Return and Refund Policy
MAWELL ZAP
RETURN AND REFUND POLICY
Last Updated: 10 October 2026
This Return and Refund Policy ("Policy") governs the return, replacement and refund of Products purchased through MAWELL ZAP, including damaged Products, incorrect Products, expired Products, rejected deliveries and Undelivered Shipments.
This Policy applies to all Orders placed with Maruthi Venkatasai Foods Pvt Ltd, having its registered office at COMMERCIAL PORTIONS, H NO. 7-1/G6, 2/1A & 2/1B, SY NO 111/PART, Bahadurpally, Hyderabad, Telangana – 500043, India (hereinafter referred to as "MAWELL ZAP", "Company", "we", "us" or "our"), by Buyers ("User", "Buyer", "you" or "your") through www.mawellzap.com and the MAWELL ZAP mobile application (collectively referred to as the "Platform").
Any capitalized terms used herein and not explicitly defined shall have the same meaning as defined in the Terms and Conditions of MAWELL ZAP.
We may modify this Policy from time to time. Any changes will be published on the Platform and shall become effective from the specified date, subject to Applicable Laws. Users are encouraged to review this Policy periodically.
I. RETURN REQUESTS
1. Eligibility for Return
(i) The Buyer may raise a Return Request through MAWELL ZAP Customer Support for any of the following reasons:
a. The Product delivered is physically damaged, defective or has damaged packaging affecting its condition, safety or usability.
b. The Product delivered has expired or was supplied after its stated expiry date.
c. The Product delivered is incorrect or does not match the Product ordered or its agreed specifications.
(ii) Buyers may also report missing Products, quantity shortages or other delivery discrepancies. Such complaints shall be investigated and resolved according to the circumstances and Applicable Laws.
(iii) Return Requests may arise from issues attributable to the Company's delivery operations or authorized third-party Logistics Partners, including damage during transportation or incorrect delivery.
(iv) All Return Requests are subject to verification, the applicable reporting timelines and the provisions of this Policy.
2. Return Request Timelines
(i) Damaged Products: The Buyer must raise a Return Request within 24 (twenty-four) hours from the time of delivery.
(ii) Wrong Products: The Buyer must raise a Return Request within 24 (twenty-four) hours from the time of delivery.
(iii) Expired Products: Return Requests relating to expired Products shall be reviewed on a case-by-case basis, considering the Product category, expiry information, batch details, delivery date and supporting evidence.
(iv) Complaints regarding missing Products or quantity shortages shall be assessed based on the nature of the discrepancy, delivery records and supporting information.
(v) Buyers are encouraged to inspect all Products immediately upon delivery and report any visible discrepancies promptly.
(vi) Requests submitted beyond the applicable reporting period may be reviewed at the Company's discretion. Nothing in this Policy shall restrict statutory rights or remedies that cannot lawfully be excluded.
II. DAMAGED OR DEFECTIVE PRODUCTS
A. Damaged Shipment
(i) The Buyer may initiate a Return Request if Products are delivered in a damaged or defective condition, including damage occurring during transportation.
(ii) The Buyer must report the damaged Product to MAWELL ZAP Customer Support within 24 (twenty-four) hours of delivery.
(iii) Where damage is visible at delivery, the Buyer should immediately notify the delivery personnel and, where reasonably possible, record the damage on the delivery acknowledgment.
(iv) At the time of submitting the Return Request, the Buyer may be required to provide supporting evidence, including:
a. Order ID and Order details.
b. Images of the damaged Product.
c. Images of the outer packaging.
d. Images clearly showing the damage or defect.
e. An unboxing video or other relevant video evidence, where available.
f. Copy of the Invoice or proof of purchase.
(v) MAWELL ZAP may request additional information reasonably necessary to verify the claim.
(vi) Where physical inspection is necessary, MAWELL ZAP may arrange collection of the affected Products through its delivery personnel or authorized Logistics Partners.
(vii) Where the issue is attributable to MAWELL ZAP or its delivery arrangements, the Buyer shall not be charged for authorized reverse pickup.
(viii) Upon receipt of the returned Products at the Company's designated facility, MAWELL ZAP shall complete the return inspection within 3 (three) working days.
(ix) If the damage or defect is confirmed, MAWELL ZAP may approve a replacement, refund or other appropriate resolution.
(x) Approved refunds shall be processed within 7 (seven) working days from the date of refund approval.
