To request cancellation, contact us immediately at hello@namanaspice.com or +91 84519 76997, and include:

• Customer name
• Order number
• Registered mobile number or email address
• Reason for cancellation

When Namana Spice cancels an order

We may cancel an order in circumstances including:

• Product unavailability
• Incorrect pricing or product information
• Payment failure
• Inability to verify the payment
• Incomplete or incorrect delivery information
• Delivery address outside a serviceable area
• Suspected fraudulent or unauthorised activity
• Technical or operational errors
• Events beyond our reasonable control

Where we cancel a prepaid order, the amount collected for that order will be refunded to the original payment method.

When you’re eligible for a refund

You may be eligible for a refund, replacement or other appropriate resolution when:

• A wrong product was delivered
• A paid product was missing from the parcel
• The product was damaged during transit
• The package arrived with a broken or visibly tampered seal
• The product had passed its expiry or best-before date at delivery
• The product had a verified manufacturing or packaging defect
• The product was materially different from its website description
• A prepaid order was not delivered
• We were unable to fulfil the order
• A duplicate payment was successfully charged
• The order arrived materially later than the communicated delivery schedule, except where the delay was beyond reasonable control

Each request is reviewed based on the nature of the issue and the information provided.

Reporting a problem

Send us this

• Customer name
• Order number
• Product name
• Description of the issue
• Clear photographs of the product
• Photograph of the outer packaging
• Photograph of the shipping label
• Batch number
• Manufacturing date and expiry or best-before information
• Unboxing video, where available

An unboxing video may help us review the request, but it is not the only acceptable form of evidence. Please retain the affected product, packaging, invoice and shipping label until we provide further instructions.

Requests made after 48 hours will be reviewed based on the circumstances, product condition and applicable law.

What isn’t normally covered

Refunds are ordinarily not provided where:

• You changed your mind after dispatch
• The wrong product was ordered by accident
• The product is disliked solely because of personal taste or preference
• The product was stored contrary to the storage instructions
• The product was damaged after delivery
• An incomplete or incorrect delivery address was provided
• Delivery failed because you were unavailable after reasonable delivery attempts
• The product was purchased from another retailer or marketplace
• The complaint concerns normal variation in colour, aroma, texture or flavour that does not affect safety, quality or conformity
• There is insufficient information to verify the issue

Spices are farm produce — colour and aroma shift a little from batch to batch and season to season. That variation is the sign of a small-batch grind, not a defect.

Refund options

After reviewing and approving a request, we may provide:

• Replacement of the affected product
• Refund for the affected product
• Refund for the complete order where appropriate
• Store credit, but only with your agreement
• Another reasonable resolution agreed with you

The available resolution may depend on product availability and the nature of the complaint.

How refunds are sent

For prepaid orders, approved refunds will normally be sent to the original payment method. For Cash on Delivery orders, where available, we may request verified bank-account or UPI details to process the refund.

Refund processing period

Approved refunds will generally be initiated within 5–7 working days after approval. Once initiated, the time taken for the amount to appear in your account may depend on your bank, card issuer, UPI provider or payment gateway.

Shipping charges

Shipping charges may be refunded when:

• The complete order was damaged
• The complete order was incorrect
• The complete order could not be delivered
• The order was cancelled by Namana Spice before fulfilment

Where only one product from a multi-product order is affected, the original shipping charge may not be refundable unless required under applicable law.

Failed or pending payments

When payment is deducted but the order is not confirmed, the amount may be automatically reversed by the payment provider or bank. For assistance, contact us with:

• Customer name
• Payment reference number
• Transaction date
• Amount paid
• Screenshot or confirmation of the transaction
• Registered mobile number or email address

We will verify the transaction and assist with the appropriate resolution.