Refund policy

RETURN, REPLACEMENT & REFUND POLICY

Effective Date: 7 August 2026

At Mumma Mix Private Limited (“Mumma Mix”, “we”, “us”, or “our”), we take utmost care in preparing, packing and dispatching our products so that they reach you safely and in good condition.

Since our products include food and consumable products, they are subject to hygiene, food-safety and contamination considerations. Accordingly, products once delivered cannot ordinarily be returned, exchanged or refunded merely because of a change of mind, personal preference or similar reason.

Please read this Return, Replacement & Refund Policy carefully before placing an order with us. By purchasing from our website, you acknowledge that you have read and understood this Policy.

1. FOOD PRODUCTS ARE GENERALLY NON-RETURNABLE

For health, hygiene and food-safety reasons, Mumma Mix does not accept returns of food products once they have been delivered, except where required under applicable law or where a claim is accepted by us in accordance with this Policy.

We do not accept returns, refunds or exchanges for reasons including:

change of mind after placing or receiving an order;
the customer no longer wanting or needing the product;
personal taste or flavour preference;
dislike of the natural taste, aroma, colour, appearance or texture of an ingredient or product;
ordering an incorrect quantity, size or product by mistake;
failure to read the product description, ingredients, allergen information, usage instructions or other information made available before purchase;
the customer or another person in the household being unwilling to consume the product;
minor variations in colour, texture, consistency or appearance that naturally occur in food products;
products that have been opened, used, partially consumed or tampered with, unless a genuine defect or food-safety concern is established;
products stored or handled improperly after delivery;
damage occurring after successful delivery;
dissatisfaction that does not arise from a defect, damage, incorrect supply or other issue attributable to Mumma Mix.

This does not affect any right or remedy that cannot legally be excluded under applicable consumer protection law.

2. WHEN A REPLACEMENT MAY BE PROVIDED

Our standard remedy for an eligible claim is replacement of the affected product, rather than a refund.

A replacement request may be considered where the customer receives:

a product physically damaged during transit;
a broken or cracked container or jar;
a product that has leaked or spilled during transit;
a product with a seal that was already broken or visibly tampered with at the time of delivery;
an incorrect product, quantity, size or variant compared with the confirmed order;
an item missing from the shipment;
a product that was already beyond its stated “Best Before” date when delivered;
a product with a genuine manufacturing, packaging or quality defect attributable to Mumma Mix; or
another issue for which Mumma Mix is required to provide a remedy under applicable law.

Approval of a replacement is subject to verification of the claim and the evidence submitted.

3. MANDATORY UNBOXING VIDEO FOR TRANSIT-DAMAGE, WRONG OR MISSING PRODUCT CLAIMS

To protect both our customers and Mumma Mix against transit issues, handling errors and fraudulent claims, a continuous unboxing video is mandatory for claims involving visible transit damage, broken packaging, leakage, tampering, incorrect items or missing items.

The video must:

begin before the outer shipping package is opened;
clearly show that the package is still sealed before opening;
show the complete outer package from all sides;
clearly show the shipping label/order details wherever possible;
show the package being opened from the beginning;
continue without interruption until all products and packaging have been removed and displayed;
clearly show the damaged, broken, leaking, tampered, missing or incorrect product;
show the product label, size and other identifying information wherever relevant;
be recorded as one continuous video;
contain no cuts, edits, transitions, pauses or stitching of multiple clips; and
contain or be accompanied by reliable date/time information showing when the video was recorded.

The product must not be intentionally opened, altered, transferred into another container, disposed of or otherwise manipulated before the relevant evidence has been recorded.

Important

A video recorded after the package has already been opened will generally not be sufficient to establish transit damage, missing items, incorrect items or pre-existing tampering.

Mumma Mix reserves the right to reject claims where the evidence does not reasonably establish that the problem existed when the order was delivered.

However, where the complaint concerns a latent defect, contamination concern or other problem that could not reasonably have been visible during unboxing, the absence of an unboxing video will not automatically prevent us from reviewing the complaint. In such cases, additional photographs, videos, product details, batch information and other evidence may be requested.

4. TIME LIMIT FOR REPORTING AN ISSUE

For visible transit damage, broken packaging, leakage, tampering, incorrect products or missing items, customers should contact Mumma Mix within 24 hours of delivery.

Claims should be raised as soon as the issue is discovered.

