Refund & Cancellation Policy
Effective Date: 1 June 2025 | Last Updated: 30 July 2026
Quick Summary
- Cancel within 12 hours of placing your order (before dispatch) — WhatsApp or call 94422 52557.
- After 12 hours or once dispatched → cannot cancel (packing has already started).
- Damaged / wrong item: send a photo within 48 hours — we replace or refund 100%, no return needed.
- Prepaid refunds: 5–7 working days to the same UPI/bank account via Razorpay.
- COD orders: simply refuse delivery — no refund process needed.
At House of Madras, we make all our podis and pickles fresh — roasted, ground, and sealed per order. Because of this, our cancellation window is short but our commitment to quality is total. If anything goes wrong, we will make it right.
1. Cancellation Policy
1.1 Before Dispatch — Cancel Within 12 Hours
You can cancel your order within 12 hours of placing it, as long as it has not yet been handed to the courier. To cancel, WhatsApp or call us immediately:
📞 94422 52557 | 💬 WhatsApp us
Please share your Order ID when you contact us. A full refund will be issued for cancellations within this window.
1.2 After 12 Hours — Cannot Cancel
After 12 hours, or once your order has been handed to the courier, cancellation is not possible — because we have already roasted, ground, and sealed your products at that point. FSSAI regulations also do not permit resale of opened or packed food items.
1.3 After Dispatch — Refused Delivery
If you refuse to accept delivery after the order has been dispatched, the package will be returned to us. In this case, a refund will be processed after deducting courier charges and product packaging cost from the refund amount, as these costs have already been incurred.
Our podis and pickles are packed fresh per order. Within 12 hours of your order, we have already roasted the spices, ground them, and vacuum-sealed the pouches. FSSAI (Food Safety and Standards Authority of India) also does not allow resale of opened or processed food — so we cannot repack and resell your order once it is prepared.
1.4 Cancellation by House of Madras
We may cancel an order if the product goes out of stock, there is a pricing error, or delivery to your location is not possible. In all such cases, a full refund will be issued automatically within 5–7 working days.
2. Refund Process
2.1 Prepaid Orders (Online Payment)
If you paid online (UPI, card, net banking, wallet), your refund will be credited to the same account / UPI ID / card used at the time of payment. Refunds are processed via Razorpay within 5–7 working days of approval.
Once we initiate the refund, you will receive a confirmation email with the Razorpay Refund Reference ID. You can track the status using this ID.
2.2 COD Orders (Cash on Delivery)
For Cash on Delivery orders, the simplest approach is to not accept the delivery — no money changes hands, so no refund is needed. If you have already accepted delivery and there is an issue (damaged or wrong item), please contact us and we will resolve it as per Section 3.
2.3 How to Request a Refund
Contact us via WhatsApp or email with your Order ID and the reason. Our team will respond within 1–2 business days.
- WhatsApp / Call: +91 94422 52557
- Email: info@houseofmadras.com
2.4 Refund Timeline
| Step | Timeframe |
|---|---|
| We initiate refund on Razorpay | Within 1–2 working days of approval |
| Razorpay processes the refund | 1 working day |
| Bank / UPI / card network credits your account | 3–5 working days (varies by bank) |
| Total time from approval to receipt | 5–7 working days |
Bank processing times are outside our control. If you do not see the refund within 10 working days, contact your bank with the Razorpay Refund Reference ID, then reach out to us if the issue persists.
3. Damaged, Spoiled, or Incorrect Items
3.1 Damaged or Spoiled on Arrival
We pack everything carefully, but sometimes things happen in transit — a pickle pouch leaks, a podi bag tears, or moisture gets in and clumps the powder. If this happens:
- Take a clear photo of the damaged item (the pouch, the leakage, or the clumped powder).
- Send the photo to us within 48 hours of delivery via WhatsApp (94422 52557) or email (info@houseofmadras.com).
- Include your Order ID in the message.
We will either replace the item or issue a full refund — your choice. You do not need to return the damaged product.
3.2 Wrong Item Sent
If we sent the wrong product (e.g., you ordered Kara Podi but received Idli Podi), here is what we will do:
- We will resend the correct item at no extra cost to you.
- We will arrange pickup of the wrong item from your address — entirely at our cost.
Please contact us within 48 hours of delivery with your Order ID and a photo of the item you received.
4. Non-Refundable Situations
Refunds will not be issued in the following situations:
- The cancellation request was made after dispatch
- The item was perishable and was dispatched in proper condition
- The product was opened, used, or tampered with by the customer
- The damage was caused by the customer during use
- The claim was raised more than 48 hours after delivery
- The order was placed by mistake — please review your cart carefully before checkout
5. Partial Refunds
In cases where only part of an order is affected (e.g., one item out of three is damaged), we will issue a partial refund corresponding to the affected item(s) only.
6. Contact Us
For all refund and cancellation queries, please reach out to us through any of the following channels. We aim to respond within 24–48 business hours.
House of Madras
Email: info@houseofmadras.com
WhatsApp: +91 9442252557
Address: #12 SM Nagar, Sundapalayam Post, Coimbatore – 641007, Tamil Nadu, India
Operating Hours: Monday to Saturday, 9:00 AM – 6:00 PM IST
Razorpay Payment Gateway: All online refunds are processed through Razorpay. Once we initiate the refund, you will receive a confirmation email from Razorpay with a Refund Reference ID. Razorpay is PCI-DSS Level 1 certified and regulated by the Reserve Bank of India.