Refund policy
Return and Refund Policy
At Keraloma, we take pride in delivering authentic Kerala snacks of the highest quality. Please read our return and refund policy carefully before placing your order.
Shipping Timeline
Orders are typically shipped within 3-7 business days from the date of order confirmation. Delivery times may vary depending on your location.
Return and Exchange Eligibility
We accept returns and exchanges only under the following conditions:
- Returns or exchange requests must be raised within 24 hours of delivery.
- Returns are accepted only if the product received is mismatched (a different item than what was ordered) or if the product is expired at the time of delivery.
Conditions for Returns
- The product package must not be opened. We will not accept returns for any product whose packaging has been opened or tampered with.
- Customers must record a video while opening the package. This video serves as mandatory proof for any return or exchange claim. Claims without video proof will not be entertained.
How to Initiate a Return
- Contact us within 24 hours of receiving your order with your order number and a description of the issue.
- Share the unboxing video as proof showing the condition of the package and the product inside.
- Once your request is reviewed and approved, we will guide you on the return process.
Refund Process
- Approved refunds will be processed back to the original payment method within 7-10 business days.
- Refunds are issued only for the product amount. Shipping charges, if any, are non-refundable.
Non-Returnable Items
- Products with opened or damaged packaging (unless the damage was caused during shipping and is supported by video proof).
- Products for which the 24-hour return window has passed.
- Products that do not meet the mismatched or expired criteria.
Contact Us
For any return, exchange, or refund queries, please reach out to our customer support with your order details and unboxing video proof.