Returns & Refunds Policy

1. Overview

This Returns and Refund Policy is issued by Mom's Salty Fish, a sole proprietorship owned and operated by Dhanalakshmi, located at 3/203, South Street, Vanagiri (P.O), Sirkazhi (T.K), Mayiladuthurai (D.T), Tamil Nadu – 609105.

This policy is governed by the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 of India. By placing an order on our website, you agree to the terms of this policy.

2. When a Refund is Applicable

We will process a full refund or replacement only in the following situations:

• Wrong product delivered: You received a product different from what you ordered (e.g., different species, different weight variant).
• Damaged packaging: The vacuum-sealed packaging arrived broken, torn, punctured, or compromised during transit, such that the product is exposed or spoiled.

The following are not eligible for refund or return:

• Dislike of taste, flavour, or smell
• Incorrect quantity or variant selected by the customer at the time of ordering
• Damage caused by improper storage after delivery
• Issues reported after 48 hours of delivery
• Partially consumed products

3. How to Report an Issue

If your order qualifies for a refund under Section 2, follow these steps immediately:

1. Inspect your order within 48 hours of delivery. Do not discard the packaging.
2. Take clear photographs of the outer packaging, the shipping label (showing your order number), and the product itself showing the damage or wrong item.
3. Contact us via WhatsApp at +91 88708 41167 or email at support@momssaltyfish.com. Include your order number and the photographs.
4. Our team will review your request within 1–2 business days and respond with our decision.
5. If approved, your refund will be processed within the timeline specified in Section 4.

4. Refund Method & Timeline

Once your refund is approved by our team:

• Refunds are issued via UPI transfer to the UPI ID or phone number you provide.
• Refunds are processed within 5–7 business days from the date of approval.
• We do not issue refunds in cash or by cheque.
• You will receive a WhatsApp or email notification once the refund is initiated.

5. Replacement Option

In eligible cases, we may offer a free replacement shipment instead of a refund, at our discretion. We will discuss the best resolution with you when you contact us.

Replacement shipments are subject to product availability and will be dispatched within 2–3 business days of approval.

6. Order Cancellation

You may cancel your order only if it has not yet been dispatched (status = "Placed"). Once the order is confirmed or shipped, cancellation is not possible.

• To cancel, use the "Cancel Order" button on your My Orders page, or contact us immediately via WhatsApp.
• If cancelled before dispatch, a full refund will be issued via UPI within 5–7 business days.
• Orders already packed and handed to the courier cannot be cancelled.

7. Dispute Resolution

We aim to resolve all customer issues fairly and promptly. If you are not satisfied with our resolution, you may approach the relevant consumer forum under the Consumer Protection Act, 2019. The jurisdiction for all disputes is Mayiladuthurai District, Tamil Nadu, India.

You may also file a complaint at the National Consumer Helpline: 1800-11-4000 or visit consumerhelpline.gov.in.