Refund policy

Last updated: 24th September 2026

This Returns & Refund Policy (“Policy”) explains when and how returns, replacements, cancellations, and refunds are handled for purchases made from Mesmara Botanics Private Limited (“Mesmara”, “we”, “us”, “our”) through www.mesmara.com and any associated online store.

By placing an order with us, you agree to the terms of this Policy, which should be read together with our Terms of Service, Privacy Policy, and Shipping Policy.

1. Nature of Products and General Principles

  • We primarily sell cold-pressed edible oils, herbal powders, and other food, wellness, and related consumable products.

  • Due to the perishable and consumable nature of these products, returns are limited and allowed only under the specific conditions outlined in this Policy.

  • We do not accept returns or exchanges for products that have been opened, used, tampered with, or are not in their original condition, except where required under applicable consumer protection laws.

2. Eligible Reasons for Return or Replacement

Subject to the conditions and timelines in this Policy, a return or replacement may be considered in the following cases:

  • Product received is damaged or leaking at the time of delivery.

  • Product received is defective, including a sealed product that is clearly spoiled or has a serious quality issue.

  • Wrong product or wrong variant received, different from what was ordered.

  • Missing item(s) in the shipment where you have been charged but have not received the complete order.

  • Product received is materially different from the product ordered or is otherwise not as described.

For all such cases, you must provide clear photo/video evidence of:

  • The outer packaging, including the shipping label.

  • The inner packaging and product condition.

  • Any visible damage, leakage, tampering, or discrepancy.

  • The product label, batch number, and expiry/best-before details, where applicable.

3. Non-Eligible Cases

Except where required by law, returns or refunds are generally not accepted in the following cases:

  • Change of mind or personal dislike of the taste, aroma, texture, colour, or other characteristics of a product after opening or using it.

  • Incorrect order placed by you, including the wrong product, variant, size, or quantity, where the product was correctly delivered as per the order.

  • Requests raised after the reporting timelines mentioned in this Policy.

  • Products returned without original packaging, labels, batch details, or tamper-evident seals, where applicable.

  • Damage caused by improper storage or handling by the customer after delivery, including exposure to excessive heat, moisture, contamination, or unsuitable storage conditions.

  • Normal characteristics of natural or cold-pressed products, including reasonable variations in colour, aroma, taste, sedimentation, or consistency, where such variations are inherent to the nature of the product and do not indicate a quality or safety defect.

4. Reporting Timelines

To be eligible for a return, replacement, or refund under Section 2:

  • You must raise a request within 2 days of the delivery date as recorded by the courier or logistics provider.

  • Requests received after this period may not be accepted, except in exceptional circumstances at our discretion or where required by law.

Please contact us using the details in Section 12 and provide:

  • Order ID

  • Date of delivery

  • Description of the issue

  • Supporting photographs/videos

  • Batch number and product details, where applicable

5. Order Cancellation Before Dispatch

  • You may request cancellation of an order before it is dispatched.

  • If the order has not been processed or shipped, we may cancel the order and initiate a full refund to the original payment method.

  • Once the order has been processed or dispatched, cancellation may not be possible and the order will be treated in accordance with this Policy.

6. Order Cancellation After Dispatch and Refusal on Delivery

  • If you refuse to accept a non-defective order at the time of delivery without a valid reason, such as a change of mind, we may treat this as an unwarranted refusal.

  • In such cases, after the product is returned to us by the courier, we may, at our discretion:

    • Deduct applicable two-way shipping and handling charges and refund the balance; or

    • Decline the refund, particularly where the products are consumable and cannot be safely resold.

This does not apply where you reasonably refuse a parcel that is visibly damaged, leaking, or tampered with and promptly report the issue to us with supporting evidence.

7. Return / Claim Process

To initiate a return, replacement, or refund claim:

  1. Contact us by email, phone, or website contact form within the reporting timeline specified in Section 4.

  2. Provide your Order ID, delivery date, and a detailed description of the issue.

  3. Attach clear photographs/videos of the outer packaging, inner packaging, product, label, batch details, and any visible damage or discrepancy.

  4. Our team will review the claim and may request additional information or evidence if required.

  5. We will typically respond with a resolution or next steps within 3–5 business days, depending on the nature of the claim and, where applicable, the response from the courier or logistics partner.

8. Return Pickup or Self-Shipping

  • In eligible cases, we may arrange a reverse pickup through our courier partner, subject to serviceability of your pin code.

  • The product must be securely packed in its original packaging, or equivalent safe packaging, to prevent further damage during transit.

  • If reverse pickup is unavailable in your area, we may request you to self-ship the product to an address specified by us and provide the courier receipt.

  • If the claim is approved, reasonable courier charges for self-shipping may be reimbursed, subject to applicable limits and our prior instructions.

Please do not ship any product back to us before your return request has been approved and return instructions have been provided by our team.

9. Inspection and Approval

  • Returned products, where applicable, will be inspected upon receipt.

  • Based on the inspection, documentation, photographs/videos, batch details, and other relevant information, we will determine whether the claim qualifies for a replacement, refund, or rejection under this Policy.

  • If a product is found to have been used, opened, tampered with, intentionally damaged, contaminated, improperly stored, or otherwise altered without a valid reason, the claim may be rejected.

  • Where a claim is rejected and the product is required to be returned to the customer, applicable return shipping charges may be payable by the customer.

10. Refund Timelines and Method

  • Approved refunds will generally be processed within 7–10 business days from the date of approval or receipt of returned goods, where applicable.

  • Refunds will normally be issued to the original payment method used at checkout, including card, net banking, UPI, wallet, or other supported payment methods.

  • For Cash on Delivery (COD) orders, refunds may be issued through bank transfer, UPI, or another available method after obtaining the necessary details from the customer.

  • Actual credit of the refund to your account may take additional time depending on your bank, payment gateway, or payment provider. Mesmara will not be responsible for delays attributable to such third parties.

  • Where a partial refund applies, such as a deduction for applicable shipping or handling charges, the applicable deduction will be communicated to the customer.

11. No Warranty Beyond Statutory Obligations

  • Except as expressly provided in this Policy or required by applicable law, we do not provide any additional warranties on our products.

  • Our liability in relation to a defective, damaged, or incorrect product is limited to the value of the product(s) in question, subject to our Terms of Service and applicable law.

  • Nothing in this section limits any mandatory consumer rights or remedies available under applicable law.

12. How to Contact Us for Returns and Refunds

For all return, replacement, cancellation, and refund queries, please contact:

Mesmara Botanics Private Limited
Plot No: B-26/A, SY No: 215, 229, 230, 231 & 232/Part
BHEL Ancillary Industrial Estate,
Ramachandrapuram, Sangareddy District,
Hyderabad, Telangana – 502032, India

Email: sales@mesmara.com
Phone: +91 7337338383

Please include your Order ID and registered contact details in all communications.

13. Rights Under Consumer Laws

Nothing in this Policy is intended to limit or exclude your rights under applicable consumer protection laws in India, including the Consumer Protection Act, 2019, and related rules and regulations.

Where applicable law provides you with mandatory rights or remedies that conflict with this Policy, those statutory rights will prevail to the extent of the conflict.

14. Policy Updates

We may update or modify this Returns & Refund Policy from time to time to reflect changes in our products, logistics arrangements, legal requirements, or business practices.

When we make changes, we will revise the “Last updated” date at the top of this Policy. The updated Policy will become effective upon being posted on our website.

For the most current version of our Returns & Refund Policy, please refer to www.mesmara.com.