Privacy, Refunds, Shipping & Terms

Information We Collect

When you visit the Website, we automatically collect certain information about your device, including your web browser, IP address, time zone, and some of the cookies installed on your device. We refer to this automatically collected information as "Device Information."

We collect Device Information using the following technologies: Cookies are data files placed on your device or computer that often include an anonymous unique identifier. Log files track actions occurring on the Website, and collect data including your IP address, browser type, Internet service provider, referring and exit pages, and date and time stamps. Web beacons, tags, and pixels are electronic files used to record information about how you browse the Website.

When you make or attempt to make a purchase through the Website, we collect certain information from you, including your name, billing address, shipping address, payment information (processed securely through third-party payment gateways — we do not store card details), email address, and phone number. We refer to this information as "Order Information."

When you subscribe to our newsletter or marketing communications, we collect your name and email address.

How We Use Your Information

We use the Order Information we collect generally to fulfil any orders placed through the Website, including processing your payment information, arranging for shipping, and providing you with invoices and order confirmations. We also use this Order Information to communicate with you, screen orders for potential risk or fraud, and provide you with information relating to our products when you have opted in to receive such communications.

We use the Device Information we collect to help us screen for potential risk and fraud, and more generally to improve and optimise our Website through analytics on how customers browse and interact with the Website.

We use your email address and phone number to send you marketing communications about Spicewale products, offers, and updates — only if you have provided your explicit consent by signing up for our newsletter, subscribing during checkout, or otherwise opting in. You may withdraw consent at any time.

Marketing Communications

If you have opted in to receive marketing communications from Spicewale, we may contact you by email or WhatsApp with information about new products, promotions, and updates. Each marketing email includes an unsubscribe link. You may also opt out at any time by contacting us at koshal@spicewale.co or WhatsApp +91 90790 64465.

We do not sell, rent, or trade your personal information to third parties for their marketing purposes.

Sharing Your Personal Information

We share your Personal Information with third parties to help us use your Personal Information as described above. For example, we use Shopify to power our online store — you can read more about how Shopify uses your Personal Information at shopify.com/legal/privacy. We also use Google Analytics to understand how visitors use our Website. We may also use email marketing services and shipping partners who receive your name, address, and contact information solely for the purpose of fulfilling your order.

We may also share your Personal Information to comply with applicable laws and regulations, to respond to a court order, search warrant, or other lawful request for information we receive, or to otherwise protect our rights.

Data Retention

When you place an order through the Website, we will maintain your Order Information for our records unless and until you ask us to delete this information, subject to any legal obligations requiring us to retain records.

Your Rights

You have the right to access, correct, update, or request deletion of your personal information. You have the right to object to processing of your personal information, to ask us to restrict processing of your personal information, and to request portability of your personal information. You have the right to withdraw consent at any time where we are relying on consent to process your personal information.

To exercise any of these rights, please contact us at koshal@spicewale.co.

Cookies

We use cookies to power and improve our Website and our services. You can control cookies through your browser settings. Note that disabling cookies may affect the functionality of the Website.

Changes

We may update this Privacy Policy from time to time in order to reflect changes to our practices or for other operational, legal, or regulatory reasons. The updated policy will be posted on this page with a revised date.

Contact Us

For more information about our privacy practices, questions, or complaints, please contact us by email at koshal@spicewale.co or by post at Kosh International, Shop No. 91, Shriram Nagar Market, Mandore Mandi, Krishi Mandi, Jodhpur, Rajasthan 342007, India.

Our Quality Commitment

Every Spicewale product is sourced raw, cleaned in-house, and packed fresh at our facility in Jodhpur. We are FSSAI licensed (No. 12225032000542), GMP certified (No. UQ-2036111A9), and HACCP certified (No. UQ-2036111A10). If a product does not meet the quality standard we have described, we will make it right.

Eligible Returns and Refunds

We accept return and refund requests in the following circumstances: you received a damaged product — the packaging was broken, crushed, or compromised in transit; you received a defective product — the product has an issue that was present before delivery, such as evidence of contamination, incorrect packing, or failure to match the product description; or you received an incorrect product — the product delivered does not match what you ordered.

