Refunds & Returns

Last updated 22 October 2026

The short version: if we got it wrong, we fix it. Write to us within seven days of delivery and we will replace the item or refund you.

If something is damaged, missing or wrong

Tell us within seven days of delivery. Send a photograph of the item and the packaging to chaicoffee@jugmugthela.com with your order number. A photograph settles most of these in one exchange rather than three.

We will send a replacement or refund you, whichever you prefer. You will not pay return postage on an order we got wrong, and in most cases we will not ask for the item back.

If your parcel has not arrived

Write to us with your order number. We will chase the courier, and if the parcel is genuinely lost we will resend it or refund you. We would rather you told us early than waited politely.

What we cannot take back

Food that has been opened cannot be returned or resold, so we cannot accept it back unless there is something wrong with it. This is a food safety rule rather than an unwillingness to help.

We also cannot refund a blend simply because it was not to your taste. Our spice blends are described honestly and in detail precisely so you can judge before buying — and if you are unsure which one you want, write to us and we will tell you which to start with.

Small differences in colour, aroma and strength between batches are normal in anything made from whole spices in small quantities, and are not a fault.

Cancelling an order

If your order has not yet been dispatched, write to us and we will cancel it and refund you in full. Once it is with the courier we cannot pull it back, but the sections above still apply when it reaches you.

How a refund reaches you

Refunds go back through Razorpay to the method you paid with. We process them within three working days of agreeing the refund; after that it depends on your bank, which usually takes a further five to seven working days.

If the money has not appeared ten working days after we told you it was sent, write to us and we will trace it.

Bulk and gifting orders

Large or made-to-order orders — hampers, office supply, anything assembled specially for you — are agreed in writing beforehand, and those terms take precedence over this page. We will always be clear about that at the time rather than after the fact.

Talking to a person

Email chaicoffee@jugmugthela.com, or call the café on +91 98714 70507. We are a small team and we read everything that arrives.