Effective Date: May 2026
Our Commitment
At TEOS, we take great pride in delivering fresh, high-quality healthy snacks — including our signature Makhana (fox nuts) and other natural products. Your satisfaction is our priority, and we stand behind every product we ship.
1. Eligibility for Returns
We accept return or replacement requests under the following conditions:
- The item received is damaged, broken, or tampered during transit
- The item received is incorrect (wrong product or flavour)
- The product is expired at the time of delivery
- The item has a manufacturing defect (e.g. foreign particles, unusual smell, discolouration)
Please Note: Since our products are food items, we are unable to accept returns for reasons such as change of mind, dislike of taste or flavour, or if the product has been partially consumed.
2. Non-Returnable Items
The following are not eligible for returns or refunds:
- Products that have been opened and consumed (beyond a reasonable inspection taste)
- Products damaged due to improper storage by the customer after delivery
- Orders where the complaint is raised after 48 hours of delivery
- Items purchased during clearance or special sale events (unless defective)
3. How to Raise a Complaint
To initiate a return or replacement request, please follow these steps:
- Contact us within 48 hours of receiving your order
- Email us at [email protected] or WhatsApp us at +91 XXXXX XXXXX
- Include the following details:
- Order ID / Order Number
- Your registered name and mobile number
- A brief description of the issue
- Clear photographs or a short video showing the damaged/incorrect item
Our team will review your request and respond within 1–2 business days.
4. Replacement Policy
- Upon verification, we will offer a free replacement of the affected product
- Replacements are dispatched within 3–5 business days of approval
- In cases where the product is out of stock, we will offer a store credit or full refund
5. Refund Policy
Refunds are issued in the following scenarios:
| Situation | Resolution |
|---|---|
| Defective / damaged product | Replacement or full refund |
| Wrong item delivered | Replacement or full refund |
| Order lost in transit | Full refund or re-shipment |
| Out-of-stock replacement | Full refund to original payment method |
Refund Processing Time
- Online payments (UPI, Net Banking, Cards): 5–7 business days
- Wallets / BNPL: 3–5 business days
- Cash on Delivery orders: Refund via bank transfer within 7 business days (bank details will be requested)
6. Cancellation Policy
- Orders can be cancelled within 12 hours of placing them
- Once an order is packed or dispatched, cancellation is not possible
- To cancel, contact us immediately at [email protected]
7. Shipping Costs for Returns
- If the return is due to our error (wrong/damaged product), we will bear the return shipping cost
- We do not charge customers for approved replacement shipments
8. Contact Us
For any queries related to returns, refunds, or replacements:
Email: [email protected]
WhatsApp: +91 XXXXX XXXXX
Support Hours: Monday – Saturday, 9 AM – 6 PM IST
This policy is subject to change at our discretion. Please check this page periodically for updates. Continued use of our website constitutes acceptance of the latest version of this policy.