Conditions for Return

To be eligible for a return or refund, you must contact us within 48 hours of receiving your order. You must provide your order number and clear photographs of the issue — the product, the packaging, and the specific defect or damage. Returns must be unused and in the original packaging where possible. Products that have been substantially consumed will not be eligible for return, except in cases of genuine quality defects supported by evidence.

Products Not Eligible for Return

Due to the nature of food products and for hygiene and safety reasons, we do not accept returns based on change of mind or personal preference. We do not accept returns for products where the customer has already consumed a significant portion and then raised a quality concern without contemporaneous evidence. We do not accept returns for products outside the 48-hour reporting window, except in exceptional circumstances at our sole discretion.

Refund Process

Once we have reviewed your return request and photographs, we will notify you of the outcome within 2 business days. If approved, we will offer you one of the following at our discretion or your preference: a full replacement of the same product at no additional cost, or a full refund to your original payment method. Refunds are processed within 5 to 7 business days of approval. UPI and wallet refunds are typically processed faster. The refund will be credited to the original payment method used at checkout.

Shipping Costs for Returns

If the return is due to our error — damaged, defective, or incorrect product — we will bear all return shipping costs. If a return is approved in other circumstances, we may request the product back at our cost depending on the situation.

How to Initiate a Return

Contact us within 48 hours of delivery via email at koshal@spicewale.co or WhatsApp at +91 90790 64465. Include your order number and photographs of the issue. Our team will respond within 24 business hours with next steps.

Order Processing Time

All orders are processed within 1 to 2 business days of payment confirmation, excluding Sundays and public holidays. Orders placed after 5:00 PM IST may be processed the following business day. You will receive a confirmation email and SMS once your order has been placed, and a separate dispatch notification with tracking details once your order has been shipped.

Shipping Coverage

We currently ship across India. Availability of delivery to specific pin codes is confirmed at checkout. We do not currently offer international shipping. If you are outside India and wish to enquire about bulk or wholesale international orders, please contact us at koshal@spicewale.co.

Estimated Delivery Time

Standard delivery typically takes 4 to 7 business days from the date of dispatch, depending on your location. Metro cities and major urban centres typically receive orders within 3 to 5 business days. Remote locations, rural areas, and hilly regions may require additional time beyond the standard estimate. Delivery timelines are estimates and are subject to courier operations, weather conditions, and force majeure events beyond our control. Spicewale is not liable for delays caused by courier partners, natural disasters, or government restrictions.

Shipping Charges

Shipping charges, if applicable, are calculated and displayed at checkout based on your delivery location and order weight. Free shipping thresholds, if active, will be displayed on our Website and applied automatically at checkout. We reserve the right to modify shipping charges and free shipping thresholds at any time.

Cash on Delivery (COD)

Cash on Delivery is available for eligible pin codes as displayed at checkout. COD orders may be subject to an additional handling fee where applicable. For COD orders, please have exact change ready for the delivery agent. Spicewale reserves the right to disable COD for specific locations or order values.

Order Tracking

Once your order has been dispatched, you will receive a tracking link via SMS and email. You can use this link to monitor your order status in real time. For any tracking issues, contact our courier partner directly using the tracking number provided, or contact us at koshal@spicewale.co and we will assist you.

Failed Delivery Attempts

Our courier partners typically attempt delivery 2 to 3 times before marking an order as undeliverable. If you are not available at the delivery address, please monitor your tracking link and coordinate a suitable delivery time with the courier. If an order is returned to us due to failed delivery attempts or an incorrect address provided by the customer, the customer will be responsible for re-shipping costs.

Damaged in Transit

If your order arrives damaged due to transit mishandling, please photograph the package and product immediately and contact us within 48 hours at koshal@spicewale.co or WhatsApp +91 90790 64465. Transit damage is handled under our Refund & Return Policy.

Eligibility

By using this Website, you represent that you are at least 18 years of age, or accessing the Website under the supervision of a parent or legal guardian. You agree that you are using this Website for lawful purposes only and in compliance with all applicable laws.

