Refund & Return Policy

Effective Date: August 2026

At TEOS, we take pride in delivering fresh, high-quality snacks — including our signature Makhana (fox nuts) and other natural products. Because our products are food items, our return and refund policy is limited to specific, verifiable situations described below.

1. Eligibility for Return / Replacement

We accept a return or replacement request only for the following reason:

• The item received was of Physical damage in transit.

2. How Damage-in-Transit Claims Are Handled

Since your order is shipped and delivered by our fulfilment partner, Colortrades, all damage-in-transit claims are verified and resolved in coordination with them. TEOS will register your complaint and forward it for review, but the final verification and resolution (replacement, store credit, or compensation) is managed through our fulfilment partner’s process. This ensures claims are checked against actual shipping and handling records.

3. How to Raise a Complaint

To raise a damage-in-transit claim:

• Contact us within 48 hours of receiving your order.
• Email us at [email protected] (cc: [email protected]).
• Include the following: Order ID / Order Number, your registered name and mobile number, a brief description of the issue, and clear photographs or a short video of the unopened/sealed package showing the damage.

Claims raised after 48 hours of delivery, or without photo/video proof of an unopened package, cannot be processed.

Our Fulfilment partner (team) will acknowledge your complaint within 1–3 business days.

4. What Counts as “Damaged”

To keep this policy fair and prevent misuse, a claim will only be treated as valid if all of the following are true:

• The outer packaging shows visible signs of damage (crushing, tearing, punctures, or leakage) consistent with mishandling in transit.
• The product pack itself is damaged, torn, or its seal is broken/compromised — visible in the photos/video submitted.
• Photos/video are submitted within 48 hours of delivery, before the pack is opened for consumption.

Claims will not be accepted where:

• The product has already been opened and/or partially or fully consumed.
• The complaint is based on personal preference (taste, texture, flavour) with no visible transit damage.
• No photo/video evidence is provided, or evidence is submitted after the 48-hour window.

5. Resolution

We will offer either a store credit or a full refund, at our discretion, based on what is suitable.

The replacement of goods option is not offered for damage-in-transit claims — resolution is via store credit or refund only.

Verification typically takes 5–7 business days from the date all required information is submitted.

6. Refund Processing

Once a refund is approved:

• Store credit is issued to your TEOS account and can be used on your next order.
• Full refunds are processed to your original payment method: Online payments (UPI, Net Banking, Cards, PayU) — 5–7 business days.
• Cash on Delivery orders: refund via bank transfer within 7 business days (we will request your bank details separately).

7. Cancellation Policy

• Orders can be cancelled within 12 hours of placing them.
• Once an order is packed or dispatched, it cannot be cancelled.
• To cancel, email [email protected] & [email protected] immediately.

8. Contact Us

For any queries related to a damage-in-transit claim:

• Email: [email protected] & [email protected]

Support Hours: Monday – Saturday, 10.00 AM – 5.30 PM IST