Return & Refund Policy

We want every order from Cliff's Spice Zone to reach you in good condition. Because our collection includes coffee, spices, honey and other food or consumable products, returns are handled differently from ordinary non-food merchandise. This policy explains when a cancellation, replacement, return or refund may be available.

Order Cancellations

If you want to cancel an order, contact us as soon as possible after placing it. We will try to cancel the order if it has not yet been packed, processed for dispatch or handed over to our logistics partner.

Once an order has been dispatched, cancellation may no longer be possible. This does not affect any rights you may have if the delivered product is damaged, defective, incorrect or otherwise not supplied as agreed.

When We Can Help With a Return, Replacement or Refund

Please contact us if your order arrives with one of the following issues:

• ●The product is damaged in transit.
• ●The package is leaking, broken or materially compromised.
• ●You received an incorrect product or variant.
• ●An item listed in the order is missing from the parcel.
• ●The product is expired on delivery or otherwise not reasonably fit for sale.
• ●Another product or fulfilment issue exists that gives you a remedy under applicable consumer law.

Reporting a Problem

For damage, leakage, missing items, incorrect products or similar delivery issues, please contact us within 48 hours of delivery so that we can investigate promptly with the courier and fulfilment team.

Please provide your order number, the affected product name, a short description of the problem and clear photographs. A short video can also help where relevant.

Food & Consumable Products

Coffee, pepper, cardamom, honey and similar food or consumable products are sensitive to hygiene, storage and tampering conditions. For this reason, we generally do not accept returns of correctly supplied products solely because of a change of mind, taste preference or because an opened product is no longer wanted.

This restriction does not remove any remedy available to you when a product is damaged, defective, incorrect, expired, unsafe or otherwise covered by applicable consumer law.

Natural Product Variation

Our products include agricultural and naturally derived goods. Reasonable differences in colour, aroma, bean appearance, pepper size, cardamom shade, honey colour, texture, roast appearance or other natural characteristics can occur between batches, seasons and harvests.

Natural variation alone is not considered a defect where the product remains consistent with its description and is otherwise fit for consumption.

How We Resolve an Approved Claim

After reviewing the order and the information provided, we may offer an appropriate resolution depending on the circumstances. This may include:

Returning an Item

Please do not send a product back without first contacting us. If a physical return is required, we will provide return instructions and confirm where the parcel should be sent.

Where the return is required because we supplied a damaged, defective, incorrect or otherwise non-conforming product, we will handle reasonable return shipping costs as required by the circumstances and applicable law.

If we agree to accept another type of return that is not caused by an error or defect on our part, return-shipping charges may be the customer's responsibility where permitted.

Refund Processing

Once a refund is approved, we aim to initiate it within 5–7 business days.

Refunds are normally issued to the original payment method used for the order. Your bank, card issuer, UPI provider or payment gateway may require additional time to reflect the refund after we have initiated it.

If an approved refund has not appeared after a reasonable processing period, contact us with your order number so that we can check the transaction status.

Shipping Charges

Where a refund is issued because of a damaged, defective, incorrect or otherwise valid fulfilment issue attributable to us, applicable shipping charges will be handled according to the circumstances and any rights available under law.

Original shipping charges are generally not refundable for a voluntary or discretionary return that is unrelated to a product or fulfilment issue, unless we agree otherwise or applicable law requires a refund.

Lost, Delayed or Undelivered Shipments

Orders may be delivered through The Professional Couriers and/or other logistics providers. If tracking shows an unusual delay, failed delivery or possible loss, contact us and we will review the shipment with the courier.

If a shipment is confirmed lost or cannot reasonably be delivered, we will arrange an appropriate replacement, refund or other remedy based on the circumstances and applicable rights.

Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate delivery address and reachable contact details at checkout.

If a parcel is returned because the address or contact information supplied with the order was incorrect or incomplete, we will contact you about available options. Additional shipping charges may apply for re-dispatch where reasonable and permitted.

Promotions, Free Gifts & Bundles

If a returned or refunded order included a promotional gift, bundle benefit or discount, the refund may be adjusted where necessary to reflect the terms of the promotion and the items retained by the customer, provided this is permitted by law.

Where a replacement is approved for one item in a bundle, we may replace only the affected item unless another remedy is appropriate.

Consumer Rights

Nothing in this policy is intended to remove, restrict or override a consumer right or remedy that cannot lawfully be excluded under applicable law.

Where applicable consumer law gives you a remedy that is more favourable than a discretionary store rule described above, the applicable legal right will prevail.

Tell us what went wrong.

Send us your order number and a short explanation of the issue. For damaged or incorrect deliveries, attach clear photographs so we can review the request as quickly as possible.