Cancellation & Refund Policy

1. Order Cancellation by Customer

Customers may request cancellation of an order before the order has been processed, prepared, packed or dispatched.

Once an order has entered preparation or dispatch, cancellation may no longer be possible.

2. Cancellation by Mistins

Mistins reserves the right to cancel an order where reasonably necessary, including in circumstances such as:

• Product unavailability
• Payment failure or unsuccessful payment confirmation
• Incorrect pricing or product information
• Delivery address being outside the serviceable area
• Incomplete or incorrect customer information
• Suspected fraudulent or unauthorized transactions
• Unexpected operational or logistical issues

If a prepaid order is cancelled by Mistins, the eligible amount will be refunded through the applicable payment method.

3. Return Eligibility

Due to the nature of chocolates, gourmet food, snacks, gifting products and other consumable or perishable items, products are generally not eligible for return once delivered.

However, we may consider a replacement or refund if:

• You received the wrong product
• The product was damaged at the time of delivery
• The product was missing from your order
• The product received was materially different from the confirmed order
• The product was delivered in an unusable condition

4. Non-Returnable Items

The following items may not be eligible for return unless they are damaged, incorrect or otherwise eligible under this policy:

• Opened or consumed food products
• Chocolates and other temperature-sensitive products
• Perishable goods
• Personalized or customized products
• Customized gift hampers
• Products damaged after delivery due to improper handling
• Items without their original packaging where applicable

5. Damaged or Incorrect Products

If you receive a damaged, incorrect or incomplete product, please contact Mistins customer support as soon as reasonably possible after delivery.

We may request supporting information such as:

• Order number
• Photographs of the product
• Photographs of the packaging
• Description of the issue

These details help us verify the issue and process an appropriate resolution.

6. Replacement

Where appropriate and subject to product availability, Mistins may provide a replacement for an eligible damaged, incorrect or missing product.

If a suitable replacement is unavailable, we may offer a refund for the eligible product.

7. Refund Eligibility

A refund may be considered in situations including:

• An eligible order is cancelled before processing
• Mistins cancels a prepaid order
• An eligible product is damaged or incorrect
• A paid product is unavailable and cannot be replaced
• A duplicate payment is successfully verified
• An eligible item is missing from the delivered order

Refund approval is subject to verification of the relevant order and circumstances.

8. Refund Method

Approved refunds for online payments will generally be processed back to the original payment method, where supported.

Depending on the original payment method and applicable payment provider, a refund may be processed to:

• Bank account
• Debit or credit card
• UPI account
• Digital wallet
• Other supported original payment method

9. Refund Processing Time

Once an eligible refund has been approved and initiated by Mistins, the amount may take several business days to reflect in your account.

Actual processing time may depend on your bank, card issuer, UPI provider or payment gateway.

10. Failed or Pending Payments

In certain cases, a payment may be deducted from your account while the order remains unsuccessful or pending.

Such transactions may be automatically reversed by the bank or payment service provider.

If the amount is not reversed within the applicable banking timeline, please contact us with the relevant transaction and order details so we can assist with verification.

11. Gift Hampers and Customized Products

Customized gift hampers, personalized products or specially prepared orders may not be eligible for cancellation, return or refund once preparation has begun.

If a customized order is received damaged or materially different from the confirmed order, please contact us so the issue can be reviewed.

12. Product Appearance and Packaging

Product images on the website are intended for representation purposes. Packaging, colours, decorative elements or presentation may vary slightly depending on availability, manufacturer updates or seasonal presentation.

Minor variations in appearance that do not materially affect the product generally will not qualify for a refund.

13. Delivery Issues

Customers are responsible for providing complete and accurate delivery information.

Mistins may not be able to provide a refund where delivery could not be completed due to circumstances such as:

• Incorrect or incomplete delivery address
• Incorrect contact number
• Customer being unavailable to receive the order
• Refusal to accept a correctly delivered order
• Other circumstances outside Mistins' reasonable control

14. Promotional Orders

Orders placed using coupons, promotional discounts or special offers may be subject to additional promotional terms.

Where a refund is approved, the refundable amount will generally be based on the actual amount paid for the eligible product after applicable discounts.

15. How to Request a Cancellation or Refund

To request assistance with a cancellation, replacement or refund, please contact Mistins customer support and provide:

• Your name
• Order number
• Registered mobile number
• Reason for the request
• Relevant photos, where applicable

Our team will review the request and provide an update after verifying the relevant order details.

16. Changes to This Policy

Mistins may update this Cancellation & Refund Policy from time to time to reflect changes in our products, services, operations or applicable requirements.

The latest version of the policy will be made available on this page.

17. Contact Us

For cancellation, replacement, refund or order-related assistance, please contact us using the details below.