Refund & Cancellation Policy

1. Introduction

MVS Foods sells food products, including traditional pantry staples, spice powders, podis, pickles, thokkus, laddus, health mixes, masalas, and related products.

Because these are food products intended for consumption, returns and refunds are handled with particular care, keeping hygiene, food safety, product integrity, customer fairness, and applicable law in mind.

Food products are generally non-returnable once dispatched or delivered, except where required by applicable law or where the product received is damaged, defective, incorrect, incomplete, or otherwise eligible under this Policy.

2. About MVS Foods

MVS Foods is a consumer-facing food brand operated under Om Sri Venkateshwara Traders, a sole proprietorship owned by Mrs. Maheshwari Vasudevan.

Brand Name:

MVS Foods

Website:

https://mvsfoods.co.in

Legal Business Name:

Om Sri Venkateshwara Traders

Business Structure:

Sole Proprietorship

Proprietor:

Mrs. Maheshwari Vasudevan

All commercial activities, including order processing, invoicing, payment collection, shipping, customer support, refunds, replacements, and statutory compliance, are carried out by Om Sri Venkateshwara Traders.

Accordingly, customers may see Om Sri Venkateshwara Traders as the merchant or legal business name on invoices, payment gateway records, bank statements, GST invoices, courier documents, or other official records relating to purchases made through MVS Foods.

3. Cancellation Before Dispatch

Customers may request cancellation of an order before the order has been packed, processed for dispatch, or handed over to a courier partner.

Cancellation requests may be approved if:

• the order has not yet been dispatched;
• the product has not been specially prepared, packed, or reserved for dispatch;
• the request is received within a reasonable time after order placement; and
• the cancellation is operationally possible.

If a cancellation request is approved before dispatch, the refund will be processed in accordance with the refund timelines stated in this Policy.

MVS Foods reserves the right to refuse cancellation if the order has already moved into packing, dispatch preparation, courier pickup, or shipment.

4. Cancellation After Dispatch

Once an order has been dispatched or handed over to a courier partner, cancellation may not be possible.

Customers should not refuse delivery without a valid reason. If delivery is refused without a valid reason, or if an order is returned because the customer was unavailable, provided an incorrect address, or failed to respond to courier communication, the customer may be responsible for forward shipping charges, return shipping charges, payment gateway charges, handling charges, or other costs incurred by the business.

If a cancellation after dispatch is accepted at our discretion, any refund may be reduced by applicable shipping, return, handling, or payment processing costs.

5. Return Eligibility

Due to hygiene and food safety requirements, food products are generally not eligible for return once delivered.

A return, replacement, or refund request may be considered only if:

• the product was received in a damaged condition;
• the product was defective or unsafe on arrival;
• the wrong product was delivered;
• one or more products were missing from the order;
• the package was visibly tampered with at the time of delivery; or
• applicable law requires a remedy.

All claims must be raised within 24 hours of delivery unless applicable law requires otherwise.

Requests raised after this period may be declined because food products can be affected by storage, handling, temperature, humidity, opening, usage, and other factors outside our control after delivery.

6. Non-Returnable Products

The following products are generally not eligible for return:

• opened food products;
• partially consumed products;
• products without original packaging;
• products damaged after delivery due to customer handling or storage;
• products returned due to taste preference, aroma preference, spice level preference, texture preference, or personal expectation;
• products purchased during clearance, festival, promotional, or limited-period offers, unless damaged, defective, incorrect, or incomplete on arrival;
• products for which the customer cannot provide order details or proof of purchase; and
• products reported after the applicable claim window.

Natural variation in colour, texture, aroma, consistency, spice intensity, ingredient appearance, or packaging does not automatically make a product defective.

7. Damaged or Defective Products

If a product is received damaged, leaking, broken, spoiled, defective, or visibly unsafe, the customer must contact us within 24 hours of delivery.

The customer should provide:

• order number;
• customer name and registered contact details;
• clear photographs or videos of the outer package;
• clear photographs or videos of the affected product;
• photographs of the shipping label, if available; and
• a short description of the issue.

We may request additional information to verify the claim.

If the claim is approved, we may offer a replacement, refund, store credit, or another reasonable resolution depending on product availability, claim validity, and applicable law.

8. Incorrect Products Delivered

If the customer receives a product different from the product ordered, the customer must notify us within 24 hours of delivery.

The customer should provide the order number, photographs of the product received, photographs of the packaging, and any other information reasonably requested by Customer Support.

If the claim is verified, we may arrange a replacement, refund, store credit, or other appropriate resolution.

The incorrect product must not be opened, consumed, damaged, altered, or disposed of unless instructed by Customer Support.

9. Missing Items

If any item is missing from an order, the customer must notify us within 24 hours of delivery.

