Cancellation & Refund Policy
Your rights regarding order cancellations and refunds
Last updated: September 6, 2025
This policy outlines the conditions under which cancellations and refunds are processed for Mak-O-Mak products.
Important Notice About Our Products
Mak-O-Mak specializes in fresh, perishable snack products. Due to the nature of our food items, we have specific policies regarding returns and refunds to ensure food safety and quality. Please read this policy carefully before placing your order.
1. Order Cancellation Policy
✅ When You Can Cancel
Before Dispatch
Orders can be cancelled free of charge if not yet dispatched
Order Confirmation Stage
Within 2 hours of placing the order
Payment Issues
If payment fails or there are billing discrepancies
❌ When You Cannot Cancel
After Dispatch
Once the order is dispatched from our facility
In Transit
When the order is with the delivery partner
After Delivery
Once successfully delivered (unless eligible for refund)
How to Cancel: Contact us immediately at +91 9028021514 or email saraphinaolify@gmail.com with your order number. Cancellation requests are processed during business hours (9 AM - 6 PM IST).
2. Refund Eligibility
🔍 Quality-Related Issues
Due to the perishable nature of our snack products, refunds are limited to specific quality and delivery issues. We stand behind the quality of our products and will make it right if something goes wrong.
🚚 Wrong Product Delivered
- • Different product than what was ordered
- • Incorrect flavor or variant
- • Wrong quantity delivered
- • Missing items from your order
📦 Product Damaged During Delivery
- • Packaging torn or compromised
- • Products crushed or broken
- • Contamination due to packaging failure
- • Products affected by extreme weather during transit
📅 Product Expired on Arrival
- • Products past their expiry date at delivery
- • Products with less than 7 days shelf life remaining
- • Products showing signs of spoilage
- • Rancid or off-taste products
3. Non-Refundable Situations
❌ We Cannot Process Refunds For:
Change of mind - Personal preference changes after ordering
Dietary restrictions - Ordered products that don't meet dietary needs
Taste preferences - Dislike of flavor or texture
Opened packages - Products that have been consumed or opened
Delayed complaints - Issues reported after 48-hour window
Storage issues - Damage due to improper storage by customer
Third-party damages - Issues not caused by us or our delivery partners
Promotional items - Free samples or promotional products
4. Refund Process & Timeline
📋 Step-by-Step Refund Process
Report the Issue
Contact us within 48 hours of delivery with:
- • Order number and delivery date
- • Clear description of the issue
- • Photo evidence of the problem
- • Your contact information
Investigation
Our team will review your case within 24 hours and may request additional information or photos.
Approval Decision
You'll receive email notification about the refund approval or denial with detailed explanation.
Refund Processing
Approved refunds are processed to your original payment method within 7-10 working days.
5. Evidence Requirements
📸 Photo Evidence Guidelines
Required Photos:
- • Product packaging: Show the entire package with labels visible
- • Damage/Issue: Clear images of the specific problem
- • Expiry dates: Close-up of manufacturing/expiry dates
- • Contents: Products inside the packaging
- • Delivery packaging: Outer box/bag condition if damaged
Photo Quality Tips:
- • Use good lighting - natural light is best
- • Keep camera steady for clear, non-blurry images
- • Take multiple angles if necessary
- • Ensure text/dates are clearly readable
- • Include the entire product in the frame
6. Refund Methods & Processing Time
💳 Refund Methods
Credit/Debit Cards
5-7 working days
Net Banking
7-10 working days
Digital Wallets
3-5 working days
UPI
1-3 working days
⏰ Processing Timeline
Complaint Registration
Within 48 hours of delivery
Review & Decision
1-2 business days
Refund Initiation
Within 24 hours of approval
Amount Credited
3-10 working days (varies by method)
Important: Refund processing times depend on your bank/payment provider. If you don't receive your refund within the stated timeline, please contact your bank first, then reach out to us with your bank's response.
7. Product Replacement
🔄 When Replacement is Available
In some cases, we may offer product replacement instead of or in addition to refunds:
Eligible for Replacement:
- • Wrong product delivered
- • Damaged packaging with intact products
- • Quantity shortfall in delivery
- • Defective products due to manufacturing issues
Replacement Process:
- • Same evaluation process as refunds
- • New order dispatched within 2-3 days
- • No additional shipping charges
- • Priority processing for replacements
8. Customer Support
📞 Need Help? We're Here for You!
Contact Methods:
Phone Support
+91 9028021514Email Support
saraphinaolify@gmail.comSupport Hours:
Email support available 24/7 - we'll respond within 24 hours
9. Contact Information
🏢 Company Details
Hadapsar, Pune – 411028
Maharashtra, India
📞 Customer Service
Quick Tip: Keep your order number handy when contacting us for faster resolution!
We value your satisfaction and stand behind our product quality.
This policy ensures fair treatment while maintaining food safety standards for all our customers.
This Cancellation & Refund Policy is effective as of September 6, 2025