Refund policy

Last updated: 28 September 2026

At Alive Foods (Paul's Alive Foods & Lis Pickle), every jar and pouch is quality-checked and carefully packed before it reaches you. As our products are food items, please read this policy carefully — it's a little different from a typical returns policy.

1. Reporting Window

You must report any issue with your order within 48 hours of delivery. Requests made after this window will not be accepted.

2. Eligibility

Because our masalas and pickles are handmade in small batches, minor variations in colour, texture or spice level are normal characteristics — not defects — and are not eligible for a refund on those grounds.

For food-safety and hygiene reasons, we cannot accept physical returns of opened or consumed products. Instead, we offer a replacement or refund — only under the following circumstances:

  1. Damaged Product — the jar/pouch arrives broken, leaking, or spoiled in transit.
  2. Empty or Short Box — you receive an empty package or an item is missing.
  3. Wrong Product — you receive a different product than what you ordered.

Refunds or replacements will not be issued for reasons such as change of mind, personal taste preference, or natural batch-to-batch variation in colour, texture or spice level.

3. How to Request a Refund/Replacement

  1. Contact us at alivefoods.support@gmail.com / +91 98954 96967 (or WhatsApp +91 80860 44255) within 48 hours of delivery.
  2. Provide your order number and clear photos/videos of the product and packaging showing the issue (damage, leakage, wrong item, or missing item).
  3. Our team will review your claim within 2–3 business days and confirm whether it's approved. No physical return shipment is required for approved claims.

4. Refunds

  • Once your claim is approved, you may choose a free replacement (subject to availability) or a refund.
  • Approved refunds are processed to your original payment method within 5–7 business days.
  • For prepaid orders, refunds are issued to the original payment source. For COD orders, refunds are made via bank transfer.

5. Non-Refundable Situations

  • Issues reported after the 48-hour window.
  • Damage caused by improper storage or handling after delivery.
  • Claims without photo/video proof of the reported issue.
  • Opened or partially consumed products, unless the issue reported is damage, leakage, or a wrong item discovered on opening.

6. Contact Us

For refund and replacement requests:

📧 alivefoods.support@gmail.com
📞 +91 98954 96967 (India) · +91 80860 44255 (WhatsApp) · +44 7385 631306 (UK)
📍 Evergreen Products, Thalayolaparambu, Kottayam, Kerala 686605, India