Delays in reporting may make it difficult for us to verify whether the damage or issue occurred before or after delivery.

For a latent quality or food-safety concern that could not reasonably have been identified at the time of delivery, please contact us promptly after discovering the issue and before disposing of the product.

Any statutory rights available to a consumer under applicable law remain unaffected.

5. INFORMATION REQUIRED TO MAKE A CLAIM

When contacting us regarding a damaged, defective, incorrect or missing product, please provide:

Customer Name
Order Number
Registered Phone Number
Date of Delivery
Name of the affected product
Clear description of the issue
Mandatory continuous unboxing video, where applicable
Clear photographs of the affected product
Photographs of the outer and inner packaging
Photograph of the shipping label, where relevant
Photograph of the product label
Batch/Lot Number, where available
Packed/Manufactured Date and Best Before details, where relevant
Any other information reasonably requested by our support team for verification

Incomplete information may delay the investigation.

6. HOW TO REPORT A CLAIM

Eligible claims may be submitted to Mumma Mix through:

Email: mummamix26@gmail.com
WhatsApp / Customer Support: +91 8000089932
Instagram: @mumma.mix

Please mention your Order Number when contacting us.

Large videos may be shared through WhatsApp or another file-sharing method requested by our team if they cannot be sent by email.

7. DO NOT DISCARD THE PRODUCT OR PACKAGING

If you have raised a replacement claim, please retain the affected product, its original packaging, outer delivery packaging and shipping label until the claim has been resolved or until our team confirms that they may be discarded.

We may require additional photographs, videos or inspection of the product to verify the claim.

Failure to retain the product or packaging after raising a claim may affect our ability to verify the complaint.

Broken Glass or Unsafe Packaging

If a glass jar or other packaging arrives broken and handling it could cause injury, do not touch or consume the product.

Take photographs and video from a safe distance. You will not be required to handle broken glass merely for the purpose of providing evidence.

8. ASSESSMENT OF THE CLAIM

Once we receive the required information, Mumma Mix will review the claim.

Our review may include checking:

order and dispatch records;
packing records;
product batch details;
shipping information;
photographs and videos provided;
courier records;
package weight or other available dispatch information; and
any other information relevant to determining the cause of the issue.

Submission of a claim does not automatically guarantee approval.

Claims may be declined where the evidence reasonably indicates that:

the product was delivered correctly and without the claimed damage;
the damage occurred after delivery;
the product was improperly stored or handled;
the product was altered, transferred, contaminated or tampered with after delivery;
the claim relates only to personal taste or preference;
natural variations in food ingredients are being treated as a defect;
required evidence for a visible transit issue has not been provided without reasonable explanation;
information submitted with the claim is materially inconsistent or misleading; or
the issue is otherwise outside the scope of this Policy.

Nothing in this section limits remedies that a consumer is entitled to under applicable law.

9. REPLACEMENT PROCESS

Where a claim is approved, Mumma Mix will ordinarily provide a replacement of the affected product at no additional product or delivery charge to the customer.

Where only one product in a multi-product order, combo, hamper or bundle is affected, replacement will ordinarily be limited to the affected product rather than the entire order.

The replacement will generally be:

the same product;
the same size/quantity; and
the same variant originally ordered.

Replacement dispatch is subject to product availability and serviceability of the customer's delivery location.

If the exact product is temporarily unavailable, we may contact the customer and offer an appropriate alternative or another remedy permitted by applicable law.

Replacement orders cannot ordinarily be exchanged again for reasons of preference or change of mind.

10. RETURN OF A DAMAGED PRODUCT

Depending on the nature of the complaint, Mumma Mix may or may not require the damaged or defective product to be returned.

Customers should not courier a product back to Mumma Mix without receiving instructions from our team.

If Mumma Mix specifically requires the return of an approved damaged or defective product, we will provide appropriate instructions regarding the return process.

Customers should not independently incur return-shipping expenses unless expressly instructed by Mumma Mix.

For safety reasons, we will generally not ask customers to ship broken glass or a product that is unsafe to transport.

11. REFUNDS

Because Mumma Mix sells food and consumable products, refunds are not offered as a standard remedy for change of mind, taste preference or other non-defect-related reasons.

For an accepted damage or defect claim, our normal resolution is replacement of the affected product.

