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Refund & Return Policy

Return & Refund Policy – Machiwali.com

Effective Date: 19 September 2026

At Machiwali.com, we are committed to delivering fresh, hygienically handled fish, seafood and other perishable products to our customers. Since our products are perishable and have limited shelf life, we follow a strict No Return Policy.

1. No Returns

Due to the perishable nature of our products, we do not accept returns once an order has been shipped or handed over for delivery.

Once the product leaves our facility, we cannot accept it back, resell it, or put it back into our cold-chain inventory due to food-safety and hygiene considerations.

Therefore, customers are requested to carefully check their order details, delivery address, selected products, quantities and preferred delivery slot before completing the order.

2. Order Cancellation

Orders may be cancelled only before the order has been processed and shipped for delivery, subject to the status of the order.

Once an order has been processed, packed or dispatched, cancellation may no longer be possible.

If cancellation is permitted, any applicable refund will be processed according to the payment method and refund terms applicable to the order.

3. Incorrect or Damaged Products

Although returns are not accepted, we want to ensure that customers receive the products they ordered in acceptable condition.

If you receive:

  • A product different from what you ordered

  • A missing product

  • A significantly damaged product

  • A product that appears to have been compromised before delivery

please contact the Machiwali.com customer support team immediately after delivery.

Customers may be required to provide clear photographs or videos of the delivered product, packaging and order details so that our team can investigate the issue.

4. Quality-Related Complaints

Fresh seafood is a natural, perishable product and its appearance, size, colour and weight may naturally vary.

If you believe that a product has a genuine quality issue at the time of delivery, please contact us within 2 hours of delivery with photographs/videos and your order details.

Our team will review the complaint and, where appropriate, may offer a suitable resolution such as:

  • Replacement of the affected product; or

  • Refund/credit for the affected product.

The final resolution will be determined by Machiwali.com after reviewing the complaint and available evidence.

5. Customer Unavailability / Refusal to Accept Delivery

Customers are responsible for being available at the selected delivery address during the chosen delivery slot.

If an order cannot be delivered because:

  • The customer is unavailable

  • The customer refuses to accept the order

  • The customer provides an incorrect/incomplete address

  • The customer cannot be contacted at the time of delivery

  • The delivery location is inaccessible

the order may be treated as a completed/failed delivery due to customer-related reasons.

Because the products are perishable, such orders generally will not be eligible for return or refund.

6. Change of Mind

We do not accept cancellations, returns or refunds simply because a customer:

  • Changes their mind

  • No longer requires the product

  • Ordered the wrong quantity

  • Ordered the wrong product

  • Does not like the product after delivery

Please carefully review your cart before placing the order.

7. Refunds

Where Machiwali.com approves a refund, the refund will generally be issued to the original payment method, subject to the applicable payment gateway/banking timelines.

Where appropriate, Machiwali.com may provide wallet credit or another mutually agreed resolution instead of a monetary refund.

8. Delivery Delays

Fresh seafood is prepared and packed specifically for delivery. If there is a delivery delay caused by circumstances outside our reasonable control, such as traffic, weather, road restrictions, operational disruptions or other unforeseen circumstances, customers should contact our support team.

A delivery delay does not automatically qualify an order for cancellation or refund. Each case will be reviewed based on the circumstances and the condition of the product upon delivery.

9. Inspection at Delivery

Customers are encouraged to inspect their order at the time of delivery and immediately report any obvious issue to our delivery/support team.

Once the order has been accepted by the customer, complaints should still be raised within the applicable time period mentioned above for genuine product-quality concerns.

10. How to Contact Us

For any order-related complaint or quality issue, please contact Machiwali.com through our official customer-support channels and provide:

  • Order number

  • Customer name

  • Registered mobile number

  • Product concerned

  • Description of the issue

  • Photographs/videos where applicable

Our team will review the complaint and respond as soon as reasonably possible.

Important Notice

All Machiwali.com products are perishable food products. Except where Machiwali.com determines that a genuine issue with the product warrants a replacement, refund, credit or other resolution, products cannot be returned after dispatch/delivery.

By placing an order on Machiwali.com, the customer acknowledges and agrees to this No Return Policy for perishable products.

Machiwali.com
Fresh Fish Home Delivered
Website: www.machiwali.com