REFUND POLICY — ONLI SPICES

(Legal entity: Onli Foods)

Last Updated: March 2026

OVERVIEW

At Onli Foods (brand: Onli Spices), we take immense pride in the quality and freshness of every spice we deliver to your doorstep. Each product is carefully sourced, processed, and packed to meet the highest standards. However, if for any reason you are not completely satisfied with your purchase, we are here to make it right.

Please read this Refund Policy carefully before placing an order. By purchasing from our website, you agree to the terms outlined below.

1. ELIGIBILITY FOR REFUND

You may be eligible for a refund or replacement under the following circumstances:

You received a damaged or broken product (packaging damaged during transit)
You received a wrong product (different from what you ordered)
You received an incomplete order (missing items from your package)
The product delivered was expired or past its best-before date at the time of delivery
The product has a genuine quality issue — unusual smell, texture, or visible contamination upon first opening

We do not offer refunds in the following cases:

The refund request is raised after 48 hours of delivery
The product has been used, opened, or partially consumed (except in the case of quality complaints upon first use)
The issue is due to incorrect storage after delivery
You simply changed your mind or ordered the wrong product by mistake
The product was purchased during a sale or at a discounted price (these are non-refundable unless defective or damaged)
Damage caused by improper use of the product

2. HOW TO RAISE A REFUND REQUEST

To raise a valid refund or replacement request, please follow these steps:

Step 1: Contact us within 48 hours of delivery at onlispices@gmail.com or WhatsApp us at +91 9370937763.

Step 2: Share the following details:

Your Order ID
Your registered email address or phone number
A clear description of the issue
Photos or a short video of the damaged/wrong/defective product and its packaging (this is mandatory for processing your request)

Step 3: Our customer support team will review your request within 2 business days and respond with a resolution.

Step 4: Once your refund or replacement is approved, we will process it within 5–7 business days.

3. REFUND METHODS

Approved refunds will be processed via the following methods:

Original Payment Method: Refund to the same UPI, credit card, debit card, or net banking account used at the time of purchase. This typically takes 5–7 business days depending on your bank.
Store Credit / Coupon Code: In some cases, we may offer store credit or a discount coupon as a faster resolution option. This will be clearly communicated to you before confirmation.
Replacement: We may offer to resend the correct or undamaged product instead of a monetary refund, depending on the nature of the issue.

We do not offer cash refunds for COD (Cash on Delivery) orders. For COD orders, approved refunds will be credited to a bank account provided by you, within 7–10 business days.

4. RETURN OF PRODUCTS

In most cases, you do not need to return the product to claim a refund or replacement. Our team will make the decision based on the photos/video evidence provided.

If a physical return is required, our team will arrange a reverse pickup from your address at no cost to you. Please do not return any product without prior written confirmation from our team.

5. NON-RETURNABLE ITEMS

The following products are strictly non-returnable:

Opened spice pouches or jars (except in cases of quality complaints upon first opening)
Products purchased under flash sales, clearance sales, or special promotional offers
Gift sets or combo packs that have been partially opened or used
Any product that has been tampered with or whose original packaging has been altered

6. LATE OR MISSING REFUNDS

If you have not received your refund within the communicated timeframe, please:

Check your bank account or UPI app again
Contact your credit card company or bank—processing times may vary
If you have done the above and still have not received your refund, please email us at onlispices@gmail.com with your Order ID and we will investigate immediately

7. CONTACT US

For any refund-related queries, please reach out to us:

Onli Foods (Brand: Onli Spices)

Email: onlispices@gmail.com. Phone / WhatsApp: +91 9370937763

Address: Dobole Bhavan, Ganeshpeth, nagpur-440018, Maharashtra, India

Website: www.onlispices.com

Our customer support team is available Monday to Saturday, 10:00 AM – 6:00 PM IST.

CANCELLATION POLICY — ONLI SPICES

(Legal entity: Onli Foods)

Last Updated: March 2026

OVERVIEW

At Onli Foods (brand: Onli Spices), we understand that circumstances can change after placing an order. This Cancellation Policy outlines the conditions under which you may cancel an order and what to expect in terms of refunds.

Please read this policy carefully. By placing an order on our website, you agree to the terms outlined below.

1. CANCELLATION BY THE CUSTOMER

Before Dispatch (Cancellation Window):

You may cancel your order within 12 hours of placing it, provided the order has not already been packed or dispatched. To request a cancellation, please contact us immediately via:

Email: [YOUR EMAIL ADDRESS]
WhatsApp: [YOUR PHONE NUMBER]
Subject Line: “Order Cancellation — Order ID #[YOUR ORDER ID]”

Once we confirm that your order has not yet been dispatched, we will cancel it and initiate a full refund to your original payment method within 5–7 business days.

After Dispatch (Post-Shipment):

Once your order has been packed and handed over to our courier partner, it cannot be cancelled. You will need to wait for the order to be delivered and then raise a return/refund request as per our Refund Policy.

For COD orders, if you wish to cancel after dispatch, please do not refuse the delivery. Instead, contact us first so we can guide you through the correct process. Repeated refusal of COD deliveries without prior notice will result in COD being permanently disabled for your account.

2. NON-CANCELLABLE ORDERS

The following orders cannot be cancelled under any circumstances:

Orders that have already been packed and dispatched
Orders placed during flash sales, limited-time offers, or special promotional campaigns
Customised or personalised orders (e.g., custom gift boxes, bulk corporate orders)
Orders placed using 100% discount coupons or free product offers

3. MODIFICATION OF ORDERS

If you wish to modify your order (change quantity, product, or delivery address) after placing it, please contact us within 6 hours of placing the order. We will do our best to accommodate changes, but modifications cannot be guaranteed once the packing process has begun.

We are unable to modify orders that have already been dispatched.

4. CANCELLATION BY ONLI SPICES

We reserve the right to cancel any order under the following circumstances:

The product ordered is out of stock or discontinued
There is a pricing error on the website due to a technical glitch
The order could not be verified due to incomplete or suspicious payment details
The delivery address is in a non-serviceable pin code or area
There is a suspected fraudulent transaction or abuse of promotional offers
Force majeure events — natural disasters, government orders, floods, strikes, or any event beyond our reasonable control

In such cases, we will notify you via email or phone and initiate a full refund within 5–7 business days. We sincerely regret any inconvenience caused.

5. REFUND UPON CANCELLATION

For successfully cancelled orders, refunds will be processed as follows:

Prepaid Orders (Card / UPI / Net Banking / Wallet): Full refund to the original payment method within 5–7 business days, subject to your bank’s processing time.
COD Orders: Since no online payment has been made, no monetary refund is applicable for orders cancelled before dispatch. If COD payment has already been collected and a return is being processed, a bank transfer refund will be initiated within 7–10 business days.
Partial Cancellations: If you wish to cancel only specific items from a multi-item order, please mention the exact items. The refund will be proportional to the cancelled items after deducting any applicable shipping charges.

6. HOW TO TRACK YOUR CANCELLATION/REFUND STATUS

Once your cancellation request is approved, you will receive a confirmation email with the expected refund timeline. You can also reach out to us at any time for a status update:

Email: onlispices@gmail.com.
WhatsApp: +91 9370937763

Please quote your Order ID in all communications for faster resolution.