However, nothing in this Policy is intended to exclude or restrict any refund, replacement, compensation or other remedy that a consumer is legally entitled to under the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law.

Where a refund becomes legally required, is expressly approved by Mumma Mix, or is otherwise necessary because an approved replacement cannot reasonably be provided, it will be processed in accordance with applicable law and payment-processing requirements.

Where processed, a refund will ordinarily be made to the original payment method unless another method is required or agreed upon.

Banking, payment gateway and financial institution processing times may apply after a refund has been initiated.

12. INCORRECT PRODUCT RECEIVED

If you receive a product different from what you ordered, please:

do not open or consume the product;
retain all packaging;
contact us within 24 hours of delivery; and
provide the continuous unboxing video and order details.

After verification, we will arrange an appropriate replacement or other resolution in accordance with this Policy and applicable law.

13. MISSING ITEM FROM AN ORDER

If one or more products are missing from your package, the continuous unboxing video must clearly show:

the unopened package;
the shipping label;
the opening of the package; and
all contents received.

Upon verification, the missing product will ordinarily be dispatched without additional charge.

14. TAMPERED OR UNSEALED PRODUCT

Do not consume a food product if:

its primary seal appears broken before opening;
its container appears intentionally tampered with;
the packaging has been punctured or opened;
there is visible contamination; or
you reasonably believe the product may be unsafe to consume.

Contact Mumma Mix immediately with photographs, video and product/batch details.

Please retain the product until our team provides further instructions unless retaining it would itself present a safety concern.

15. PRODUCT QUALITY AND NATURAL VARIATION

Mumma Mix products contain food ingredients and may be prepared in batches.

Natural ingredients may result in reasonable variations between batches in matters such as:

colour;
aroma;
texture;
consistency;
granularity; and
appearance.

Such natural variations do not, by themselves, constitute damage or a manufacturing defect.

This provision does not apply where the product is genuinely spoiled, contaminated, unsafe, incorrectly labelled or otherwise defective.

16. STORAGE AFTER DELIVERY

Once successfully delivered, customers are responsible for storing and handling the products in accordance with:

instructions printed on the packaging;
storage directions provided by Mumma Mix;
reasonable hygiene practices; and
any specific refrigeration or environmental requirements applicable to the product.

Mumma Mix will not ordinarily be responsible for deterioration caused by improper storage, exposure to moisture, heat, sunlight, contamination, improper handling or failure to follow storage instructions after delivery.

17. ALLERGIES AND INGREDIENT PREFERENCES

Customers are responsible for reviewing the product's ingredient list and allergen information before purchase and consumption.

A return, replacement or refund will not ordinarily be accepted solely because the customer:

has an allergy or sensitivity to a disclosed ingredient;
does not like a particular ingredient;
subsequently decides not to consume an ingredient; or
did not review the ingredient/allergen information available before purchase.

This does not apply where required allergen or ingredient information was incorrectly stated, omitted contrary to applicable law, or the product supplied materially differed from its declared composition.

18. ORDER CANCELLATION

Because food products may be prepared, packed or allocated for an order shortly after confirmation, cancellation requests should be made as early as possible before dispatch.

A cancellation request is not automatically accepted merely because the order has not yet been delivered.

Once an order has been packed, handed over for dispatch or shipped, it will generally not be cancellable for change-of-mind purposes.

Any cancellation, cancellation charge or refund relating to a cancellation will be handled in accordance with applicable law.

If Mumma Mix is unable to fulfil an order and cancels it from our side, the customer will be provided an appropriate resolution in accordance with applicable law.

19. FAILED DELIVERY OR INCORRECT CUSTOMER INFORMATION

Customers are responsible for providing complete and accurate:

recipient name;
delivery address;
PIN code;
phone number; and
other information required for successful delivery.

Mumma Mix will not ordinarily be responsible for failed delivery caused by:

an incorrect or incomplete address supplied by the customer;
an incorrect telephone number;
customer unavailability;
refusal to accept the shipment without a valid product-related reason;
failure to respond to reasonable delivery attempts; or
another circumstance attributable to the customer.

Where a package is returned to us because of such circumstances, any re-dispatch will be subject to product condition, food-safety considerations, applicable shipping charges and applicable law.

Because food products cannot always safely or reasonably be resold once they have travelled through the delivery network, re-dispatch or refund may not always be possible.

