Cancellation & Refund Policy

1. Order Cancellation Policy

• Cancellation Before Dispatch: You may cancel an order free of charge at any time before it is marked as "Out for Delivery / Handed over to Driver" on the portal. You can cancel via the order screen or by contacting our customer helpline immediately.
• Cancellation After Dispatch: Once the assigned delivery agent has departed the local hub with your temperature-controlled crate, orders cannot be cancelled mid-transit due to the perishable nature of fresh poultry produce.

2. Returns & Damaged / Cracked Goods

Due to hygiene, food safety, and the perishable nature of farm eggs, we cannot accept physical returns of opened or unpacked food items once delivered. However, we provide complete refund or replacement coverage under the following circumstances:

• Transit Breakage: Eggs broken, cracked, or crushed during delivery transit.
• Quality Concerns: Rotten, foul-smelling, or substandard eggs upon opening.
• Incorrect / Missing Items: Wrong tray variant delivered or missing items from the crate.

Reporting Window: To claim a refund or replacement for damaged items, please notify our support team within 24 hours of delivery by sending a clear photo/video of the affected items to WhatsApp (+91 96326 66400) or email (support@mahotifarms.com).

3. Refund Processing Timelines & Methods

Once your refund request is reviewed and approved by our quality team, the refund will be initiated immediately. The settlement timeframe depends on your chosen refund channel:

4. Non-Refundable Scenarios

Refunds cannot be issued under the following circumstances:

• Orders delivered to an incorrect or incomplete address provided by the customer.
• Customer unavailable or unreachable at the provided phone number during delivery attempts.
• Quality issues reported more than 24 hours after delivery.
• Improper storage of fresh eggs by the customer post-delivery (e.g., exposed to direct high heat).