Returns & Support

Return & Refund Policy

Last Updated: May 26, 2026
Food Safety & Hygiene Restriction: In compliance with the Food Safety and Standards Act (FSS Act) rules and standard e-commerce guidelines for perishable goods, Dhanti Masala does not accept returns on food products once they have been delivered. Open packets cannot be returned under any circumstances.

At Dhanti Masala, we are committed to delivering fresh, pure, and aromatic spices and health mixes. Because our items are consumable food products, we maintain a strict policy to ensure the health and safety of our customers and staff.

1. Damaged, Defective, or Incorrect Deliveries

While we take utmost care in packaging our handcrafted items in double-sealed pouches, transit damages may occasionally occur. We will gladly send a replacement or issue a refund in the following cases:

  • Incorrect Product: If you received a different spice blend or pack size than what was ordered.
  • Transit Damage: If the outer seal or package is visibly torn, crushed, or damaged at the time of delivery.
  • Quality Issue: If there is a packaging defect that has compromised the product's integrity.

2. Reporting Procedure & Proof Requirements

To report an issue and request a replacement or refund, please follow these steps:

  1. Timeline: Contact our support team via email (support@dhantimasala.com) or WhatsApp (+91 866-0881905) within 48 hours of receiving the delivery. Requests received after 48 hours will not be processed.
  2. Unboxing Proof (Recommended): To speed up transit damage claims, we strongly recommend recording a brief unboxing video when opening the shipping package for the first time.
  3. Photos: Provide clear photos showing the damage, the shipping label, and the batch number on the spice pouch.

3. Cancellation Policy

Orders can only be cancelled before they are dispatched from our kitchens.

  • Pre-Dispatch Cancellation: You can request a cancellation within 2 hours of placing the order by calling support. We roast and pack fresh weekly, so cancellations must be made quickly. A full refund will be processed.
  • Post-Dispatch: Once the parcel is handed over to our logistics partners (dispatched status), cancellations are not possible, and delivery redirection cannot be done. Refunds are not issued for refused deliveries.

4. Refund Processing and Credits

Once your claim for a damaged or incorrect product is approved by our quality control team:

  • Method: The refund will be initiated directly back to your original source of payment (bank, credit/debit card, UPI, or wallet). No cash refunds are provided.
  • Timeframe: The refund will reflect in your account within 5 to 7 business days, subject to your bank's processing cycles.
  • Store Credit Option: Alternatively, you can choose to receive a coupon code or store credit of equal value for immediate use on your next order.

5. Customer Support Contact

We are here to help you. For any issues regarding your spice orders, please reach out to us:
📧 Email: support@dhantimasala.com
💬 WhatsApp/Call: +91 866-0881905
Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST