Return, Refund & Replacement Policy

Effective Date: September 11, 2026

At Bihar Makhana Export, we take the highest precautions in grading, processing, packaging, and shipping our premium Foxnut (Makhana) products under our registered FSSAI standards.

1. General Policy: Non-Returnable & Non-Refundable

Because Makhana is an edible, food-grade commodity certified under FSSAI License No. 20425061000716, products once sold and delivered are strictly non-returnable and non-refundable. Due to strict food safety, public health, and hygiene guidelines, food items returned to inventory cannot be restocked or resold.

2. Exceptions: Damaged, Tampered, or Missing Items

A replacement or refund will only be evaluated under the following specific circumstances:

  • The outer packaging or product packet was received physically crushed, damaged, or torn during transit.
  • The factory seal on the individual Makhana packet was compromised or tampered with prior to delivery.
  • Items are missing from the package compared to your paid order invoice.

3. Mandatory 48-Hour Unboxing Video Requirement

To prevent fraudulent claims and to initiate an investigation with our courier and packaging teams, a comprehensive unboxing video is mandatory.

Claim Eligibility Criteria:

  • Submission Deadline: You must report the issue within 48 hours of package delivery (as verified by the courier tracking status).
  • Uncut, Continuous Video: The video must start before the package is opened. It must show:
    1. The outer box or flyer from all sides, including a clear, readable view of the shipping label and tracking number.
    2. The process of slicing/opening the package seals in real time without cuts, pauses, or post-production edits.
    3. The immediate condition of the inner packets, seals, and actual contents.
  • Failure to Comply: If an unedited, complete unboxing video from scratch is not provided, or if the claim is submitted after the 48-hour window has lapsed, the claim will be summarily rejected without exception.

4. How to Submit a Claim

  1. Email biharmakhanaexport15@gmail.com or send a WhatsApp message to +91 91231 80251.
  2. Include your Order ID, Invoice Copy, a clear description of the issue, and attach or link the unedited Unboxing Video.
  3. Our verification team will assess the claim within 2 to 3 business days.

5. Resolution: Replacement vs. Refund

  • Approved Damaged/Missing Items: If your claim is verified and approved, we will immediately dispatch a fresh replacement packet at no additional shipping charge.
  • Refunds: If a replacement is unavailable or mutually agreed upon, a refund will be issued back to the original method of payment (bank account/UPI/card) within 5 to 7 business days following verification.