Refund & Return Policy

Last Updated: [19-11-2025]

At Thekuwa Junction, we follow a strict, clearly defined, and legally compliant Refund & Return Policy to maintain product quality, hygiene, and operational transparency. By placing an order on our website, you agree to the terms outlined below.

1. General Policy Overview

All our products are freshly prepared, perishable food items.
For hygiene, food safety, and regulatory reasons, we do not accept returns or exchanges under any circumstance, except in the limited cases defined in Section 4.

The customer is responsible for reading and understanding this policy before making a purchase.

2. No Return Policy (Strict)

Due to the perishable nature of Thekuwa and other food items:

No returns will be accepted once the product has been delivered.
Opened, partially consumed, or tampered packaging is strictly non-eligible for any claim.
We do not offer replacements for taste preference, texture expectation, or minor shape variations, as each item is handcrafted.

If you open the product, the claim automatically becomes void.

3. Eligibility for Refund

Refunds are issued only in the following exceptional and verifiable situations:

3.1 Damaged Product

Refund is allowed only if:

The damage is clearly visible before opening the product,
And valid evidence (photos/videos) is submitted within 24 hours of delivery.

3.2 Wrong Item Delivered

If the item received does not match the order placed, the customer must:

Notify us within 24 hours,
Provide photos/videos showing the wrong product and the original packaging.

3.3 Non-Delivery

Refunds are applicable if:

The order is not delivered due to courier failure,
Or the package is marked “lost”, “undelivered”, or “returned to sender” because of courier error.

4. Strict Disqualification of Refunds

Refunds will NOT be issued under the following circumstances, without exception:

Customer entered incorrect or incomplete address.
Customer is unavailable at the time of delivery. In this case if needs to reorder then the customer will bear the new delivery charges.
Delay caused by courier operations, traffic, weather, strikes, festivals, or uncontrollable conditions.
Product is opened, tasted, partially consumed, or tampered in any manner.
“I didn’t like the taste,” “Not as expected,” or any subjective preference.
Minor breakage, natural cracks, or shape irregularities (handmade food items).
Customer refuses to provide required proof (photos/videos).
Complaint submitted after 24 hours of delivery.

No exceptions will be made.

5. Proof & Verification Requirements

To initiate a refund request, the customer must provide:

Clear high-resolution photos of
- the damaged/wrong item,
- the unopened packaging,
- and the courier shipping label.
Unedited video showing package opening.
Order ID, name, mobile number, and reason for complaint.

If any required proof is missing or unclear, the claim will be rejected.

6. Cancellation Policy

6.1 Before Dispatch

Order can be cancelled only within 30 minutes of placing the order.
After 30 minutes, the preparation starts, and cancellation is not permitted.

6.2 After Dispatch

Once dispatched, no cancellation, refund, or modification is possible.

7. Refund Process Timeline

If your refund request is approved:

Refund will be processed within 3–7 business days,
Mode of refund will be the original method of payment.

If payment was made via UPI, card, wallet, or net banking, the corresponding provider’s speed applies.

8. Delivery Responsibility

We are responsible for:

Proper packaging
Coordinating with reliable courier services

However, once the product is handed over to the courier, factors outside our direct control (weather, traffic, routing delays, festivals) cannot be grounds for refund or compensation.

9. Customer Responsibility

The customer is strictly responsible for:

Providing correct address and active phone number
Being available to receive the order
Inspecting the package immediately upon delivery
Reporting any issue within 24 hours

Failure to comply voids refund eligibility.

10. Fraud Prevention

To protect against misuse:

False claims, repeated complaints, or inconsistent evidence may result in order cancellation, account restriction, or denial of service.
Legal action may be taken in cases of fraudulent claims or chargebacks.

11. Contact Information for Claims

To file a refund request, contact us at:

support@thekuwajunction.com
+91-XXXXXXXXXX

Please include your Order ID and all necessary proof for faster processing.