Refund Policy

Effective Date: 2024

At Ceylon Masala, we take pride in offering high-quality spices, herbs, and culinary products sourced from the finest producers. Customer satisfaction is our top priority, and we want you to have a delightful experience with every purchase. However, we understand that there may be instances where a refund is necessary. Please read our refund policy carefully to understand our practices regarding returns and refunds.

1. Eligibility for Refunds

We offer refunds under the following conditions:

  • Damaged or Defective Products: If the item you received is damaged, defective, or not as described, please notify us within 7 days of receipt for a full refund or replacement.
  • Incorrect Items: If we mistakenly sent you the wrong product, we will gladly replace it or offer a full refund.
  • Non-Delivered Orders: If your order fails to arrive within the estimated delivery window and you have not been provided with updated tracking information, you are entitled to request a refund.

Important Note: To be eligible for a refund, the item must be unused, in its original packaging, and in the same condition you received it. Perishable items (such as fresh spices or herbs) cannot be refunded if they are opened or partially used due to health and safety reasons.

2. Non-Refundable Items

Certain items are non-refundable, including but not limited to:

  • Products that have been opened or used.
  • Items purchased on sale or with a discount, unless damaged or defective.
  • Perishable goods (spices, herbs, fresh food products) unless damaged or not as described.

3. How to Request a Refund

To initiate a refund, please follow these steps:

  1. Contact Our Customer Support: Send an email to [Insert Email Address] within 7 days of receiving your order. Include your order number, a description of the issue, and any photos of the damaged or incorrect product.

  2. Return Instructions: If eligible, we will provide instructions on how to return the product. Please note that customers are responsible for return shipping costs unless the product was damaged or incorrectly shipped.

  3. Processing Your Refund: Once we receive and inspect the returned item, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and the amount will automatically be applied to your original method of payment within 5-10 business days.

4. Late or Missing Refunds

If you haven’t received your refund yet, please:

  • First, check your bank account or credit card statement again.
  • Contact your credit card company, as there may be some processing time before your refund is officially posted.
  • If you’ve done all of this and still haven’t received your refund, please contact us at [Insert Email Address].

5. Exchanges

If you wish to exchange an item due to receiving the wrong product or a damaged item, please contact us within 7 days of delivery. We will arrange a replacement or exchange after receiving the returned product. Exchanges will only be offered for products that are in stock. In case the item is out of stock, you will receive a refund or be offered a store credit.

6. Cancellations

Orders can only be canceled before they are dispatched. Once the order has been processed and shipped, it cannot be canceled. If you need to cancel your order, please contact us as soon as possible at [Insert Email Address].

7. Changes to This Policy

We reserve the right to update or modify this refund policy at any time. Any changes will be reflected on this page, and the date of the latest update will be indicated at the top of the policy.

If you have any questions about our refund policy, please feel free to contact us at [Insert Email Address].

Thank you for choosing Ceylon Masala. We value your trust and aim to provide the finest quality products with excellent customer service.