Last Updated: July 2026

At Moon Peak, owned and operated by SRM Foods & Spices, we take immense pride in delivering authentic, prestige-grade Kashmiri products. To ensure absolute transparency, operational fairness, and the protection of our supply chain, we have established the following Return and Refund Policy. By purchasing from our website (moonpeakindia.com), you agree to the terms stipulated below.

1. Return & Refund Eligibility Window

• Customers must initiate a return or refund request within 7 days of delivery.

• Requests submitted after the 7-day window will not be accepted under any circumstances.

2. Damaged, Defective, or Incorrect Products

If your shipment arrives damaged, leaking, defective, incorrect, tampered with, or missing items, you must notify our team within 48 hours of delivery.

• Mandatory Verification Proof Required: To prevent fraudulent claims and initiate an insurance or replacement claim, customers must provide:

  • Clear, high-resolution photographs of the affected product.

  • Clear photographs of the outer shipping box and internal packaging.

  • An unedited video of the parcel unboxing (highly recommended and expedited for claims).

  • Images showing the specific damage, defect, or leakage.

• Claim Forfeiture: Without adequate photographic or video proof, the claim will be summarily denied.

• After 48 Hours: Claims regarding transit damage, leakage, or missing items reported after 48 hours of delivery will not be accepted and are strictly ineligible for a refund, even if the request falls within the general 7-day return window.

3. Product Condition for Returns

To qualify for a valid return:

• The product must remain unused, unopened, with all original luxury seals, tags, and packaging intact.

• Any product exhibiting signs of use, seal tampering, alteration, or product swapping will be immediately rejected upon receipt.

• Special Condition for Saffron & Gourmet Spices: Kashmiri Mongra Saffron is a highly volatile, moisture- and heat-sensitive organic product. All jars dispatched from our Pampore facility undergo strict digital calibration for exact grammage. To remain eligible for return, the product must be stored in a cool, dark, and dry environment while in the customer’s care. Any returned saffron that fails our physical inspection due to environmental degradation—such as heat-induced weight dehydration, sun bleaching, moisture absorption, or aroma loss caused by improper home storage—will be immediately rejected.

• SRM Foods & Spices reserves absolute authority to inspect, lab-test, and weigh all returned items at our Pampore facility before authorizing any replacement or financial refund.

4. Return Process (For Website Orders Only)

• Step 1 — Contact Us: Notify our support team via email or phone within 7 days of receiving your order.

• Step 2 — Authorization & Review: Our quality control team will review your submitted evidence. Do not ship products back without written authorization.

• Step 3 — Return Dispatch: Once approved, the customer is responsible for shipping the item back to our designated facility. Please note: Customers are required to bear the return shipping freight charges unless the return is due to an error on our part (e.g., damaged or incorrect item dispatched).

  • Strict Dispatch Timelines: For standard non-perishable merchandise, the return parcel must be handed over to the courier within 5 business days of authorization. Due to the delicate, moisture-sensitive nature of Kashmiri Mongra Saffron and edible spices, the return parcel must be dispatched to the courier within 48 hours (2 days) of written authorization.

  • Failure to dispatch the parcel and provide a valid tracking AWB number within this 48-hour window will result in the immediate and permanent cancellation of the return authorization.

• Step 4 — Physical Inspection: Upon arrival at our facility, our quality assurance team will inspect the item for authenticity, seal integrity, weight consistency, and tampering.

• Step 5 — Final Decision & Refund Calculation:

  • If Approved (Brand Error): If the return is due to an error on our part (such as a defective, damaged, or incorrect product sent), you will receive a 100% full refund to your original payment source within 5–7 business days, with zero fee deductions.

  • If Approved (Customer Discretionary Return): If the return is an approved discretionary return initiated by the customer (e.g., change of mind for an unopened product), a nominal payment gateway processing fee (2% to 3%) and any two-way shipping freight incurred by us will be deducted from the final refund amount. This deduction covers non-refundable third-party merchant transaction costs charged by banking gateways.

  • If Rejected (Fraud, Usage, or Tampering): If inspection reveals product usage, seal tampering, swapping, or misrepresentation, the refund will be denied in full. SRM Foods & Spices reserves the right to retain the tampered product without financial compensation or return freight reimbursement.

5. Partial COD (Cash on Delivery) & Advance Payment Policy

To maintain our commitment to accessible, free shipping while safeguarding our premium inventory and logistics network against unverified or fraudulent orders, we operate a Partial COD model requiring a ₹160 non-refundable advance payment at checkout.

