Term Of Use
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Terms & Conditions
Organic MAWA – Replacement, Return and Refund Policy
At Organic MAWA, we are committed to providing high-quality organic, natural, agricultural and gardening products to our customers.
We take appropriate care during product selection, processing, packing and dispatch to ensure that every order reaches you in good condition. Our replacement, return and refund policies are designed to provide customers with a transparent, fair and reliable shopping experience.
Important Note
This policy applies only to products purchased online through the official Organic MAWA website:
[Enter official website address]
This policy does not apply to products purchased from:
Offline retail stores
Dealers or distributors
Third-party websites
Online marketplaces
Resellers or unauthorised sellers
For replacement, return, refund or order-related concerns, please contact us within 24 hours of delivery.
Customer Support Number: [Enter phone number]
Customer Support Email: [Enter email address]
Customers must provide the order number, product details and clear photographs or videos of the product and packaging while submitting a request.
1. Replacement Policy
A product may be considered for replacement under the following circumstances:
1.1 Product Damaged During Transit
A replacement may be provided when the product is damaged, leaking, broken or unusable due to transportation.
The damage must be reported within 24 hours of delivery, along with clear photographs or an unboxing video.
1.2 Incorrect Product Delivered
A replacement may be provided if the product delivered is different from the product mentioned in the confirmed order.
The customer must keep the product unused and in its original condition.
1.3 Missing Product
If one or more products are missing from the delivered package, the customer must report the issue within 24 hours of delivery.
The request will be reviewed against our packing and dispatch records.
1.4 Expired or Near-Expiry Product
A replacement may be considered if:
The delivered product is already expired; or
The remaining shelf life is less than 30% of the product’s total declared shelf life.
The request must be submitted within 24 hours of delivery.
1.5 Product Quality Concern
A replacement may be considered if the customer reports a genuine quality-related concern.
The request will be subject to verification by the Organic MAWA quality-control team. The customer may be required to return the product for inspection and provide:
Product photographs
Batch number
Manufacturing date
Expiry or best-before date
Purchase invoice
Storage details
Explanation of the concern
Approval will be based on the findings of the internal evaluation.
2. Important Replacement Conditions
The following conditions apply to all replacement requests:
The original product must be returned whenever requested.
Replacement will not be processed without returning the product, except where Organic MAWA provides written approval.
The product must be returned with its original packaging, label and invoice.
Used, partially consumed or intentionally damaged products are not eligible for replacement.
Products damaged because of improper storage or handling by the customer are not eligible.
No replacement will be provided for products used after their expiry or best-before date.
Products purchased from unauthorised sellers are not covered under this policy.
Replacement approval is subject to stock availability.
Where the same product is unavailable, Organic MAWA may offer an alternative product, store credit or refund.
3. Return Policy
Organic MAWA products are generally delivered on a non-returnable basis because many products are natural, organic, agricultural, hygienic, consumable or sensitive to storage conditions.
Returns may be accepted only in the following situations:
Incorrect product delivered
Product damaged during transportation
Expired product delivered
Approved quality-related concern
Product materially different from the confirmed order
A return request will not be accepted due to:
Change of mind
Incorrect product selection by the customer
Dislike of natural colour, smell, texture or appearance
Product already opened or used
Customer ordering the incorrect size or quantity
Improper storage after delivery
Delay caused by an incorrect delivery address
Minor variations commonly found in natural or organic products
Product results not meeting expectations because of soil, water, climate or application conditions
4. Return Process
To request a return:
Contact Organic MAWA within 24 hours of delivery.
Provide the order number and registered contact details.
Explain the reason for the return.
Submit clear photographs or videos.
Wait for confirmation from our support team.
Pack the product securely in its original packaging.
Hand over the product to the authorised courier partner or follow the return instructions provided.
Customers must not return products without receiving approval from Organic MAWA.
Unauthorised returns may not be accepted or refunded.
5. Refund Policy
Refunds may be approved under the following circumstances:
Confirmed quality issue
Incorrect product delivered and replacement is unavailable
Damaged product and replacement is unavailable
Expired product delivered
Product is unavailable after payment
Order cancelled by Organic MAWA
Approved customer cancellation before order processing
Shipment declared lost by the authorised courier partner
Refunds will be processed only after the request has been verified and approved.
6. Refund Options
Approved refunds may be provided through one of the following methods:
6.1 Store Credit, E-Voucher or Gift Card
The customer may receive store credit, an e-voucher or gift card that can be used for a future purchase within the specified validity period.
6.2 Original Payment Method
Where technically possible, the refund may be processed through the original payment method used for the purchase.
6.3 Bank Account Transfer
A refund may be transferred to the customer’s bank account after successful verification.
Approved bank refunds are generally processed within 7–8 working days after:
Receipt of the returned product;
Completion of the quality inspection; and
Approval of the refund request.
The customer’s bank or payment provider may require additional time to reflect the amount.
7. Refund Conditions
The following conditions apply:
Refunds will not be transferred to an unrelated third-party bank account.
The customer’s name should match the bank account holder’s name.
Valid bank details and supporting documents may be required.
Cash refunds will not be provided for Cash on Delivery orders.
Refunds for Cash on Delivery orders may be processed through bank transfer, UPI or store credit after verification.
Refunds will normally be initiated only after the returned product has been physically received and inspected.
Shipping, handling, payment-gateway or convenience charges may not be refundable unless the problem was caused by Organic MAWA.
Refunds are not applicable when a customer self-ships a product without approval and the package is lost or damaged in transit.
Organic MAWA is not responsible for incorrect bank or UPI details provided by the customer.
Promotional discounts and coupons will not be refunded as cash.
Refund value will not exceed the amount actually paid for the applicable product.
8. Order Cancellation Policy
Customers may request cancellation within 2 hours of placing the order, provided the order has not already been processed, packed or dispatched.
Cancellation requests will be accepted during our working hours:
Working Hours: [Enter working hours]
Working Days: [Enter working days]
To request cancellation, contact:
Phone: [Enter customer-support number]
Email: [Enter customer-support email]
The cancellation request should include:
Customer name
Order number
Registered mobile number
Reason for cancellation
Once the order has been processed, packed, handed over to the courier partner or dispatched, cancellation may not be possible.
9. Cancellation by Organic MAWA
Organic MAWA reserves the right to cancel an order due to:
Product unavailability
Pricing or technical error
Payment failure
Incorrect customer details
Delivery restrictions
Suspected fraudulent activity
Unusually large or unauthorised orders
Circumstances beyond our reasonable control
If a prepaid order is cancelled by Organic MAWA, the eligible amount will be refunded through the appropriate payment method.
10. Natural Product Variations
Organic MAWA offers natural, organic and agricultural products. These products may naturally differ slightly in:
Colour
Aroma
Texture
Particle size
Moisture level
Density
Appearance
Packaging arrangement
Such minor variations are normal characteristics of natural products and will not automatically qualify as defects.
A replacement or refund will be considered only when the product has a confirmed quality issue or is materially unsuitable for its intended use.
11. Agricultural and Gardening Product Results
The performance of agricultural and gardening products may depend on:
Soil condition
Water quality
Crop variety
Climate
Plant age
Application quantity
Application timing
Existing pests or diseases
Storage conditions
Compatibility with other products
Organic MAWA does not guarantee identical results in every farm, garden or plant.
Customers should follow the instructions on the product label and conduct a small trial before applying a product over a large area.
Differences in plant growth or yield alone will not automatically qualify for replacement or refund unless a product-quality defect is confirmed.
12. Non-Eligible Products
The following products may not qualify for return, replacement or refund:
Opened or used products
Products without original packaging
Products without labels or batch details
Products damaged by the customer
Products stored incorrectly
Products returned after the specified reporting period
Customised or specially prepared orders
Clearance or final-sale products
Perishable products after the permitted complaint period
Products purchased from third-party platforms or unauthorised sellers
Free promotional products or samples
Products used after their expiry or best-before date
This restriction does not affect consumer rights that cannot legally be excluded.
13. Proof Required
Organic MAWA may request the following information before approving a claim:
Order number
Purchase invoice
Registered mobile number
Photographs of the package
Photographs of the product
Unboxing video
Shipping label
Batch number
Manufacturing and expiry details
Description of the concern
Bank or UPI details for an approved refund
Failure to provide adequate information may delay or prevent the processing of the request.
14. Customer Support
For replacement, return, refund or cancellation requests, contact:
Organic MAWA
Website: [Enter official website]
Phone: [Enter phone number]
Email: [Enter support email]
Address: [Enter complete business address]
Working Hours: [Enter working hours]
Our support team aims to respond to customer requests within one working day.
15. Policy Updates
Organic MAWA may revise this policy due to changes in:
Products
Business processes
Courier services
Payment systems
Customer-service procedures
Legal requirements
The latest version will be published on the official Organic MAWA website.