III. EXPIRY-RELATED ISSUES
A. Expired Products
(i) The Buyer may raise a Return Request where Products are delivered after their stated expiry date.
(ii) Return Requests concerning expired Products shall be reviewed on a case-by-case basis.
(iii) The Buyer should provide relevant details, including:
a. Product name.
b. Order ID and Invoice details.
c. Batch or lot number, where available.
d. Manufacturing date and expiry date displayed on the packaging.
e. Photographs clearly showing the expiry information.
(iv) MAWELL ZAP may verify the complaint against Order records, Product details, batch information and relevant delivery records.
(v) Where physical inspection is necessary, the Company may arrange collection of the affected Products.
(vi) Upon receipt of the returned Products at the designated facility, the inspection shall be completed within 3 (three) working days.
(vii) Where the expiry-related issue is confirmed, MAWELL ZAP shall arrange an appropriate replacement, refund or agreed credit-note adjustment.
(viii) Approved refunds shall be processed within 7 (seven) working days from the date of refund approval.
(ix) Buyers should not sell, distribute or use Products reasonably suspected to be expired or unsafe while the complaint is being investigated.
IV. WRONG PRODUCTS DELIVERED
(i) If the Buyer receives a Product different from the Product ordered, the Buyer must raise a Return Request within 24 (twenty-four) hours of delivery.
(ii) The Buyer may be required to provide:
a. Order ID and Invoice details.
b. Images of the Product received.
c. Product name, quantity and packaging details.
d. Images of the shipping label or delivery documentation, where available.
(iii) MAWELL ZAP shall verify the complaint against the original Order and delivery records.
(iv) If the wrong Product was supplied due to an error attributable to MAWELL ZAP or its Logistics Partners, the Company may arrange collection and replacement of the incorrect Product or provide an appropriate refund.
(v) The Buyer shall not be charged for authorized collection of Products incorrectly supplied by the Company.
(vi) Where the Product is returned to the Company's designated facility, inspection shall be completed within 3 (three) working days of receipt.
(vii) Approved refunds shall be processed within 7 (seven) working days from the date of refund approval.
V. RETURN PICKUP AND VERIFICATION
(i) Upon receipt of a Return Request, MAWELL ZAP shall review the submitted information and determine whether a physical return or inspection is necessary.
(ii) Where return pickup is approved, the Company may arrange collection through its own delivery operations or an authorized Logistics Partner.
(iii) Buyers should preserve the affected Products and, where reasonably possible, their original packaging, labels and relevant documentation until the return process is completed.
(iv) Products handed over for return must correspond to the Product, quantity and issue identified in the Return Request.
(v) Returned Products shall be inspected within 3 (three) working days from the date they are received at the Company's designated facility.
(vi) The inspection may include verification of Product identity, quantity, packaging, batch information, condition and the reported issue.
(vii) If the returned Product materially differs from the Product identified in the Return Request, MAWELL ZAP may request clarification or reject the claim where justified by the evidence.
(viii) Where a Product cannot reasonably be returned because of its condition or a safety concern, the Company may determine an alternative verification or resolution procedure.
(ix) The Company shall communicate the outcome of the inspection and the applicable resolution to the Buyer.
VI. DECISION ON RETURN REQUESTS
A. Approval of Return Request
(i) A Return Request may be approved following reasonable verification of the claim and supporting information.
(ii) Upon approval, MAWELL ZAP shall communicate the applicable resolution to the Buyer.
(iii) Depending on the circumstances, the resolution may include:
a. Replacement of the affected Product.
b. Refund of the eligible Product amount.
c. Issuance of an appropriate credit note.
d. Another resolution agreed between the Buyer and the Company.
(iv) Approved refunds shall be processed within 7 (seven) working days from the date of refund approval.
(v) The refund amount shall be determined based on the affected Products, applicable Invoice details and circumstances of the claim.
B. Rejection of Return Request
(i) A Return Request may be rejected where:
a. The Buyer fails to provide reasonably necessary information despite appropriate follow-up.
b. Available evidence does not substantiate the reported issue.
c. The Product submitted for return does not match the Product identified in the claim.
d. The issue arose solely from improper storage, handling or damage caused after delivery and transfer of risk to the Buyer.
e. The claim is fraudulent or materially misleading.
f. The request falls outside the applicable reporting period and no statutory or other enforceable right to a remedy applies.
