Shipping, Returns & Refunds

1. Fulfillment Architecture

Consumer orders are fulfilled by our quick commerce partners, Blinkit, Swiggy Instamart and Zepto, from their dark stores in the cities they serve.

Bulk orders placed directly through our website or sales office are packed at our Katihar plant and dispatched pan India through a trusted logistics partner, or by export freight (FOB / CIF).

2. Consumer Orders via Quick Commerce Apps

When purchasing Makosee pouches via Blinkit, Zepto, or Instamart:

• Delivery timelines, real-time rider tracking, and shipping fees are determined directly by the chosen app at checkout.

• Immediate delivery inquiries, rider contact, and address alterations must be handled through the respective platform's in-app help desk.

• If an app shows a Makosee flavour as out of stock, it is being restocked. Please check back soon or WhatsApp us.

3. B2B Wholesale & Freight Dispatch

For domestic and international wholesale purchases confirmed via an official Proforma Invoice:

• Order Processing Time: Standard domestic wholesale orders are packed and dispatched within 3 to 5 business days following invoice confirmation and payment clearance.

• Domestic Carrier Partners: We dispatch through a trusted logistics partner and share the LR / bilty number for tracking.

• International Export: Export orders ship with the required documents, including phytosanitary certificate, certificate of origin and commercial invoice.

• Delivery Timelines: Domestic road freight typically arrives within 3 to 8 business days depending on delivery state. Ocean freight timelines vary between 14 and 35 days based on destination port.

4. Perishable Edible Food Return Policy

Because roasted makhana is a packaged edible food product, health, safety, and hygiene regulations prohibit the return of opened, unsealed, or tampered food items under any circumstances.

We cannot accept returns or exchanges for customer preference changes once a food package has been opened.

5. Transit Damage, Seal Compromise & Quality Claims

We take immense pride in our protective nitrogen-flushed packaging. In the rare event that your shipment arrives compromised, we offer hassle-free replacements or full refunds:

• Eligibility Criteria:

a) Packaging arrived pierced, crushed, or with a broken hermetic seal.

b) Incorrect flavours or wrong pack sizes received relative to your order confirmation.

c) Documented batch quality defect (e.g., loss of crunch upon initial unsealing).

• Claim Notification Window: Claims must be reported to info@makosee.com within 24 hours of delivery.

• Required Evidence: Please share an unboxing video or clear photos showing: (1) the outer carton condition, (2) the damaged pouch seal, and (3) the printed batch number / expiry date stamped on the back.

6. Refund Turnaround & Method

Once our quality and fulfillment team reviews and verifies your claim:

• Approval Window: Verified within 24 to 48 hours of ticket submission.

• Replacement Dispatch: Free replacement batches are dispatched via express courier at no additional shipping cost to you.

• Monetary Refund: If a refund is requested, the amount is initiated directly to your original payment method (Bank account / UPI / Credit Card) within 5 to 7 banking days, depending on your financial institution's settlement cycle.

7. Order Cancellation Policy

• Consumer Purchases: Quick commerce orders can be cancelled directly through the delivery partner's app prior to rider assignment.

• Direct B2B Wholesale: Invoiced wholesale orders can be cancelled prior to custom roasting and packaging run initialization. Once custom packaging or container loading has commenced, cancellations are subject to actual direct costs incurred.