At Mentosaife our approach to credit and returns has remained simple and aimed at unquestionable customer satisfaction. In the event, if you are displeased with the products provided, we will refund back the money, provided the reasons are genuine and proved after investigation. mentosaife will continue to return for credit any product not accepted at time of delivery. After delivery, our credit and return policy is limited within certain guidelines.
As a general rule you shall be entitled to cancel your order once placed. You may choose to cancel the order within 24 hrs of placing the order. However, order cancellations on the day of delivery will not be allowed looking into the nature & perishability of the products.
If you wish to cancel your order after the cut off time but prior to delivery, mentosaife reserves the right to charge you in full for an amount equal to the value or your order, including any delivery cost, with a right to either not to refund the order value in case your order is prepaid or recover from your subsequent order in case your order is postpaid.
Where you order goods are unavailable for any reason, we shall notify you and we will either send a replacement product with your order or organize a full refund or a voucher within 10-12 days.
Non customer cancellation
- Mentosaife reserves the right to charge you cancellation fee for the orders constrained to be cancelled by Mentosaife for reasons not attributable to Mentosaife, including but not limited to:
- in the event if the address provided by you is either wrong or falls outside the delivery zone or
- failure to contact you by phone or email at the time of delivering the order booking or
- failure to deliver your order due to lack of information, direction or authorization from you at the time of delivery or
- in the unlikely event of an item on your order being unavailable, Mentosaife will contact you on the phone number provided to us at the time of placing the order and inform you of such unavailability. In such an event you will be entitled to cancel the entire order and shall be entitled to a refund to an amount upto 100% of the order value.
- In case of cancellations for the reasons attributable to Mentosaife or delivery partners, Mentosaife shall not charge you any cancellation fee.
- Please inspect all ready-to-eat products, fresh meat and poultry products thoroughly at the time of delivery. Due to product integrity and food safety concerns resulting from excessive handling, temperature control fluctuations, and other chain of product control quality issues, ready-to-eat products, fresh meat and poultry products are not returnable except at time of delivery.
- The Buyer is advised to verify the item before usage and ascertain whether the product received is the same as the one ordered. In case the item is found to be a wrong item, then bring it to the knowledge of Mentosaife immediately so that Mentosaife can arrange for the pickup. In such cases a refund or replacement request should be initiated within 30 minutes of delivery by calling @ the customer care no or by sending an email to firstname.lastname@example.org. A refund or replacement will be initiated for following cases
- Quality issues
- Quantity mismatch
- Items not as per description/wrong item.
- You shall also be entitled to a refund of partial or complete order value in the event packaging of an item in an order or the complete order, is either tampered or damaged and you refuse to accept at the time of delivery
- You may be entitled to a refund upto 100% of the order value if Mentosaife or its Partner fails to deliver the order to you due to a causes attributable to Mentosaife or its Partner , however such refunds will be assessed on a case to case basis by Mentosaife Note: We do not penalize our Partners for delay, caused due to external factors
- All refund amounts shall be credited to your account as may be stipulated as per the payment mechanism of your choice
- In case of returns, once your return is received and inspected, we willsend you an email or sms to notify you that we have received your returned item. We will also notify you of the approval or rejection of yourrefund. If your return is approved,then yourrefund will be processed, and a credit will automatically be applied to your credit card provided at the time of purchase and in case of payment gateway, refund will be made to the same account, within a certain amount of days.
- Our decision on refunds shall be final and binding
Late or missing refunds (if applicable) If you haven’t received a refund yet –
- First check your bank account again.
- Then contact your credit card/debit card company, it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
In case of payment at the time of delivery, you will not be required to pay for:
- Orders where packaging is either tampered or damaged at the time of delivery.
- Wrong order being delivered; or
- Items missing from your order at the time of delivery.
Provided the same is communicated to Mentosaife or its partner before the order is marked delivered.