(ii) MAWELL ZAP may investigate repeated or suspicious Return Requests. A history of previous returns shall not, by itself, invalidate an otherwise legitimate claim.
(iii) The Buyer may contact Customer Support for clarification regarding a rejected Return Request.
C. Exceptional Cases
In exceptional circumstances involving verified service deficiencies, delivery discrepancies or other legitimate concerns, MAWELL ZAP may offer an appropriate resolution on a case-by-case basis, subject to Applicable Laws.
VII. REJECTION AT THE TIME OF DELIVERY
(i) If Products are visibly damaged, incorrect or expired at the time of delivery, the Buyer may immediately report the issue to the delivery personnel.
(ii) Where appropriate, the Buyer may refuse acceptance of the affected Products and request that the reason for rejection be recorded in the delivery acknowledgment.
(iii) The delivery personnel may return the rejected Products to MAWELL ZAP for verification.
(iv) Upon receipt at the Company's designated facility, the rejected Products shall be inspected within 3 (three) working days.
(v) Where the issue is confirmed, the Company shall arrange an appropriate replacement, refund or other applicable resolution.
(vi) Approved refunds shall be processed within 7 (seven) working days from the date of refund approval.
(vii) A Buyer who has accepted delivery is not automatically prevented from raising a valid claim for a defect or discrepancy discovered subsequently, subject to the applicable reporting requirements and statutory rights.
VIII. UNDELIVERED SHIPMENTS
A. Delivery Attempts
(i) MAWELL ZAP or its authorized Logistics Partners shall make reasonable efforts to deliver accepted Orders to the designated delivery address.
(ii) The number of delivery attempts shall be determined on a case-by-case basis, depending on operational feasibility, the reason for delivery failure, Product condition and the applicable delivery arrangements.
(iii) MAWELL ZAP may contact the Buyer to clarify delivery information or coordinate another delivery attempt where reasonably practicable.
(iv) The Company does not guarantee unlimited delivery attempts.
(v) Where additional delivery attempts are not reasonably feasible, the Shipment may be classified as an Undelivered Shipment.
B. Circumstances Resulting in Undelivered Shipment
Despite reasonable delivery efforts, a Shipment may remain undelivered for reasons including:
a. The Buyer or Consignee refuses delivery.
b. The Buyer or Consignee is unavailable at the designated delivery location.
c. The Buyer provides incorrect or incomplete shipping information.
d. The delivery address cannot reasonably be located.
e. The Buyer or Consignee cannot make the required payment at delivery.
f. The Buyer requests delivery on a later date that cannot be accommodated.
g. The delivery location is outside the Company's serviceable area.
h. Delivery is prevented by logistical, safety, regulatory or other circumstances beyond reasonable control.
Such a Shipment may be classified as an "Undelivered Shipment".
C. Undelivered Shipment Processing
(i) Where a Shipment cannot be delivered, MAWELL ZAP may attempt to contact the Buyer using the registered contact details.
(ii) Depending on the circumstances, the Company may:
a. Reschedule delivery where feasible.
b. Request correction of the delivery details.
c. Arrange return of the Shipment to its facility.
d. Cancel the affected Order and initiate the applicable refund process.
(iii) The Company may verify the circumstances of failed delivery before determining the appropriate resolution.
(iv) Any additional charges relating to a Buyer-requested redelivery must be communicated and agreed where applicable.
IX. REFUNDS FOR UNDELIVERED SHIPMENTS
(i) If a Buyer has paid in advance for an Order that is subsequently confirmed as an Undelivered Shipment and cannot be fulfilled, MAWELL ZAP shall arrange a refund of the amount payable for the undelivered Products.
(ii) The refund may be processed through the original payment method or another appropriate and agreed method.
(iii) Where the original payment method does not support a refund, the Company may request suitable bank account details to facilitate payment.
(iv) Once the Shipment has been confirmed as undelivered, the Order is cancelled and the refund is approved, MAWELL ZAP shall process the refund within 7 (seven) working days from the date of refund approval.
(v) If a refund is not processed within the stated period, the Buyer may contact Customer Support for assistance.
(vi) MAWELL ZAP may investigate the delivery status with its Logistics Partner or internal delivery team where necessary.
(vii) No refund shall be withheld contrary to Applicable Laws or the Company's binding contractual obligations.
X. REFUND METHODS AND PROCESSING
A. Refund Methods
For approved returns, rejected deliveries and Undelivered Shipments, MAWELL ZAP may provide refunds through:
(i) Original Payment Method: Refund to the payment channel originally used by the Buyer, where supported.
