Contact Us
For all refund, replacement, and cancellation requests, please contact our support team at info@masalabro.com.
Order Cancellations
Because our logistics team begins processing your shipment immediately upon confirmation, we can only accept order cancellations if you contact us before your package has been processed and handed over to DHL in India.
If you cancel your order successfully before dispatch, you will receive a 100% refund to your original payment method. Once the package has been dispatched to the courier, the order cannot be cancelled.
Right of Withdrawal (EU Returns)
As a consumer in the European Union, you are protected by a statutory 14-day Right of Withdrawal. If you wish to exercise this right after receiving your goods, please be aware of the following conditions under international and EU law:
- Return Shipping Costs: You (the buyer) are responsible for arranging and paying the direct cost of return shipping via an international courier back to our headquarters in Tamil Nadu, India.
- Exceptions for Food Safety: Under Article 16 of the EU Consumer Rights Directive, the right of return is strictly voided for perishable goods, or any sealed goods where the hygienic seal has been opened after delivery. For health, safety, and cross-border agricultural reasons, we cannot accept returns of any opened masalas, spices, or food items. We also do not offer refunds based on personal taste preference if the product is within its expiry date.
Damaged or Incorrect Products
If an item arrives severely damaged, or if you receive an incorrect item, please report it to us within 24 hours of receiving your shipment.
To help us review your request, please email clear photos of the damaged item and the shipping box to info@masalabro.com. If approved, Masalabro will issue a direct refund, credit, or replacement for the affected item.
Out of Stock Replacements
We meticulously curate our catalog to avoid inventory issues. However, if a specific item becomes temporarily unavailable before dispatch, we will not delay your entire shipment. We may replace the missing product with a premium, equivalent item of equal or greater value. Alternatively, we will immediately dispatch the rest of your order and issue a swift, full refund for the unavailable product’s value.
Refund Processing
We act fast, initiating all approved refunds internally within 24 hours. After initiation, the final processing cycle depends entirely on international banking networks and your payment gateway. You can generally expect the funds to reflect on your original payment card within 7 working days.
