EXCHANGE & REPLACEMENT POLICY

MAGIC24X7 HAPPINESS (OPC) PRIVATE LIMITED ("Company"), operating the brand iCookMagic, is committed to delivering products of the highest quality to every customer.

In keeping with the nature of food and consumable products — governed by FSSAI regulations and food safety standards — iCookMagic operates a strict No Return, Exchange & Replacement Only Policy. Once a food product has been delivered and accepted, it cannot be returned for a refund. Resolutions are offered exclusively in the form of product replacement or, where replacement is not possible, store credit.

This Policy is framed in compliance with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, and applicable FSSAI guidelines.

iCookMagic does not accept physical returns of any food or consumable product once delivered, under any circumstances.

This policy exists to protect the safety, hygiene, and integrity of all products — both for the Customer and for other consumers. Once a product leaves the Customer's hands after delivery acceptance, it cannot be re-introduced into the supply chain.

All eligible resolutions will be in the form of replacement of the product or, where replacement is not feasible, store credit equivalent to the value of the affected product.

The Company will consider exchange or replacement requests under the following circumstances:

The following situations will not qualify for exchange, replacement, or store credit:

4.1 Change of mind after delivery.

4.2 Subjective dissatisfaction with taste, flavour intensity, spice level, or culinary outcome, as food experiences are inherently subjective.

4.3 Product ordered incorrectly by the Customer (wrong variant, wrong size, wrong flavour selection).

4.4 Product partially or fully consumed before raising a complaint.

4.5 Damage caused by the Customer due to improper storage, mishandling, or failure to follow usage/storage instructions on the packaging.

4.6 Minor variation in colour, texture, or appearance within acceptable FSSAI-permissible food-grade limits.

4.7 Requests raised beyond the 72-hour claim window from the time of delivery.

4.8 Individual components removed from combo kits, gift packs, or bundled sets after delivery.

4.9 Products for which the Customer fails to submit mandatory photographic or video evidence within the stipulated claim period.

4.10 Products purchased using store credit where the underlying claim was based on taste preference.

All claims for exchange or replacement must be raised within 72 hours of delivery.

Claims raised after 72 hours of the confirmed delivery timestamp will not be considered, regardless of the reason.

Step 1 — Contact Us Within 72 Hours of Delivery

• Email: info@icookmagic.com
• Phone: +91 9820790066 (Monday to Saturday, 10:00 AM – 6:00 PM IST)

Step 2 — Provide the Following (Mandatory)

• Order ID / Order Number
• Registered Email ID and Mobile Number
• Product Name(s) and affected quantity
• Clear description of the issue
• Minimum 2–3 clear photographs of the product, its label/batch number, and the packaging (mandatory for all damage/defect/expiry claims)
• Unboxing video — strongly recommended; treated as primary evidence for tampered/damaged shipment claims

Step 3 — Acknowledgement & Review The Company will acknowledge your claim within 48 business hours and communicate its decision within 5–7 business days of receiving all required documentation.

Step 4 — Resolution

• Replacement Approved: Replacement product dispatched within 5–7 business days of approval.
• Replacement Not Available (product discontinued or out of stock): Store Credit of equivalent value issued to your iCookMagic account within 3–5 business days of approval.

7.1 Store credit is issued to your registered iCookMagic account and is valid for [INSERT STORE CREDIT VALIDITY PERIOD] from the date of issuance.

7.2 Store credit can be used for future purchases on www.icookmagic.com and cannot be encashed, transferred, or applied to shipping charges.

7.3 Store credit has no cash value and will not be re-issued upon expiry.

7.4 Store credit is issued only when the requested product is unavailable for replacement. It is not an alternative offered at the Customer's preference where replacement is available.

7.5 In exceptional cases — at the Company's sole and absolute discretion — a monetary refund may be issued to the original payment source. Such cases will be determined individually and do not constitute a general right to refund.

8.1 Replacement products will be of the same SKU, variant, and size as the original. Substitutions may be offered only if the original product is unavailable.

8.2 Only one replacement will be provided per order line item.

8.3 Replacement products are dispatched from available stock and are subject to PIN code serviceability.

9.1 Before Dispatch: Orders may be cancelled at any time before dispatch. To cancel, contact us immediately at info@icookmagic.com or +91 9820790066 with your Order ID. A full refund to the original payment source will be processed within 5–7 business days of confirmed cancellation.

9.2 After Dispatch: Once dispatched, an order cannot be cancelled. The Customer may refuse delivery at the door, and upon the product's return to our fulfilment centre in original, unopened condition, store credit of the product value (excluding shipping charges) will be issued within 5–7 business days of receipt.

9.3 Company-Initiated Cancellation: The Company reserves the right to cancel any order for reasons including product unavailability, pricing error, payment failure, or suspected fraud. In all such cases, a full monetary refund to the original payment source will be processed within 5–7 business days. No cancellation charge will apply.

10.1 For recurring subscription orders, cancellation must be submitted at least 72 hours before the next scheduled dispatch date to avoid being charged for that billing cycle.

10.2 Subscription cancellations received after the 72-hour cutoff will take effect from the following billing cycle, and no refund will be issued for the current cycle once dispatched.

The Company shall not be held liable for any failure or delay in replacement dispatch arising from circumstances beyond its reasonable control, including natural disasters, government-mandated restrictions, pandemics, supply chain disruptions, or acts of God.