Broken jar24hreplaced free
The Mhara promise
If the jar arrives broken,
a new one is already on its way.
Glass travels 1,000 km to reach you. Once in a while it loses. You never do.
Record a video while opening the box24 hours to send it on WhatsAppNew jar free, no return shipping
How it works
Four steps, one message
The unboxing video is your proof — record it every time, before you open the box.
1
🎥
Record while opening
When the parcel arrives, start a video before opening the box and keep recording till the jar is out. This video is the only proof we need.
Every parcel2
💬
Send on WhatsApp
Jar broken? Within 24 hours of delivery, send the video with your order number to our WhatsApp.
Within 24 hours3
✓
We confirm
We reply the same day. No forms, no return pickup — keep the box, discard the glass safely.
Same day4
🫙
New jar, free of cost
A fresh jar from the same batch goes out within 2 working days, shipping on us. Tracking by email, like any order.
Free, alwaysReport a broken jar
Order number, then WhatsApp
Type the order number from your confirmation email, then tap WhatsApp and attach the unboxing video. Log in to pick from your orders instead.
🎥 Send video on WhatsApp
Opens WhatsApp with your order number filled in — attach the video there.
Clear terms
What the promise covers
✓ Covered
- ✓Jar cracked or shattered in transit
- ✓Lid broken, seal torn or ghee leaked into the box
- ✓Wrong jar or pack delivered
- ✓Parcel lost by the courier (we re-send or refund)
✕ Not covered
- ✕No unboxing video — a photo alone can’t show how the jar arrived
- ✕Reported after 24 hours of delivery
- ✕Jar broken after opening or during use
- ✕Ghee that has set hard or changed colour — that is natural, see below
Questions
Good to know
Why do I need an unboxing video?
Glass can break in transit or at home — the video, started before the box is opened, shows the jar as it arrived. It is the only proof we ask for, and it means no questions, no back-and-forth.
Do I have to send the broken jar back?
No. Keep the box till you have sent the video, then discard the glass safely. Nothing to ship back, nothing to pay.
What if the jar is fine but the ghee looks solid or grainy?
That is pure ghee behaving normally — it sets below about 20 °C and melts in summer. Stand the jar in warm water for 2 minutes. Not a defect.
Can I get a refund instead of a new jar?
Yes. Tell us on WhatsApp and the amount goes back to the same UPI account within 5–7 working days.
Who pays for the replacement delivery?
We do. The new jar ships free, with tracking, like any order.
Full terms in our refund policy and shipping policy.