Refund policy

Returns & Refunds Policy

We value your satisfaction and strive to ensure that our products reach you in perfect condition. However, because our products are consumable food/beverage items, our return and refund policy is limited for safety and quality control reasons.

No Routine Returns on Consumables: In general, we do not accept returns or exchanges on food and beverage products once delivered, especially if the package has been opened. This is both for product safety/hygiene reasons and because consumable items cannot be resold. We do not have a standard return window for customers to send back products if they simply change their mind or dislike the product. All sales are final under normal circumstances.

Exceptions – Damaged or Wrong Product: If you receive a product that is damaged during delivery, defective, expired, or not the item you ordered, we will make it right. Eligible cases for return/refund include:

Products that arrived physically damaged or leaking.

Products that are expired or spoiled upon arrival.

Wrong items shipped (e.g., you received a different product or variant than what you ordered).

Items with quality issues or defects (e.g., packaging sealed improperly leading to spoilage).

In any such case, please contact us within 24 hours of delivery at support@caffeinated.co.in. Provide your order number and a description of the issue. We require photo or video evidence clearly showing the problem (e.g., the damaged package or wrong item) to evaluate your claim. Timely communication is important – delays in reporting an issue may make it difficult for us to verify and assist.

Return/Refund Process for Approved Cases: Once you report a damaged/defective or incorrect product, our customer support team will review the information and evidence provided. If the issue is verified and falls under our policy, we will offer a resolution in the form of either a replacement shipment (sending you the same item again at no extra cost) or a full refund of the purchase price, as per your preference (or based on product availability). We may ask you not to consume or use the item in question. In most cases of food product issues, we do not require you to ship the item back to us; however, if we do need the item returned for investigation, the return shipping cost will be borne by us. We will either arrange a pickup of the damaged item at our expense or guide you on proper disposal and proceed with refund/replacement accordingly.

No Additional Return Costs: If your return request is approved for a damaged/defective/wrong item, you will not be charged any fees for return shipping or restocking. All such costs (if any) are covered by the Company. Our goal is to resolve genuine issues without hassle to you.

Refund Method & Timeline: In cases where a refund is issued (for returns or order cancellations), we will process the refund to your original payment method whenever possible.

For prepaid orders (paid online via credit/debit card, UPI, net banking, etc.), the refund will be credited back to the same account or card that was used for payment.

For Cash on Delivery orders, we will arrange the refund via an alternate method since no online payment was initially made. Typically, our team will contact you to obtain your bank account details (or UPI) to process a bank transfer refund. We may require proof of identity or payment to ensure refunds reach the correct recipient.

Once a refund is approved, we aim to process it promptly. Refund initiation will generally occur within 5-7 business days of approval of your return or cancellation request. After processing, the amount may take a few additional days to reflect in your bank or card statement, depending on your bank/payment provider processing times. We will keep you informed via email on the status of your refund.

Important Note: We reserve the right to decline a return/refund request if we find that (a) the claim is raised beyond the allowed time frame after delivery, (b) the product in question is missing or there is insufficient evidence of the issue, or (c) the issue reported is not covered under this policy (for example, personal taste preference or misuse of the product). However, customer satisfaction is our priority, and we will review each case fairly. If you have any questions about whether your situation qualifies for a return or refund, please reach out to our support team for guidance.

Order Cancellations

Company-Initiated Cancellations: Thent Coffee Private Limited reserves the right to cancel an order on the rare occasion that we are unable to fulfill it. This might happen due to factors such as stock unavailability, technical errors in pricing, suspicion of fraudulent activity, or an unforeseen issue with processing. If the Company cancels your order, we will notify you via email/phone and process a full refund of any payment received, at no additional cost to you.

Customer Support & Contact Information

We are always here to help you with any issues or questions regarding your order.

Customer Support Email: For any concerns related to shipping, delivery, returns, refunds, or cancellations, you can reach out to us at support@caffeinated.co.in. This is our official customer service email, and we strive to respond to all queries promptly (typically within 48 hours). Please include your order number and relevant details in your email to help us assist you faster.

Support Hours: Our support team operates on standard business days (Monday to Friday, 10 AM to 6 PM). Queries sent on weekends or holidays will be addressed on the next working day. We appreciate your patience and will ensure every customer request is acknowledged and resolved as quickly as possible.

Grievance Redressal: We are committed to complying with all e-commerce regulations regarding customer grievance redressal. If you have a complaint or feel that an issue has not been resolved to your satisfaction, please let us know. We will acknowledge major complaints within 48 hours and work towards a resolution within one month, as mandated by law. Our aim is to resolve issues well before any such deadline. (Note: The above timeline is in line with the Consumer Protection (E-Commerce) Rules, 2020.)

Official Company Details: Caffeinated is a brand owned by Thent Coffee Private Limited, a company registered in India. For any legal notices or written communication, our registered office address is: 1st Floor, Building 5, Rustom Baug, Sant Savta Marg, Byculla East, Mumbai, Maharashtra – 400027, India. (Please do not send return products to this address unless specifically instructed by our team. For product returns, we will provide the appropriate return shipping address or pickup service.)

Disclaimer and Other Terms

Uncontrollable Events: By purchasing from our website, you acknowledge and accept that certain situations (such as delays by courier, force majeure events, or incorrect information provided by you) are outside the Company’s control. We will not be held liable for any losses or inconveniences caused by such events, though we will do our best to assist you in resolving any issues that arise.

Policy Scope: This Shipping & Returns Policy is specific to shipping, delivery, cancellations, and post-purchase issues. It should be read in conjunction with our other policies like the Terms & Conditions of Use and Privacy Policy available on our website. In the event of any conflict between this policy and any other policy or terms on our site, the provisions that most protect consumer rights (in line with applicable law) shall prevail.

Changes to Policy: The Company reserves the right to update or modify this Shipping & Returns Policy at any time. Any changes will be effective once posted on our official website. We encourage you to review this policy periodically for any updates before making a purchase. We will reflect the latest revision date at the top of this policy for reference.

Thank you for shopping with Caffeinated. We greatly appreciate your trust in us to deliver quality caffeinated products. Our team is dedicated to providing a smooth and reliable shopping experience. If you have any questions or need further clarification on this policy or any order-related matter, please do not hesitate to contact us at support@caffeinated.co.in. We’re here to help and ensure you enjoy our products without any worries!