(ii) Bank Transfer: Refund to an appropriately verified bank account of the Buyer.
(iii) Credit Note: Adjustment against an eligible outstanding amount or future purchase, where agreed and permitted by Applicable Laws.
B. Refund Processing Timeline
(i) All approved refunds shall be processed within 7 (seven) working days from the date of refund approval.
(ii) The refund approval date shall be the date on which MAWELL ZAP completes the applicable verification and confirms that the refund is payable.
(iii) Where a refund is issued through an electronic payment channel, the time taken for the amount to appear in the Buyer's account may depend on the relevant bank or payment service provider.
(iv) Any applicable credit note shall be issued in accordance with relevant GST and accounting requirements.
(v) Buyers may contact Customer Support if an approved refund has not been processed within the stated timeframe.
(vi) For this Policy, a "Working Day" means Monday to Saturday, excluding public holidays observed by the Company and applicable banking holidays.
XI. NON-RETURNABLE PRODUCTS
(i) Products shall not ordinarily be eligible for return solely because the Buyer no longer requires them, has excess stock or has changed their purchasing decision, unless otherwise agreed by MAWELL ZAP.
(ii) Products damaged due to improper handling or storage after delivery may not qualify for return where the damage is attributable to the Buyer.
(iii) Products that have been altered, tampered with or materially changed after delivery may be ineligible for discretionary returns.
(iv) These exclusions shall not apply where a return, refund, replacement or other remedy is required under Applicable Laws or where the Company is responsible for the reported issue.
XII. BUYER RESPONSIBILITIES
The Buyer shall:
(i) Provide accurate Order, billing and delivery information.
(ii) Inspect delivered Products promptly.
(iii) Report damaged Products within 24 hours of delivery.
(iv) Report incorrect Products within 24 hours of delivery.
(v) Report expired Products promptly upon discovery, with such claims reviewed on a case-by-case basis.
(vi) Provide genuine supporting information and documentation for Return Requests.
(vii) Preserve affected Products where reasonably necessary for verification.
(viii) Cooperate with authorized return pickup and inspection procedures.
(ix) Refrain from submitting fraudulent, misleading or duplicate claims.
XIII. GRIEVANCE MECHANISM
(i) The Buyer may submit any grievance relating to Return Requests, refund processing, rejected deliveries, Undelivered Shipments or other matters arising under this Policy to the Company.
(ii) MAWELL ZAP shall endeavour to address grievances within the timelines prescribed under Applicable Laws.
GRIEVANCE OFFICER
Grievance Officer
Maruthi Venkatasai Foods Pvt Ltd
COMMERCIAL PORTIONS, H NO. 7-1/G6, 2/1A & 2/1B, SY NO 111/PART, Bahadurpally, Hyderabad, Telangana – 500043, India.
Email: help@mawellsupermart.com
Phone: +91 9154386686
XIV. CUSTOMER SUPPORT
For assistance relating to returns, replacements, refunds, Order discrepancies or Undelivered Shipments, Buyers may contact:
Company: Maruthi Venkatasai Foods Pvt Ltd
Customer Support Email: mvsretailpvtltd@gmail.com
Contact Number: +91 9154386686
Website: www.mawellzap.com
Support Channel: Buyers may contact the customer support team through the details above or through available support options on the Platform.
XV. GENERAL PROVISIONS
(i) This Policy shall be read together with the MAWELL ZAP Terms and Conditions, Shipping Policy, Payment Policy and Privacy Policy.
(ii) In the event of any inconsistency, mandatory provisions of Applicable Laws shall prevail.
(iii) MAWELL ZAP may amend this Policy from time to time, subject to applicable notification requirements.
(iv) Nothing in this Policy shall restrict or exclude any statutory right or remedy that cannot lawfully be waived.
(v) This Policy shall be governed by the laws of India. Subject to Applicable Laws and the jurisdiction of competent statutory forums, disputes shall be subject to the jurisdiction of competent courts in Hyderabad, Telangana.
MARUTHI VENKATASAI FOODS PVT LTD
MAWELL ZAP — B2B Wholesale Grocery Platform
Website: www.mawellzap.com
Email: mvsretailpvtltd@gmail.com
Phone: +91 9154386686
GSTIN: 36AAQCM5019G1ZA
End of Return and Refund Policy
