Effective Date: 01 August 2026

At Mellow Food Products, we take pride in the quality of our authentic Kithul treacle and related items. Because our products are consumable food items, we have strict guidelines regarding returns and refunds to ensure health and safety standards are maintained.

1. Eligibility for Returns & Refunds

We only accept return or refund requests under the following circumstances:

• Damaged in Transit: The product packaging is broken, leaking, or compromised upon delivery.

• Incorrect Item Received: You received a product different from what you ordered.

• Spoiled/Defective Product: The product is expired or clearly spoiled upon opening (must be reported immediately upon delivery).

Note: We do not offer refunds for “change of mind” or if you simply do not like the taste of the product.

2. Timeframe for Reporting

To be eligible for a refund or replacement, you must contact us within 3 days of receiving your order. Requests made after this period will not be accepted.

3. How to Request a Refund or Replacement

If your order meets the eligibility criteria above, please follow these steps:

1. Contact our customer support team at mellowfp@gmail.com or via WhatsApp at 94 773 123 839.

2. Provide your Order Number.

3. Attach clear photographs of the damaged, incorrect, or defective item, including the shipping label and packaging.

4. Refund Process

Once your request and photos are reviewed and approved, we will offer you the choice of:

• A full replacement of the affected product shipped to you at no additional cost.

• A refund applied to your original method of payment (or via bank transfer for Cash on Delivery orders).

• Store credit for your next purchase at Mellow Food Products.

Please allow 5-7 business days for the refund to reflect in your bank account, depending on your financial institution.

5. Return Shipping

Because our items are food products, we generally do not require you to ship the damaged or defective item back to us. If we do require the physical return of an incorrect item, we will arrange the courier pickup and cover the shipping costs.

6. Contact Us

For any issues regarding your order, please reach out to us:

• Email: mellowfp@gmail.com

• Phone/WhatsApp: 94 773 123 839