Refund & Cancellation Policy
Effective 17-Jul-2026 · Version 1.0The short version
Our products are sealed food. Once they leave us we cannot know how they have been kept — so no returns, and no refunds because you changed your mind.
But if it turns up damaged, leaking, wrong, missing, defective or expired, tell us within 48 hours and we will replace it free or refund you.
Singapore customers: the 48 hours is so we can check the product while checking is still possible. It does not cut down your rights under the Consumer Protection (Fair Trading) Act 2003, including the Lemon Law.
Cancelling
Before it ships — free, any time. Email, call or WhatsApp us (Schedule 1 – Terms of Service) with your order number. Full refund.
After it ships — no. It is food; we cannot restock it. Please do not just refuse delivery instead.
We might cancel — out of stock, batch held on quality grounds, area not serviceable, pricing error, payment failed, fraud suspected, quantities that look like resale, or something outside our control. Full refund including shipping, every time.
Refused or undelivered — prepaid: refunded minus what shipping actually cost both ways. COD: nothing to refund, but we may switch COD off for you.
What we will not refund
Changed your mind. Did not like the taste or the heat level. Ordered the wrong thing. Opened and used it (unless it was faulty). Stored it against the instructions on the pack — opened pouch left out, wet spoon in it. Bought it from a marketplace or a shop instead of twindelite.com — go to them. Courier ran late. Customs charged you duty, or seized the parcel.
None of that touches your statutory rights in India or Singapore.
What we will replace or refund
- Pouch punctured, torn or leaking when it arrived
- Pouch swollen, seal gone, or contents obviously off when opened
- Wrong product
- Something on your invoice not in the box
- Past expiry, or under [30] days of shelf life left
- A genuine batch quality problem
Do not eat it. Photograph it.
How to claim
- Check the box at the door. Damaged or tampered with? Refuse it, tell us the same day.
- Within 48 hours of delivery, email or WhatsApp us (Schedule 1 – Terms of Service) with:
- Your order number
- Photos of the outer box and label
- Photos of the affected pouches
- A photo of the batch code and expiry date
- For missing items, a photo of everything that was in the box
- We check — usually within [3] business days. We may ask you to hold on to the product, or arrange a pickup. Do not throw anything away until we have closed the claim — without the product we cannot process it.
- We fix it — free replacement, or a refund, your choice where both are possible.
After 48 hours, or without the photos, we cannot process it — subject always to your statutory rights. International orders get [7] days, because transit is longer.
Getting your money back
- Original payment method only. Same card, same UPI, same account. No exceptions.
- COD refunds go by bank transfer once we have confirmed the account is yours.
- Initiated within [5] business days of approval. Your bank then takes 5–10 business days — that part is not ours to control.
- We will send you the reference number (ARN/UTR). Quote it to your bank if it is slow.
- Shipping refunded when it is our fault, or when we cancel. Not refunded on refused or undelivered parcels. COD fees are not refundable unless we cancelled.
- Part of the order affected? We refund that part.
Coupons and combos
Refunds are on what you actually paid after discount, not the list price. One item bad in a combo? We replace that item. If you need a refund instead and the rest no longer qualifies for the offer, we adjust to the standalone value. Free items do not convert to cash.
Recalls
If we or a regulator find a problem with a batch, we will put a notice on twindelite.com and contact everyone affected. Full refund including shipping — regardless of the 48 hours. Stop eating it immediately and follow the notice.
The regulator is the FSSAI in India and the SFA in Singapore. Both Sellers work to the same recall process.
Bulk, export and ship-chandler orders
Not covered by this policy. Your purchase order or supply agreement governs cancellation, rejection windows, quality claims, recalls and credit notes, along with the relevant Incoterms. The agreement wins over anything here. Nothing agreed? Goods are accepted [7] days after delivery, and you cannot cancel once a batch has been made or reserved for you.
Still not happy
Complaints contact in Schedule 1 – Terms of Service. 48 hours to acknowledge, one month to resolve.
- India: you can also call the National Consumer Helpline on 1915, or go to your consumer commission.
- Singapore: you can also go to CASE, or to the Small Claims Tribunals.
Changes
We can update this. The version live when you ordered is the one that applies to your order.