• Purpose of the Advance: This ₹160 deposit confirms order authenticity, reserves high-value Kashmiri inventory, and covers premium logistics handling—specifically forward shipping (₹80) and courier cash-collection/COD handling fees (₹50). The remaining order balance is payable via cash or UPI upon delivery.

• Doorstep Refusal & RTO (Return to Origin) Forfeiture: If a Partial COD order is dispatched and subsequently refused at the doorstep, left undelivered due to an incorrect or incomplete address provided by the customer, or returned because the customer was unreachable after multiple courier delivery attempts, the ₹160 advance payment is strictly non-refundable. It is automatically forfeited to cover the ₹80 forward freight and the ₹80 RTO penalty charged by our logistics partners (e.g., DTDC).

• Approved Returns on COD Orders: If you accept a Partial COD delivery and later initiate an approved return within the 7-day window, the refund will be calculated based on the net product value, deducting applicable two-way shipping freight and COD handling fees incurred during the transaction.

6. Cases Where Refund Will Not Be Issued

A refund will not be provided under the following circumstances:

• Return requests initiated after 7 days of delivery.

• Transit damage, defect, or leakage reported after 48 hours of delivery.

• Inability or refusal to provide required photographic/video unboxing proof.

• Products that have been opened, unsealed, used, tasted, or tested.

• Outer packaging damaged due to improper handling after delivery.

• Product swapping, content dilution, or fraudulent weight discrepancies.

• • Failure to dispatch the approved return parcel back to our facility within 5 business days of authorization (or within the mandatory 48-hour window for Saffron and gourmet spices).

  • Saffron or food products exhibiting weight loss, dehydration, moisture contamination, or aroma degradation resulting from improper home storage (such as exposure to direct sunlight, heat, or humidity) while in the customer’s possession.

• Doorstep refusal of Cash on Delivery / Partial COD parcels (results in complete forfeiture of the ₹160 advance).

• Incorrect or incomplete delivery addresses resulting in courier abandonment or RTO.

• Note: Moon Peak reserves the right to blacklist customer accounts, IP addresses, and phone numbers that repeatedly exhibit fraudulent behavior or abuse return policies.

7. Orders Placed via Amazon & Third-Party Marketplaces

If you purchased Moon Peak products through Amazon or other third-party e-commerce marketplaces:

• All returns, exchanges, and refunds must be processed strictly through the respective marketplace’s portal.

• The timelines, terms, and buyer-protection rules of that specific marketplace will govern the transaction.

• SRM Foods & Spices cannot manually bypass, override, or initiate direct refunds for orders placed outside our official domain (moonpeakindia.com).

8. Direct Exchanges

We currently do not offer direct product-for-product exchanges. If you require a different variant (e.g., a different grammage of Kashmiri Mongra Saffron), you must process a standard return for the eligible, unopened item and initiate a separate, new purchase on our website.

9. Order Cancellation Policy

• Before Dispatch: You may cancel your order without penalty before it is manifested and handed over to our courier partners. Please contact us immediately after placing the order if you wish to cancel.

  • For Partial COD orders cancelled prior to dispatch, the ₹160 advance will be refunded in full.

  • For 100% Prepaid orders cancelled by the customer prior to dispatch, SRM Foods & Spices reserves the right to deduct a nominal 2% to 3% payment gateway cancellation fee from the total refund amount to cover third-party transaction charges that are strictly non-refundable to us by the banking gateway.

• After Dispatch: Once an order has been manifested and dispatched from our facility, cancellations are no longer possible. If a dispatched parcel is rejected upon arrival, it will be treated as an RTO (Return to Origin), and the ₹160 advance payment will be forfeited to cover forward and return courier freight charges.

10. Missing Deliveries & Transit Investigations

If your tracking portal marks a shipment as “Delivered” but you have not physically received the parcel:

• You must notify our support desk within 24 hours of the tracking status update.

• We will immediately raise an official investigation and POD (Proof of Delivery) dispute with our logistics partner (e.g., DTDC).

• While SRM Foods & Spices cannot be held responsible for localized theft after verified doorstep delivery, we will fully coordinate with the courier’s legal and security teams. If the courier officially confirms that the package was lost or misplaced in transit prior to delivery, we will issue a full replacement or complete refund upon conclusion of the investigation.

• Filing fraudulent “Item Not Received” claims while in possession of the parcel is a criminal offense under Indian cyber and consumer law and will result in immediate legal prosecution.

11. Contact Our Dispute & Support Desk

For all inquiries regarding returns, damaged shipments, cancellations, or Partial COD terms, please contact our administrative desk:

• Firm Name: SRM Foods & Spices

• Brand: Moon Peak

• Email: indiasrmfoods@gmail.com

• Location: Pampore, Kashmir, India