The customer should provide:

• order number;
• photographs of all products received;
• photographs of the outer package;
• photographs of the invoice or packing slip, if available; and
• a description of the missing item.

After verification, we may send the missing item, issue a refund for the missing item, provide store credit, or offer another reasonable resolution.

10. Refund Eligibility

A refund may be considered in the following cases:

• approved cancellation before dispatch;
• confirmed payment failure where money was debited but no valid order was created;
• confirmed duplicate payment;
• confirmed damaged or defective product claim;
• confirmed incorrect product claim;
• confirmed missing item claim;
• order cancellation by MVS Foods due to product unavailability or serviceability issues; or
• any other case where a refund is required under applicable law.

Refund eligibility is determined after review of order details, payment status, shipment status, customer communication, photographs, videos, courier information, product condition, and other relevant information.

MVS Foods reserves the right to reject refund requests that are false, incomplete, unsupported, delayed, fraudulent, abusive, or inconsistent with this Policy.

11. Refund Processing Timeline

Once a refund is approved, we will initiate the refund within a reasonable processing period, generally within 7-10 business days.

After initiation, the actual time taken for the refund to reflect in the customer's account may depend on the payment gateway, bank, card network, UPI provider, wallet provider, or other payment service provider.

MVS Foods and Om Sri Venkateshwara Traders are not responsible for delays caused by banks, payment gateways, card networks, UPI systems, wallet providers, or other third-party payment processors.

12. Replacement Policy

Where a claim is approved, MVS Foods may offer a replacement instead of a refund, especially for damaged, defective, incorrect, or missing products.

Replacement is subject to:

• product availability;
• delivery serviceability;
• verification of the claim;
• customer cooperation with documentation requests; and
• operational feasibility.

If the same product is unavailable, we may offer an alternative product, store credit, refund, or other reasonable resolution.

13. Refund Method

Approved refunds will generally be processed to the original payment method used for the order.

Where refund to the original payment method is not possible due to payment gateway limitations, bank limitations, expired payment instruments, failed refund attempts, or other technical reasons, we may request alternate bank or payment details from the customer.

Customers must provide accurate refund details when requested. MVS Foods and Om Sri Venkateshwara Traders are not responsible for delays or failed refunds caused by incorrect bank account details, incorrect UPI IDs, inactive accounts, or inaccurate information provided by the customer.

Cash refunds are not generally offered unless expressly approved by the business in writing.

14. Customer Responsibilities

To help us resolve refund, cancellation, replacement, damaged product, incorrect product, or missing item claims quickly, customers must:

• provide accurate order details;
• raise claims within the applicable time period;
• share clear photographs or videos where requested;
• retain packaging materials until the claim is resolved;
• avoid consuming, opening, disposing of, or altering disputed products unless instructed;
• respond to Customer Support requests within a reasonable time;
• provide accurate bank or payment details if required; and
• store food products appropriately after delivery.

Failure to cooperate with reasonable verification requirements may result in rejection of the claim.

15. Circumstances Beyond Our Control

Refunds, replacements, cancellations, or delivery resolutions may be delayed or affected by circumstances beyond our reasonable control, including:

• natural disasters;
• severe weather;
• transport disruptions;
• courier delays;
• public holidays;
• government restrictions;
• payment gateway downtime;
• banking delays;
• technology failures;
• labour disruptions;
• supply shortages; or
• other force majeure events.

In such cases, we will make reasonable efforts to resolve customer concerns as soon as practicable.

16. Changes to this Policy

We may update this Refund & Cancellation Policy from time to time to reflect changes in our business operations, legal obligations, payment processes, logistics arrangements, or customer support practices.

The revised version will become effective when published on this Website with the updated date.

Continued use of the Website or placement of orders after publication of the revised Policy constitutes acceptance of the updated Policy.

17. Contact Us

For questions relating to cancellations, refunds, replacements, damaged products, incorrect products, missing items, or payment concerns, please contact us through the details provided on our Contact Us page.

Brand:

MVS Foods

Legal Business Name:

Om Sri Venkateshwara Traders

Business Structure:

Sole Proprietorship

Proprietor:

Mrs. Maheshwari Vasudevan

Website:

https://mvsfoods.co.in

18. Acceptance of this Policy

By placing an order through www.mvsfoods.co.in, creating an account, completing payment, requesting cancellation, requesting a refund, requesting a replacement, or otherwise interacting with our Website, you confirm that you have read, understood, and agreed to this Refund & Cancellation Policy.

You further acknowledge that purchases are made through the MVS Foods brand and that all order processing, invoicing, payment collection, shipping, customer support, refunds, replacements, and related commercial activities are performed by Om Sri Venkateshwara Traders, a sole proprietorship owned by Mrs. Maheshwari Vasudevan.