Products and Descriptions

We have made every effort to display as accurately as possible the colours, images, and descriptions of our products on the Website. We do not warrant that the colour representation on your screen is accurate. Product images are for illustrative purposes and may differ slightly from the actual product. We reserve the right to modify, discontinue, or update products at any time without notice.

All products sold by Spicewale are food products intended for human consumption. They are not intended to diagnose, treat, cure, or prevent any disease or medical condition. Any health information or nutritional claims on our Website are for general information purposes only and are not medical advice. Please consult a qualified healthcare professional before making any health decisions based on product information.

Pricing and Payment

All prices are listed in Indian Rupees (INR) and are inclusive of applicable taxes unless stated otherwise. We reserve the right to change prices at any time without prior notice. The price applicable to your order is the price displayed at the time of checkout and confirmed in your order confirmation.

Payment is processed through secure third-party payment gateways. Spicewale does not store your card or banking details. You agree to provide accurate, current, and complete payment information. In the event of a payment failure or fraud, we reserve the right to cancel the order.

Orders and Cancellations

Placing an order on our Website constitutes an offer to purchase. We reserve the right to accept or decline any order at our discretion, including for reasons of suspected fraud, pricing errors, or stock unavailability. An order is considered confirmed once you receive an order confirmation email from us.

Orders may be cancelled by contacting us within 12 hours of placing the order. After 12 hours, or once the order has been dispatched, cancellations are not guaranteed. Cancellation requests must be sent to koshal@spicewale.co or WhatsApp +91 90790 64465.

Delivery

Delivery is subject to the terms outlined in our Shipping Policy, which forms part of these Terms and Conditions. We are not responsible for delays caused by third-party courier partners, incorrect address information provided by the customer, natural disasters, or government restrictions.

Returns and Refunds

Returns and refunds are governed by our Refund & Return Policy, which forms part of these Terms and Conditions. We accept returns only for damaged, defective, or incorrectly delivered products within 48 hours of delivery. We do not accept returns based on change of mind for food products.

Intellectual Property

All content on this Website — including text, images, logos, product descriptions, blog content, and design elements — is the property of Kosh International / Spicewale and is protected under applicable intellectual property laws. The Spicewale trademark is applied under TM Application No. 7107069. Unauthorised use, reproduction, or distribution of any content from this Website is strictly prohibited.

User Conduct

You agree not to use the Website to transmit any harmful, offensive, fraudulent, or unlawful content. You agree not to attempt to gain unauthorised access to any part of the Website, its servers, or databases. You agree not to use the Website to collect or harvest personal information about other users.

Limitation of Liability

To the maximum extent permitted by applicable law, Spicewale and Kosh International shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Website or products purchased from us. Our total liability in any matter arising out of or related to these Terms shall not exceed the amount paid by you for the specific product or order that gave rise to the claim.

Disclaimer of Warranties

The Website and its contents are provided on an "as is" and "as available" basis. We make no warranties, express or implied, regarding the Website's operation, the accuracy of its content, or the fitness of our products for any particular purpose, beyond what is expressly stated on product labels and descriptions.

Third Party Links

The Website may contain links to third-party websites. These links are provided for convenience only. Spicewale has no control over, and accepts no responsibility for, the content, privacy practices, or terms of any third-party websites.

Governing Law and Dispute Resolution

These Terms and Conditions are governed by and construed in accordance with the laws of India. Any disputes arising from these Terms or your use of the Website shall be subject to the exclusive jurisdiction of the courts of Jodhpur, Rajasthan, India.

In the event of a dispute, we encourage you to first contact us at koshal@spicewale.co to seek resolution informally before pursuing any formal legal remedies.

Changes to Terms

We reserve the right to update or modify these Terms and Conditions at any time. Changes will be effective immediately upon posting on the Website. Your continued use of the Website after changes are posted constitutes your acceptance of the revised Terms.

Contact

Kosh International — Spicewale, Shop No. 91, Shriram Nagar Market, Mandore Mandi, Krishi Mandi, Jodhpur, Rajasthan 342007. Email: koshal@spicewale.co. WhatsApp: +91 90790 64465. GSTIN: 08ESNPP0758P2ZP. FSSAI License: 12225032000542.