20. DELIVERY DELAYS

Courier delivery timelines are estimates and can occasionally be affected by circumstances beyond our reasonable control, including weather, strikes, transport disruption, natural disasters, governmental restrictions, logistical interruptions or other force majeure events.

Where a delivery is delayed, we will endeavour to assist the customer with available tracking and courier information.

Where applicable law provides a consumer with a remedy because of delayed delivery, that legal right will prevail over any inconsistent provision of this Policy.

21. SALE, DISCOUNTED AND PROMOTIONAL PRODUCTS

Products purchased during sales, promotional campaigns or at discounted prices remain subject to the same hygiene and food-safety restrictions described in this Policy.

A discounted price does not remove a customer's statutory rights in relation to genuinely defective, damaged, incorrect or misdescribed products.

22. COMBOS, HAMPERS AND BUNDLES

Where an order contains multiple products and only one product is damaged, defective, incorrect or missing, any approved replacement will ordinarily relate only to the affected item.

A defect in one item does not automatically entitle the customer to replacement of the entire hamper, combo or bundle where the remaining products are correct and fit for use.

Complimentary or free products supplied with an order do not ordinarily carry a cash refund value. Where a complimentary item arrives materially damaged, Mumma Mix may, subject to availability, replace the complimentary item or provide another reasonable resolution.

23. PURCHASES THROUGH THIRD-PARTY MARKETPLACES

This Policy primarily applies to purchases made directly through the official Mumma Mix website.

Orders placed through Amazon, another marketplace, reseller, delivery platform or third-party seller may also be subject to that platform's applicable return, refund, replacement and dispute-resolution policies.

Where mandatory law provides greater consumer protection, applicable law will prevail.

24. SUSPECTED FRAUDULENT OR ABUSIVE CLAIMS

Mumma Mix reserves the right to investigate claims that reasonably appear to involve:

altered or edited evidence;
intentionally damaged products;
false statements;
repeated unsupported claims;
substituted products;
manipulation of packaging;
fraudulent payment disputes; or
other misuse of the replacement process.

A claim may be rejected where credible evidence establishes fraud, manipulation or abuse.

This provision will not be used to deny a genuine consumer complaint or any statutory consumer right.

25. FOOD-SAFETY COMPLAINTS

We take genuine food-safety complaints seriously.

If you believe a product is contaminated, spoiled, unsafe or materially defective:

discontinue consumption;
preserve the product where it is safe to do so;
preserve its packaging and label;
note the batch/lot number and relevant dates;
take clear photographs or videos; and
contact us promptly.

Depending on the nature of the complaint, we may request additional information necessary for investigation and traceability.

26. LIMITATION OF THIS POLICY

Nothing in this Return, Replacement & Refund Policy is intended to:

waive a consumer's rights that cannot lawfully be waived;
exclude liability that cannot legally be excluded;
prevent a consumer from approaching a competent consumer authority or court; or
override any mandatory requirement of applicable Indian law.

If any provision of this Policy conflicts with a mandatory provision of applicable law, the applicable law will prevail to the extent of that conflict, and the remaining provisions of this Policy will continue to apply.

27. GRIEVANCE REDRESSAL

For questions, complaints or grievances relating to an order, replacement, refund or this Policy, please contact:

Mumma Mix Private Limited
Grievance Officer: Arpita Goyal
Designation: Grievance Officer
Email: mummamix26@gmail.com
Phone / WhatsApp: +91 8000089932
Business Address: Sukhija Vihar, Gandhi Path West, Jaipur, RJ - 302026

Consumer grievances will be acknowledged and handled within the timelines required under applicable Indian law.

28. FSSAI DETAILS

Mumma Mix Private Limited
FSSAI License No.: 22226059001231

29. CHANGES TO THIS POLICY

Mumma Mix may revise or update this Policy from time to time to reflect changes in:

our business practices;
products;
logistics or fulfilment arrangements; or
applicable laws and regulations.

The version displayed on our website at the time of the relevant transaction will apply, subject always to mandatory provisions of applicable law.

30. CONTACT US

For assistance regarding an order or this Policy:

Mumma Mix Private Limited
Instagram: @mumma.mix
Email: mummamix26@gmail.com
Phone / WhatsApp: +91 8000089932
**FSSAI License No.: 22226059001231
Business Address: [INSERT COMPLETE BUSINESS ADDRESS]

We request customers to quote their Order Number in all order-related communications.