Returns, refunds and cancellations

Cancelling an order

You can cancel an order at any time until it is handed to the courier. Call +91 95869 87005 or email care@ekmenutria.com with your order number. There is no cancellation charge: a prepaid order is refunded in full, and nothing is due on a cash on delivery order. Once a parcel is with the courier it can no longer be cancelled, but you may refuse it at the door (see "If delivery fails" in our shipping policy).

We may cancel an order ourselves if an item has sold out, if the price shown was clearly wrong, or if we cannot deliver to the address. We tell you why and refund anything you paid in full.

Damaged, wrong, missing or expired items

Tell us within 48 hours of delivery if a pouch arrives damaged, opened or tampered with, past its best-before date, or if you received the wrong product or fewer items than you paid for. Send your order number and clear photos of the pouch and its label to care@ekmenutria.com. Once we have confirmed the problem, we send a replacement or refund the item, as you prefer, at no cost to you. We may ask you to keep the item for collection.

What cannot be returned

For food safety reasons, we cannot accept returns of food that has been delivered in good condition, including opened pouches, or returns because a flavour was not to your taste. This does not affect your rights under the Consumer Protection Act, 2019 if a product is defective or not as described.

How refunds are paid

• We start every refund within 2 working days of approving it, and email you when we do.
• Online payments go back to the same card, UPI account or bank account through Razorpay. Banks usually show the refund within 5 to 7 working days.
• Cash on delivery orders are refunded by bank transfer or UPI to an account you give us.
• Refunds are made in Indian rupees for the amount you paid for the items concerned, including their share of any delivery charge.

If you are not satisfied

If we have not resolved your concern, write to our grievance officer. Details are on our grievance redressal page.

Contact

Questions about this policy: call +91 95869 87005 or email care@ekmenutria.com. If we have not resolved a complaint, see our grievance redressal page.

Last updated 28 October 2026