Food products are not returnable for a change of mind
Ember Crest sells consumable food products, including spices, masalas and pickles. For hygiene and food-safety reasons, we do not accept returns or exchanges after delivery merely because you changed your mind, ordered the wrong product, no longer require it, or did not prefer its taste, aroma, colour, texture or spice level.
Once a food product has been delivered, its storage conditions and seal integrity are outside our control. A returned food product cannot be placed back into saleable inventory.
When you are eligible for help
We will investigate and, where the issue is verified, provide an appropriate replacement or refund when:
- The jar, bottle, pouch or outer package arrives damaged.
- A jar is broken or leaking.
- A safety seal is missing, broken or appears tampered with.
- The delivered product is incorrect or an item is missing.
- The quantity or pack size differs from the order.
- The product is past its best-before or use-by date.
- The remaining shelf life is shorter than a specific shelf-life commitment shown on the product page.
- The product is materially different from its description.
- There is suspected spoilage, contamination, foreign matter or another manufacturing defect.
- The order is lost, not delivered, or delivered materially later than the stated schedule, subject to exceptions permitted by applicable law.
Opening a product does not automatically disqualify a genuine food-safety or manufacturing complaint because some problems can be discovered only after opening.
Issues that are normally not eligible
A replacement or refund is ordinarily not available for:
- A change of mind after delivery.
- Accidental ordering or ordering an unwanted product or flavour.
- Personal taste or spice-level preference.
- Reasonable natural variation in colour, aroma, texture, fruit-piece size or spice intensity.
- Damage caused by improper handling or storage after delivery.
- A product consumed substantially before the issue was reported, unless the complaint concerns a genuine hidden safety or manufacturing issue.
- Failure to follow storage or usage instructions printed on the package.
How to report an issue
Report visible delivery problems—such as breakage, leakage, tampering, missing products or incorrect items—as soon as reasonably possible, preferably within 48 hours of delivery. A later report does not automatically limit rights available under applicable law.
Report a suspected food-safety or hidden manufacturing issue as soon as it is discovered, while the product is within its best-before period and has been stored according to the package instructions.
Please provide, where available:
- Your order number.
- Clear photographs or a short video of the issue.
- A photograph of the outer shipping package.
- A photograph of the affected product and its seal.
- The batch or lot number.
- The manufacturing and best-before dates.
- A short description of the problem.
Retain the product and packaging until our review is complete. Do not consume a product you believe may be unsafe.
Resolution
After review, an appropriate resolution may include:
- Replacement of the affected item.
- Refund of the affected item.
- A partial refund when only part of the order is affected.
- A full refund when the complete order is unusable or was not delivered.
For a valid defect, store credit will be offered only if you choose it. When a replacement is unavailable, we will arrange an appropriate refund. Any product collected for quality investigation will be inspected or safely disposed of and will never be restocked or resold.
Your statutory rights
Nothing in this policy limits any rights available to consumers under applicable Indian consumer-protection or food-safety laws.