Refund & Replacement Policy

This Refund & Replacement Policy applies to products bought on krumbeeco.in. It forms part of our Terms & Conditions and does not affect your statutory rights under the Consumer Protection Act, 2019.

1. Perishable products

Our cookies are homemade food. For hygiene and food-safety reasons, we cannot take back products that have been delivered in good condition, and we do not offer returns or refunds for a change of mind, taste preference or ordering the wrong flavour.

2. When we replace or refund

We will replace the product or refund you if, within 2 days of delivery, you report that:

• Arrived damaged: the pack or cookies were damaged in transit (for example a crushed pack or broken seal).
• Wrong item or pack: you received a different flavour or pack size from the one you ordered.
• Item missing: an item in your order was not in the parcel.
• Quality concern: the product is spoiled, stale before its best-before date, or contains foreign matter.
• Marked delivered but not received: the order is shown as delivered but you did not receive it.

Any other genuine problem with your order can also be reported, and we will review it fairly.

3. How to report a problem

1. Contact us within 2 days of delivery, through the return request option on your order page when it is shown, or by email or phone (details below).
2. Include your order number, a short description, and clear photos or a short video of the outer package, the product pack and its label (showing the best-before date), and the product.
3. Please keep the product and packaging until we have resolved your request. We may ask you to return it or arrange a pickup.

4. What happens next

• We acknowledge your request within 48 hours and tell you our decision as soon as we have reviewed it.
• If your request is approved, you can choose a replacement of the same product (subject to availability) or a refund.
• If we cannot approve a request, we will explain why.

5. How refunds are paid

• Online payments: refunded to the original payment method through our payment gateway, Razorpay.
• Cash on delivery: refunded by UPI or bank transfer to an account you share with us.
• Krumbee wallet: if you paid with your wallet, or choose it, the refund goes back to your wallet straight away and is shown in My account → My wallet.
• We initiate approved refunds within 2 working days. The time for the money to reach you depends on your bank or payment provider, usually 5 to 7 working days.
• The refund covers the value of the affected products. Delivery charges are refunded when the whole order is affected because of our error, such as a wrong or damaged order.
• For orders with a tax invoice, we issue a credit note for the refunded amount.

6. What is not covered

• Problems reported more than 2 days after delivery, unless you could not reasonably have discovered the problem earlier.
• Products that have been mostly eaten, or that were not stored as directed on the pack after delivery.
• Natural variation in colour, size, shape or texture of homemade cookies, or a difference in personal taste.
• Allergic reactions to ingredients or allergens declared on the product page and pack.
• Delivery failures caused by an incorrect address or by the recipient being unreachable, which are covered by our Shipping & Delivery Policy.

7. Failed payments and double charges

If money is debited but your order is not confirmed, or you are charged twice, the extra amount is reversed automatically by the payment gateway or refunded by us. If it has not reached you within 7 working days, contact us with the transaction reference and we will resolve it.

8. Cancellations

Refunds for orders cancelled before dispatch are covered by our Cancellation Policy.

9. Contact us

To report a problem, use the details below. If you are not satisfied with our response, you can escalate it as explained on our Grievance Redressal page.