Return & Refund Policy

At Maazu, your satisfaction is our priority. We stand behind the quality of every product we deliver. If something is not right — wrong item, damaged product, or a quality concern — we will make it right.

You are eligible for a return, replacement, or refund in the following situations:

• Wrong item delivered: You received a different product than what you ordered
• Damaged product: Item was visibly damaged, broken, or leaking at delivery
• Expired product: Item received was past its "Best Before" or expiry date
• Missing item: An item from your order was not included in the delivery
• Quality issue: Fresh produce that is visibly spoiled, rotten, or unfit for consumption
• Quantity mismatch: You received less than the quantity ordered and paid for

All return requests must be raised within 24 hours of delivery through the app or by contacting our support team.

The following are generally not eligible for return:

• Products partially consumed, opened, or tampered with after delivery (unless defective)
• Fresh produce returned solely due to change of mind (not quality-related)
• Products damaged by the customer after delivery
• Items where the return request is made more than 24 hours after delivery
• Opened personal hygiene products (bath and body, cleaning)
• Items under promotional terms explicitly excluding returns

Steps to raise a return or refund request:

1. Open the Maazu app and go to My Orders
2. Select the relevant completed order
3. Tap Issue with Order and choose the affected item(s)
4. Select the issue type (wrong item, damaged, expired, missing, etc.)
5. Upload a clear photo of the item if prompted
6. Submit the request

Our team will review your request within 2–4 hours and respond via the app or a call.

If you receive a damaged or incorrect item:

• Do not discard the item before contacting us — we may need a photo for our records
• Take a clear photograph and submit it with your return request
• Our team will verify the claim and issue a replacement or full refund within 24 hours of approval

In most cases, you do not need to return the product. We will arrange a pick-up only if required for quality investigation.

Once your return or refund request is approved:

You will receive an in-app notification and email/SMS confirmation once your refund has been processed.

For eligible claims, you can choose between a full refund or a replacement delivery of the same item. Replacements are subject to product availability and will be delivered at no additional charge. If the replacement item is unavailable, we will automatically issue a full refund.

For return requests, refund status enquiries, or order-related issues:

• Email: contact@maazu.store
• Phone: +91 98307 17132
• Address: Maazu, Samsul Huda Road, Kolkata 700017, West Bengal, India