Return & Refund

This Return & Refund Policy explains when and how Malimark (trading as Sagar Traders), operating the website www.malimark.com (the "Website"), accepts returns, replacements, cancellations, and refunds for orders placed through the Website. This policy should be read together with our Privacy Policy and Shipping & Delivery Policy.

1. Eligibility for Returns, Replacements & Refunds

As we sell food products, we accept a return, replacement, or refund request only where the fault lies on our part, and only if the product's packaging/seal is still fully intact and unopened at the time you raise the request. This includes the following situations:

• You received the wrong product
• You received a lower quantity than what was ordered
• You received an expired or spoiled product

We do not offer returns, replacements, or refunds for reasons of change of mind, personal preference, taste, or any reason other than those listed above.

2. Reporting Window

You must report any eligible issue to us within 24 hours of your order being delivered. Requests raised after this 24-hour window will not be eligible for a return, replacement, or refund.

3. Proof Required

To process your request, you must provide us with either a live video call or clear photographs showing the issue (such as the wrong item, short quantity, or expired/spoiled product) along with the sealed packaging, at the time of raising your request.

4. Resolution Options

Once your request has been verified and approved, you may choose either a replacement of the product or a refund, as per your preference.

5. Refund Method & Timeline

5.1 Refunds for Approved Return/Replacement Complaints

• Where the order was placed on a Cash on Delivery (COD) basis, approved refunds will be processed via UPI within 15 business days of the complaint being received and approved.
• Where you made an online payment directly with us outside the standard checkout process, approved refunds will be processed within 3 business days of the complaint being received and approved.

5.2 Refunds for Orders Cancelled by Us

Where we cancel your order before dispatch for reasons described in Section 7 (Order Cancellation) and our Terms of Service, such as a pricing or stock error, or suspected fraud or misuse, any amount you have paid — the 10% advance payment for COD orders, or the full amount for orders paid online — will be refunded within 3 business days of the cancellation, regardless of whether the order was placed on a COD or online-payment basis.

6. Return Shipping Costs

Where a return, replacement, or refund is approved due to an error on our part (wrong item, short quantity, or expired/spoiled product), we will bear the cost of return shipping, where applicable.

7. Order Cancellation

You may request cancellation of your order at any time before it has been dispatched, by contacting us through the details given at our Contact page.

Once an order has been dispatched, it cannot be cancelled.

We may also cancel your order in the circumstances described in our Terms of Service, such as a pricing or stock error, or suspected fraud or misuse. Where we cancel your order for such reasons, any amount you have paid towards that order — including the 10% advance payment, or the full amount if paid online — will be refunded to you in accordance with the refund method and timeline described in Section 5 of this policy.

8. 10% Advance Payment

As stated in our Shipping & Delivery Policy, for orders placed on a Cash on Delivery (COD) basis, a 10% advance payment is collected on the order value before dispatch, for both retail and wholesale orders. This section applies only to such COD orders. This advance amount is handled as follows:

• If you cancel your order before it has been dispatched, the 10% advance payment will be refunded to you.
• If the order has already been dispatched, it cannot be cancelled, and the advance payment will not be refunded.
• If you refuse to accept delivery, or if the order is unable to reach you due to an error or fault on your part, the 10% advance payment will not be refunded.
• If we are unable to dispatch or deliver your order due to an error or fault on our part, we will arrange a reshipment at no additional cost to you, in accordance with Section 8.2 of our Shipping & Delivery Policy. If you prefer a refund instead, the 10% advance payment will be refunded to you.

9. Wholesale & Bulk Orders

This Return & Refund Policy applies equally to wholesale and bulk orders.

10. Non-Returnable Items

Once a product's packaging or seal has been opened, that product is not eligible for return, replacement, or refund under any circumstances, regardless of the reason. This applies to all our products without exception, due to the nature of the food items we sell and hygiene and food-safety considerations.

11. How to Raise a Request

To raise a return, replacement, refund, or cancellation request, please contact us using the details below within the applicable time window, along with any proof required as described in this policy.

12. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our business practices or applicable law. Any updated version will be published on this page with a revised Last Updated date.

13. Contact Us

If you have any questions about returns, refunds, or cancellations, you can contact us:

Malimark (trading as Sagar Traders)
1st Floor, Grd Plot 297
Devidas Building, Patthe Bapu Rao Marg
Platinum Mall, Gully Khetwadi, Girgaon
Mumbai — 400004, India

Email: Malimark2026@gmail.com
Phone / WhatsApp: +91 96190 77288

14. Grievance Officer

In accordance with the Information Technology Act, 2000, Consumer Protection (E-Commerce) Rules, 2020 and the rules made thereunder, the name and contact details of our Grievance Officer are provided below. If you have any grievance regarding this policy or your order, you may contact:

Name: Narendra Mali
Designation: Owner
Email: Malimark2026@gmail.com
Phone / WhatsApp: +91 96190 77288

We will make reasonable efforts to acknowledge and address your grievance within the timelines prescribed under applicable law.