Refund policy

Return & Refund Policy for Food Products

1. Order Cancellation

Customers may cancel their order prior to delivery. However, shipping charges incurred will remain applicable in accordance with our Shipping Policy. Cancellation requests must be made via our official contact methods as listed on our website.

2. Eligibility for Returns and Refunds

Returns and refunds are strictly limited to the conditions outlined below. By placing an order, the customer agrees to comply fully with these terms:

  1. Initiation Window: A return request must be submitted within 48 hours of delivery, via WhatsApp or Email as provided in our official contact information.

  2. Product Condition:

    • Products must be returned in their original, unopened, and sealed packaging, in the exact condition in which they were delivered.

    • Customers may open the outer courier packaging for inspection. However, the product’s inner seal and packaging must remain intact.

  3. Proof of Damage Requirement:

    • For any claims related to product damage, customers must provide photo or uncut video evidence taken while unboxing the sealed courier package.

    • No refund or return will be processed without valid and verifiable proof of damage.

  4. Non-Returnable and Non-Refundable Items:
    Refunds or returns will not be accepted in the following circumstances:

    • Products that have been partially used, opened, or consumed

    • Products purchased using a gift card

    • Products purchased as part of promotions, discounts, bundles, or special offers

    • Products for which a return or refund is requested based on subjective reasons (e.g., taste, preference, change of mind)

    • Orders where the customer refuses delivery at the doorstep without prior approved cancellation or without presenting clear, immediate evidence of visible product damage

3. Inspection & Approval Process

All return requests are subject to a mandatory inspection by our internal quality control team. Approval or rejection of any return or refund request will be at the sole discretion of our inspection team, and their decision shall be considered final and binding.

4. Refund Process

  • If a return is approved:

    • The refund process will begin only after the returned item is received and verified by our inspection team.

    • Approved refunds may take up to 30 business days to reflect in the customer’s original payment method, subject to bank or payment provider processing times.

5. Shipping Charges

  • For non-damaged returns approved under special exceptions, the customer shall bear the cost of both forward and return shipping.

  • For approved returns due to verified damage, all shipping charges (both forward and return) will be borne by us.

6. Refusal of Delivery

In the event a customer refuses to accept the order at the time of delivery without prior written cancellation confirmation or without immediate, valid evidence of damage, the order will be deemed fulfilled. No refund or return will be processed under such circumstances. Any associated shipping, handling, or disposal fees will be charged to the customer.

7. Final Disclaimer

This Return & Refund Policy is strictly enforced. Any deviation from the conditions outlined above will result in automatic rejection of the return or refund request. In cases of dispute or contradiction, the decision of our inspection and support team shall be considered final.