Cancellation, Refund & Return Policy of Mountain Fresh
At Surya Honey, we strive to support our customers as much as possible, which is why we maintain a flexible cancellation policy. Please review the details below:
Order Cancellations: Cancellations are only considered if requested immediately after placing the order. However, if the order has already been processed or dispatched by the vendor/merchant, the cancellation request may not be accepted.
Perishable Goods: Cancellations are not allowed for perishable items such as flowers, food products, etc. A refund or replacement may be issued only if the customer provides evidence that the delivered product was of substandard quality.
Damaged or Defective Products: If you receive a damaged or defective product, please contact our Customer Service team within 3 days of receiving the item. The issue will be addressed once the vendor has inspected and confirmed the defect.
Product Mismatch or Dissatisfaction: If the product received differs from what was displayed on the website or does not meet your expectations, notify our Customer Service team within 7 days of delivery. After reviewing the complaint, an appropriate resolution will be offered.
Manufacturer Warranty Products: For products covered under manufacturer warranties, please reach out directly to the respective manufacturer for assistance.
Refunds: Once approved, refunds will be processed within 12–14 working days and credited to the original payment method.
Please note that we do not accept cancellations once the orders have been dispatched from our fulfillment center.
Damages and Issues
Kindly inspect your order upon delivery and contact us right away if you find any defects, damage, or receive the wrong item. This will allow us to promptly investigate and resolve the issue.
Exchanges
The fastest way to get the item you want is to return the one you have. Once your return is approved, you can place a new order for the desired item separately.
Please note that we do not accept returns due to texture, variance, aroma, or color.
Our 100% natural, pure, single-origin honey is different from typical supermarket honey, which is often blended, ultra-filtered, and pasteurized to create a uniform product. Because our honey is unprocessed and true to nature, its taste and texture may vary from batch to batch and even year to year—no two batches are exactly the same. Additionally, crystallization is a natural characteristic of pure honey and is a sign of its authenticity.