RETURN & EXCHANGE POLICY

1 Items Eligible for Return & Replacement

At Morfuel India Pvt Ltd, we stand behind the quality, purity, and formulation of every sachet we pack. We accept returns, replacements, and claims under the following circumstances:

• Damaged Items: Products that have arrived with torn pouches, burst sachets, broken seals, or severe external transit crushing.
• Wrong Items Delivered: Packages containing a flavour, quantity, or variant different from what was ordered on your invoice (e.g. received Cold Coffee instead of Choco Fudge).
• Missing Items: Shipments where one or more sachets or bundle items listed on the packing slip are missing.
• Expired Items: In the highly improbable event that a product arrives past its printed "Best Before" expiration date.
• General Returns: Accepted for any reason provided the outer box and individual sachets are completely unopened, unused, untampered, and in original salable condition.

2 48-Hour Claim Window & Required Evidence

Evidence Required for Rapid Verification

To help our team investigate and approve your claim swiftly, customers are required to provide the following details:

1. Order Details: Your Morfuel Order Number (e.g., #MOR-1050) and registered email/phone number.
2. Photographic or Video Proof:
   • A clear photograph or short unboxing video showing the outer shipping box with the courier shipping label and tracking barcode visible.
   • Close-up photos of the affected sachets or products showing the damage, seal breach, or discrepancy.
   • A clear image of the batch number and manufacturing/expiry date printed on the packaging.
3. Description of the Issue: A brief description detailing what went wrong.

3 Remedies: Replacements & Refund Terms

Once your claim and supporting evidence are received, our customer support team verifies the issue within 24 to 48 business hours.

• Free Replacement: Depending on product availability and your preference, Morfuel will dispatch a fresh, complimentary replacement parcel via express courier at zero additional cost to you.
• Refund Option: If a replacement is unavailable or you prefer a refund, an immediate refund authorization will be generated for the affected items.

Refund Methods & Processing Timelines

Refund Timeline: Once approved, the refund is initiated immediately by our gateway. Depending on your issuing bank, the amount will reflect in your account within 5 to 7 business days.

4 First-Order Money-Back Guarantee Policy

Please note that Morfuel does not offer a first-order taste or money-back guarantee.

Because taste and flavour preferences are subjective and individual, we do not accept returns or refunds for opened sachets simply based on personal taste preference. We encourage new customers to explore our single sachets or smaller multi-packs to discover their favourite flavour.

5 Monthly Fuel Box Subscriptions: Cancellation & Pauses

For customers enrolled in our Monthly Fuel Box subscription:

• Pause & Cancellation Anytime: You may pause or cancel your subscription at any time prior to the next scheduled monthly billing date without incurring any fees.
• Processed Billing Cycles: Subscription payments that have already been charged for an upcoming monthly shipment are non-refundable once processed, unless the delivered box qualifies under our damaged, missing, wrong, or expired product criteria.
• Date Changes: You can adjust or shift your next billing or shipment date before the billing cycle begins through your account dashboard or by messaging support.

6 Return Shipping Costs & Return to Origin (RTO)

• Defective / Incorrect Orders: In all cases where Morfuel is at fault (damaged, incorrect, or expired items), Morfuel covers 100% of return logistics and replacement shipping costs.
• Return to Origin (RTO) by Courier: If an order is returned to our facility because the recipient was unavailable after 3 courier attempts, or because an incomplete or invalid address/phone was supplied at checkout, re-shipping charges of ₹49 will apply to dispatch the parcel again.