At Thiral Foods, we take care at every stage—from preparing and packing our products to handing them over for delivery. If something has gone wrong with your order, please let us know. We will review the issue and do our best to resolve it fairly.

Because we sell food products, items that have been delivered cannot be returned and restocked. This is necessary to protect the safety and hygiene of all our customers. However, a replacement or refund may be provided in the situations explained below.

1. When You Can Request a Replacement or Refund

You may contact us if:

  • Your product was damaged during delivery

  • The outer package or product pouch arrived opened, leaking or tampered with

  • You received a product different from the one ordered

  • One or more items are missing from your order

  • The product was already expired when delivered

  • The product shows clear signs of spoilage or is otherwise unfit for consumption

  • We are unable to fulfil an order after accepting payment

Depending on the issue, we may replace the affected product, refund its value or provide another appropriate resolution.

2. Reporting a Problem

Please report any problem within 24 hours of delivery.

When contacting us, include:

  • Your order number

  • A short explanation of the problem

  • Clear photographs of the outer parcel and shipping label

  • Photographs of the affected product, including the batch number, manufacturing date and best-before date

  • An unboxing video, if available

Please retain the product and its original packaging until our team completes the review. We may ask for additional photographs or information if needed.

If you believe a product is spoiled, damaged or unsafe, please stop using it and contact us immediately.

3. How Claims Are Resolved

Once we receive the required details, our team will review the claim and contact you with the next steps.

If the claim is approved, we may:

  • Send a replacement at no additional cost

  • Refund the value of the affected product

  • Refund or resend a missing item

  • Issue a full refund if the entire order is affected

Replacements are subject to product availability. If a replacement is unavailable, we will issue an eligible refund instead.

Food products do not normally need to be shipped back to us. Please do not return a product unless our support team specifically asks you to do so.

4. Refund Processing

Approved refunds for prepaid orders will be initiated to the original payment method within 5–7 business days.

After the refund is initiated, your bank, card issuer or payment provider may take additional time to credit the amount to your account.

For Cash on Delivery orders, approved refunds may be made through:

  • UPI transfer

  • Bank transfer

We may request the necessary UPI or bank details to process a COD refund. Thiral Foods will never ask for your UPI PIN, card PIN, CVV or online banking password.

Any refund will be limited to the eligible product or order value, including applicable shipping charges where appropriate.

5. Order Cancellation

An order may be cancelled only before it has been packed or dispatched.

To request cancellation, contact us as soon as possible with your order number. If the order has already been dispatched, we will not be able to cancel it.

If a prepaid order is successfully cancelled before dispatch, the refund will be initiated to the original payment method.

6. Items Not Eligible for Return or Refund

A return, replacement or refund will not normally be provided when:

  • The customer changes their mind after delivery

  • The customer ordered the wrong product

  • The product has been opened or partially consumed without a verified quality issue

  • The product was not stored according to the instructions on the pack

  • The product was damaged after delivery

  • The issue was reported more than 24 hours after delivery

  • The original packaging, batch details or proof of purchase is unavailable

  • The concern relates only to a personal preference regarding taste, sweetness, spice level or texture

Products purchased during a sale or promotional offer remain eligible for review if they arrive damaged, expired, tampered with, incorrect or unfit for consumption.

7. Natural Variations in Our Products

Many Thiral Foods products are prepared using whole grains, dals, millets, vegetables, herbs and traditionally processed ingredients.

Natural ingredients can vary slightly from batch to batch. As a result, you may notice minor differences in:

  • Colour

  • Texture

  • Aroma

  • Taste

  • Powder consistency

Small natural variations do not affect the safety or overall quality of the product and are not considered manufacturing defects.

However, an unusual or unpleasant smell, visible mould, damaged packaging or other signs of spoilage should be reported immediately.

8. Delivery-Related Issues

If your order is delayed, lost in transit or marked as delivered but has not reached you, please refer to our Shipping Policy or contact us with your order number.

Claims involving courier damage, missing parcels or incorrect delivery details will be reviewed along with the information available from the courier partner.

9. Orders Placed Through Other Platforms

This policy applies to purchases made directly through thiralfoods.com.

If you purchased a Thiral Foods product through Amazon, Flipkart, another marketplace or a retail store, the return and refund request should normally be raised through the platform or seller from whom it was purchased.

You may still contact us if the concern relates to the quality or safety of a Thiral Foods product.

10. Contact Us

For cancellations, replacements or refund requests, please contact:

Thiral Foods Customer Support

Email: thiralfoods@gmail.com
Phone/WhatsApp: +91 97318 59551

Business hours:
Monday to Friday
9:00 AM to 7:00 PM IST

Please include your order number whenever you contact us so that we can assist you quickly.