Cancellation, Returns, Replacement & Refund Policy
Effective date: 15/09/2026
This policy applies to purchases from Sehat by Madhura at sehat.life, operated by MADHURA MAHENDRA KHADE,
trading as MADHURAS KITCHEN CRAFTS.
Customer cancellation
Request cancellation at contact@sehat.life or +91 9529981870 with your order number and registered contact details.
You may cancel within 24 hours of placing the order, provided preparation has not begun. The applicable cut-off is
the earlier of these events. We will tell you whether preparation has begun when responding to your request.
Eligible cancellations have no cancellation fee and receive a refund of the amount paid for cancelled products and any
charges attributable to the cancelled, undelivered portion. If the whole order is cancelled before fulfilment, the full amount
paid is refunded.
After preparation begins or the 24-hour window ends, change-of-mind cancellation may not be available. This does not
affect remedies arising from our failure to deliver as agreed or from defective, unsafe, incorrect or misdescribed goods.
Eligible COD orders can also be cancelled before the cut-off without a cancellation fee.
Cancellation by Sehat
If stock unavailability, serviceability or another issue prevents fulfilment, we will notify you and refund the cancelled
portion, including applicable delivery charges. If the entire order is cancelled, we refund the full amount paid. We will not
substitute products or impose store credit without your agreement.
Food returns and change of mind
Because our products are food, we do not accept change-of-mind returns or exchanges after delivery, including returns
solely for personal taste preference where the product conforms to its description. Opening packaging does not remove a
valid remedy if opening was reasonably necessary to discover a defect.
This restriction does not apply to damaged, spoiled, unsafe, expired-on-delivery, incorrect, missing or materially
misdescribed goods or other cases where law provides a remedy. Non-delivery and qualifying late delivery are also
eligible for investigation and appropriate relief.
Reporting an issue and return arrangements
Please report visible damage, missing items or an incorrect delivery preferably within 48 hours of delivery, giving your
order number, issue description and available photographs of the product, packaging and batch/date label. This helps
prompt investigation; it is not an absolute bar on statutory claims or defects discovered later. An unboxing video is not
mandatory.
Do not consume food suspected to be unsafe. Retain relevant packaging where safe. Contact us before returning food.
We will arrange collection, provide an authorised return address or give safe-disposal instructions as appropriate. The
business address is not an automatic return destination without these instructions. We bear reasonable return or
collection costs for a confirmed problem attributable to us or delivery.
Assessment and replacement
We normally assess a cancellation or product issue within 2 business days after receiving the information reasonably
needed to investigate. Food-safety issues are prioritised. If more time is needed, we will explain why and provide an
update; the consumer complaint deadlines below continue to apply.
We provide the appropriate refund or, with your agreement and subject to stock, a replacement without additional
shipping charges for our error or a defective delivery. Agreed replacements are normally dispatched within 2-3 business
days after resolution, with the delivery estimate communicated separately. Refunds are not restricted to store credit.
Partial-order remedies cover the affected products and any properly refundable related charges.

SEHAT BY MADHURA | REVISED POLICIES - REVIEW PUBLICATION NOTES 9
Refund method and timelines
Step Standard timeframe or method
Review of cancellation/product issue Normally within 2 business days after sufficient information is received
Initiate approved refund Within 2 business days after approval or confirmed cancellation
Expected credit for prepaid orders Within 7-10 days (calendar days) of refund approval, to the original payment
source/account, subject to bank/payment-system processing
COD refund Electronic bank/UPI refund within 7-10 calendar days of approval and receipt of correct,
verified refund details
Replacement dispatch, if agreed Normally within 2-3 business days after resolution
Online payment refunds are processed through Razorpay to the original payment source wherever supported. If that route
is unavailable, we will explain the reason and arrange a lawful alternative with the payer’s consent and appropriate
verification. We do not ask for an OTP, UPI PIN, CVV or banking password to issue a refund.
For cash-on-delivery orders, there is no original online payment account. We arrange a refund to the customer’s verified
bank account or UPI ID supplied with their consent through customer support. We do not require a new purchase or
payment to release a refund. Only the details reasonably needed to complete and reconcile the refund are collected.
The 7-10-day credit estimate includes our initiation period; it is not an additional 7-10 days after initiation. We share an
available refund reference. If the amount is not credited within the expected period, contact us so we can trace it with the
payment provider or bank and keep you informed.
Failed, pending or duplicate payments
If your account is debited without order confirmation, contact us with the reference, date and amount, without credentials.
We reconcile online payment issues through Razorpay and arrange order confirmation or the appropriate reversal/refund.
Confirmed duplicate payments are refunded. Bank/payment-system reversal rules apply to failed transactions; the
merchant refund estimate does not override those rules.
For this policy, business days are Monday to Saturday excluding public holidays. Nothing in the policy limits mandatory
consumer rights. Escalation details appear in Contact Us & Grievance Redressa