Return & Refund Policy

Last Updated: 28-11-2025

At Moon Peak, owned by SRM Foods & Spices, we take great pride in delivering authentic, high–quality Kashmiri products.
To ensure fairness and transparency for all customers, we have established the following return and refund policy.

By making a purchase from our website, you agree to the terms stated below.

1. Return & Refund Eligibility Window

  • Customers must contact us within 7 days of delivery to request a return or refund.

  • After 7 days, no returns or refunds will be accepted under any circumstances.

2. Damaged, Defective or Incorrect Products

If your product arrives:

  • Damaged

  • Leaking

  • Defective

  • Incorrect

  • Tampered

  • Missing items

You must contact us within 48 hours of delivery.

Mandatory Proof Required

Customers must provide:

  • Clear photos of the product

  • Clear photos of the packaging

  • Video of the unboxing (if available)

  • Images of the damage/defect

Without proper proof, the claim will not be accepted.

After 48 hours

Damage or defect claims will NOT be accepted and will not NOT be eligible for Refund, even if you are still within the 7-day window.

3. Product Condition for Returns

To be eligible for return:

  • The product must be unused, unopened, and in its original packaging.

  • Any product showing signs of use, tampering, or swapping will be rejected.

We reserve full authority to inspect the returned product before issuing any refund or replacement.

4. Return Process (For Website Orders Only)

Step 1 — Contact Us

Email or call us within 7 days of delivery.

Step 2 — Wait for Approval

Our team will review your request and the evidence you provide.

Step 3 — Ship the Product Back

If approved, the customer must ship the product back to us at the address provided.

Please note: Customers may be required to pay the return shipping charges, depending on the nature of the return.

Step 4 — Inspection

Once we receive the returned item, our quality team will inspect it for:

  • Authenticity

  • Damage

  • Tampering

  • Usage

  • Product swaps

  • Misrepresentation

Step 5 — Decision

If everything is valid:

  • A refund will be issued to the original payment method.
    Refund processing time: 5–7 business days.

If fraud, misuse, or tampering is detected:

  • Refund will be denied, AND

  • We may retain the returned item with no compensation.

All decisions after inspection are final.

5. Cases Where Refund Will Not Be Issued

Refund will NOT be provided in the following situations:

  • Return request made after 7 days of delivery

  • Damage reported after 48 hours

  • Insufficient proof of damage

  • Product used or opened

  • Product packaging damaged due to improper handling

  • Product swapped, altered, or tampered

  • Customer intentionally damaging the product

  • Mismatched claims or fraudulent behaviour

  • Failure to ship the product back

  • Incorrect address provided by customer

  • Customer refusing delivery without reason

Moon Peak reserves the right to blacklist customers who repeatedly misuse return/refund policies.

6. Refunds for Orders Made on Amazon/Other Ecommerce Website

If you placed an order through Amazon/other Ecommerce Website, then:

  • The return and refund must be processed strictly through their return return system.

  • Amazon/Other Ecommerce Website timelines, conditions, and rules apply.

  • We cannot bypass or override Amazon policies.

Moon Peak follows all return policies required by Ecommerce Websites for orders placed on their marketplace.

7. Exchanges

We currently do not offer direct exchanges.
If you need a different product, you must return the item (if eligible) and place a new order.

8. Cancellation Policy

Before Dispatch:

You may cancel your order before it is shipped.

Please Contact Us As Soon As Possible after placing the Order

After Dispatch:

Cancellation is not possible once the order has been shipped.

9. Missing Deliveries / Lost Packages

If the courier marks your order as delivered but you have not received it:

  • You must inform us within 24 hours of the delivery status.

  • We will coordinate with the courier company and investigate.

  • If a package is lost or misplaced by the courier after dispatch, the courier company shall be solely responsible for the loss. SRM Foods & Spices cannot be held liable for delivery failures caused by third-party logistics partners; however, we will fully assist customers in coordinating with the courier for resolution.

For More Please Read our shipping policy

Fraudulent claims will result in account restrictions.

10. Contact Us

For return/refund-related concerns:

📧 indiasrmfoods@gmail.com