Cancelling an order
Write to info@kokoraspices.com or call +91 9090701043 with your order number before your order is dispatched, and we will cancel it and refund anything you paid, in full.
If you are paying online, you can also cancel on the payment page before you pay: choose "Cancel and choose another way to pay".
Once your order has been dispatched, it can't be cancelled. The sections below cover late deliveries, parcels that can't be delivered, and returns.
If we have to cancel your order (for example, because an item has run out), we email you and refund anything you paid, in full.
An online order that is not paid within 15 minutes is cancelled automatically, and nothing is charged. If a payment still goes through after that (some banks are slow to confirm), we go ahead with your order if the items are still in stock, and email you its confirmation. If they are not, or you had cancelled the order yourself, the payment is refunded in full automatically. If you are ever charged twice for one order, the extra payment is refunded automatically too.
Returns
You can ask for a return or a replacement within 7 days of delivery.
For food safety, we can only take back packs that are unopened and sealed, unless they were faulty.
Damaged, wrong or missing items
If your parcel arrives damaged or opened, an item is wrong, missing or not as described, or a pack is faulty, tell us and we will replace the items or refund you, as you prefer.
Our damaged-parcel policy: Tell us within 24 hours of receiving the parcel, with photos of the parcel and the packs. Replacements can be asked for within 7 days of delivery.
Late deliveries
If your order reaches you later than the delivery date we showed when you ordered, you can return it for a full refund, including the shipping charge, unless the delay was caused by events outside our control, such as floods or strikes. Tell us as soon as you can after it arrives, and we will arrange the return.
Parcels we couldn't deliver
If the courier can't deliver a prepaid order (for example, the address is incomplete, nobody is there after their attempts, or the parcel is refused), it comes back to us. Once it is back with us, we refund everything you paid, in full, to the way you paid.
As you pay on delivery, nothing is charged for a cash-on-delivery order that comes back.
How to ask
Write to info@kokoraspices.com or call +91 9090701043 with your order number (it is in your order confirmation email).
All the ways to reach us are on Contact us.
How refunds are paid
Online payments are refunded to the same card, UPI or bank account, through Razorpay. Once we approve a refund, it usually reaches you within 5 to 7 working days, depending on your bank. We email you when it has been made.
Cash-on-delivery orders are refunded by UPI or bank transfer to an account you give us, within 7 working days of approving the refund and receiving your account details.
If the mistake was ours, we refund the shipping charge too.