Our spirit is to play fair and ensure you don’t lose your money for any fault of ours. Our policies are ruled by that spirit. Please get in touch if something went wrong.
Shipping speed:We offer Shipping to most Pincodes in India. Currently, we are not doing international shipping. Please allow 1-3 working days for your order to be dispatched. Normally orders are shipped the next day, provided card security checks are complete, payment is received and stock availability is confirmed. Orders received on a Sunday or during holidays are dispatched the following Monday or the next working day. During busy times, such as holiday periods, there can be processing and shipping delays.
Based on the Pincode, a suitable courier is assigned for your shipment. In case of delays to shipping, we either seek permission from you to delay shipments or partially ship the order, based on your confirmation. The balance amount is refunded to your account which may take 24-48 hours to reflect into your account.
Tracking:
An E-mail and/or text message containing your package tracking information will be sent after shipment. Please email us at quality@msrcoconutoil.com if you have any queries.
Refusal to accept, unable to deliver:
In cases of your refusal to accept shipped products, the actual return service costs will be deducted from the refund. No charges will be levied in case of our shipping partner failing to deliver for any fault of the shipping partner.
Cancellation of Order by User:
After placing an order, a customer can only cancel the order if the order state is showing as “pending” under Order History. To cancel your order, you will have to do it in the Account section of our website or send an email to us in case you have problems doing it there. If the products have been dispatched, then we would not be able to cancel the order. MSR Oils has the complete right to decide whether an order should be canceled or not. However, based on the Refund Policy, returns would be considered.
Cancellation of Order by www.msrcoconutoil.com:
MSR Oils reserves the right to refuse or cancel any order placed for a product that is listed at an incorrect price or for any other reason. This shall be regardless of whether the order has been confirmed and/or payment has been received. The 100% payment shall be refunded and the User shall be informed of the same.
If a non-delivery or late delivery occurs due to a mistake by the User (i.e. wrong or incomplete name or address or recipient not available or any other related reason) any extra cost spent by MSR Oils for re-delivery shall be claimed from the User.
For products you did not like:
If you are not satisfied with our products, we will take it back and issue a refund or replacement as you may prefer. Refund or replacement will be initiated within five days of us receiving the returned product. If the product is not in its original packaging or is in an obviously used / partially consumed state, MSR Oils reserves the right to decide on the amount to be refunded.
Transit damage, manufacturing defects, wrong products delivered, and products lost in transit:
In the case of the remote possibility that the product may be.
damaged during transit
has manufacturing defects, or
wrong product is delivered
We will replace the product at no extra cost, provided that the request for replacement/return of the product is made within 15 days from the receipt of the product. For transit-damaged products, kindly take photos within 24 hours of receipt of the package and send them to us at quality@msrcoconutoil.com or you can call our customer care number on the product label.
To get a replacement, email us your Order Number or Invoice copy to quality@msrcoconutoil.com and the reason for returning it. Only after receiving our confirmation for the return, you are requested to send the product back to us.
Products lost in transit
A full refund will be given if a product is lost in transit and not delivered to you. We will wait for 30 days from the expected delivery date before considering it lost in transit. The 30 days may extend in case of force majeure events affecting the delivery location or transit route.
Shipping of Products being Returned:
We will arrange for a free door pick-up from your address through our logistics partner for products being returned due to transit damage, manufacturing defects, and wrong products delivered. The product has to be packaged safely to withstand the return transit and a printout of the shipping label we send to you must be fixed on the package.
However, in any rare case of not being possible to book the return pickup for you, we recommend shipping back the products via a reputed courier with tracking. MSR Oils does not take any responsibility for reimbursement or compensation in the event that any returned packages booked by you are lost, stolen, or mishandled. Refunds of shipping costs will be at the sole discretion of MSR Oils and will be informed prior to your shipping the products.
Upon receiving the returned product, we will send the replacement product through our logistics partner. It may take 5 working days to dispatch a replacement. In case we are unable to dispatch a replacement within 5 days, your payment will be refunded. We shall not be responsible for any products sent to us for return/replacement without our confirmation.
There are no extra shipping charges for the delivery of replacement products for the reasons mentioned above.