Refund policy

REFUND & RETURN POLICY
Marquelle Ventures Private Limited
Brand Name: Oh My Kaju™
Effective Date: 23-02-2026


1. OVERVIEW

This Refund & Return Policy applies to all purchases made from the official website and online stores of Oh My Kaju™, owned and operated by Marquelle Ventures Private Limited (“Company”, “we”, “us”, “our”).

Due to the perishable and consumable nature of food products, returns and refunds are governed by strict safety and hygiene standards.


2. NO RETURN – FOOD SAFETY RULE

As per global food safety regulations, we do NOT accept returns once products have been delivered, except under the specific conditions mentioned below.

This policy ensures:

  • Food hygiene protection
  • Prevention of contamination risks
  • Compliance with FSSAI and international food safety norms


3. ELIGIBLE CASES FOR RETURN / REFUND / REPLACEMENT

We will provide a replacement or refund ONLY in the following situations:

A. Damaged Product

If the package is:

  • Physically damaged
  • Torn or leaking
  • Crushed during transit


B. Wrong Product Delivered

If you receive:

  • Incorrect item
  • Wrong flavour
  • Incorrect quantity


C. Missing Items

If items are missing from your order.


D. Quality Issues

If product is:

  • Spoiled on arrival
  • Contaminated
  • Expired before delivery


4. CLAIM TIME LIMIT

To be eligible for refund or replacement:

You must notify us within:

24 HOURS of delivery

Claims beyond this period will not be accepted.


5. CLAIM PROCESS

To request a refund or replacement:

Step 1 — Email Us

Send an email to: care@ohmykaju.com

Include:

  • Order ID
  • Product name
  • Issue description
  • Contact details


Step 2 — Provide Proof

Attach clear videos showing:

  • Product condition
  • Packaging label
  • Shipping box

Incomplete claims may be rejected.


6. REFUND OPTIONS

After verification, we may offer:

Option 1 — Replacement

A new product will be shipped at no additional cost.

OR

Option 2 — Refund

Refund will be processed to the original payment method.


7. REFUND TIMELINE

Refund processing time:

  • Approval: 2–3 business days
  • Bank processing: 5–10 business days

International payments via PayPal / Stripe may take up to 14 business days.


8. NON-REFUNDABLE SITUATIONS

Refunds or replacements will NOT be provided for:

  • Change of mind
  • Taste preference issues
  • Incorrect address provided by customer
  • Delivery delays due to courier/customs
  • Opened or partially consumed products
  • Failure to report within claim window


9. ORDER CANCELLATION POLICY

Orders may be cancelled ONLY:

  • Before dispatch
  • Within 12 hours of placing the order

Once shipped, cancellation is not possible.


10. INTERNATIONAL ORDERS POLICY

For international shipments:

We do NOT provide refunds for:

  • Customs rejection
  • Import duty disputes
  • Country-specific food restrictions

Customers are responsible for understanding local import rules.


11. SHIPPING CHARGES

Shipping fees are:

  • Non-refundable
  • Not covered under replacement

unless the error is caused by us.


12. FRAUD PREVENTION

We reserve the right to:

  • Reject suspicious refund claims
  • Request additional verification
  • Limit repeated refund requests


13. PAYMENT GATEWAY COMPLIANCE

Refunds are processed securely through:

  • Razorpay
  • PhonePe
  • PayPal
  • Stripe
  • Shopify Payments

We do not store card or payment details.


14. CONTACT INFORMATION

For refund or return requests:

Marquelle Ventures Private Limited
Brand: Oh My Kaju™

Email: care@ohmykaju.com
Phone: +91 9028056561
Website: www.ohmykaju.com

By placing an order with us, you acknowledge and agree to this Refund & Return Policy.