Cancellation & Refund Policy

This Cancellation & Refund Policy sets out how Aalaa handles order cancellations, returns, and refunds, and forms part of our Terms & Conditions. As our products, honey, oils, spices, and millets, are consumable food items, this policy reflects standard practice for edible goods while ensuring you are protected where something has genuinely gone wrong.

Cancelling an order

An order may be cancelled from your account at any point before it has been packed for dispatch. Once an order has been marked as shipped, it is already with our courier partner and can no longer be cancelled on our end. If a shipped order is no longer wanted, it may be refused on delivery and will be treated as a failed delivery.

Cancelled orders paid for online are refunded in full to the original payment method. For Cash on Delivery orders, cancellation simply means no payment is collected.

Damaged or incorrect items

If an item arrives damaged, for example a cracked jar or a torn pouch, or if the wrong product is received, please photograph the item and its packaging as soon as it is opened and emailhello@aalaa.co.in within 48 hours of delivery with your order ID and the photos. We will arrange a replacement or a refund, whichever is appropriate, and in most cases this does not require the item to be returned to us first.

Change of mind returns

As our products are food items intended to be opened and consumed, we are unable to accept returns based on a change of mind or personal taste preference. This is standard practice for edible goods and helps us maintain the hygiene and quality standards we hold ourselves to. Where a product does not genuinely match its description on the Site, please contact us and we will review the matter. Individual products may also be marked non-returnable on their product page, for example personalised or made-to-order items; where shown, that note applies in addition to this policy.

Quality concerns

If a product does not meet the quality you would reasonably expect, such as contamination, an unusual smell or taste, or a seal that was already broken on arrival, please let us know within 7 days of delivery, with photographs where possible. Every batch is checked before dispatch, and where a genuine quality issue has occurred, we will arrange a replacement or refund.

How refunds are processed

Approved refunds for online payments are returned to the original card, UPI ID, or bank account used for payment, through Razorpay, and typically reflect within 5 to 7 business days depending on your bank. Aalaa Points earned on a refunded order are deducted from your balance accordingly. Where those points have already been redeemed, the adjustment will be applied against a future order rather than requested back immediately.

What this policy does not cover

• Natural variation between batches, such as honey crystallization, oil colour, or spice aroma
• Products that have been opened and partially used, unless the quality concern applies to the entire batch
• Delivery issues caused by an incorrect or incomplete address provided at checkout
• Damage reported more than 48 hours after delivery, or quality concerns reported after 7 days

Wholesale and retail partner orders

Orders placed by registered retail and wholesale partners are subject to the same principles set out above, with specific timelines agreed individually where order volume or delivery arrangements differ from a standard retail order.

Contact us

For any cancellation, return, or refund request, please contact us with your order ID athello@aalaa.co.in or +91 9940858614.
Aalaa, Karur, Tamil Nadu, India.