Returns and refunds.
If we got it wrong, we put it right.
The short version
If something is wrong on our side and your tin is still sealed, email team@kaffgum.com within 7 days of delivery. We collect it at our cost and give you a full refund or a replacement, whichever you prefer.
Delivery
We deliver across India. Orders are packed within one working day, and delivery usually takes 2 to 7 working days depending on your pincode. Any delivery charge is shown in the total before you pay.
When you can return a tin
A return is accepted when both of these are true.
1. The tin is unopened, with its seal intact, just as it reached you.
2. The problem is on our side. That means your order arrived:
- damaged, crushed or dented;
- with the wrong flavour, the wrong number of tins, or a tin missing;
- with its seal already broken — do not open it any further;
- past its expiry date, or with less shelf life left than FSSAI requires for food sold online (30 percent of its shelf life, or 45 days);
- different from how it is described on this site; or
- later than the delivery time we stated, unless the delay was caused by events outside anyone’s control, such as floods or strikes.
Faults you only find after opening
Some problems only show once the tin is open: pieces that are spoiled, discoloured, stuck together or contain something that should not be there, or fewer pieces than the tin should hold. Those are our fault too, and the law does not let us refuse them because the tin was opened. Stop eating it, keep the tin and the remaining pieces, and email us within 7 days of delivery with photos. You get the same refund or replacement.
What we cannot take back
- Opened tins without a fault. Kaffgum is food. Once a tin is open we cannot tell how it has been kept, so we cannot safely take it back.
- A change of mind, or not liking the flavour or how caffeine suits you. Please read the ingredients and the caution on the product page before ordering.
- Damage after delivery, such as a tin dropped or crushed once it reached you.
- Tins bought anywhere other than kaffgum.com. Please ask the seller you bought from.
How to return
- Email team@kaffgum.com within 7 days of delivery, with “Return” and your order number in the subject line.
- Tell us what is wrong and attach clear photos of the outer box and its shipping label, the tin and its seal, and the problem itself. An unboxing video helps if you happen to have one, but we never require it.
- We reply within 48 hours. Once your return is approved we arrange a free pickup. If our courier cannot reach your pincode, we tell you how to send it and pay you back the postage. For some problems we will simply ask you to dispose of the tin instead of sending it back.
Noticed a problem after 7 days? Write to us anyway. We look at every case, and your rights under the Consumer Protection Act, 2019 do not end with this window.
Refunds
- You choose a full refund, or a replacement tin if it is in stock.
- A refund covers everything you paid for the faulty item, including any delivery charge. You never pay to return an order that was our fault.
- We start the refund within 5 working days of the tin being collected, or of approving your return when we do not need it back.
- Prepaid orders are refunded to the original payment method through Razorpay. Your bank may take another 5 to 7 working days to show it.
- Cash-on-delivery orders are refunded by UPI or bank transfer to an account you give us. We will never ask for your card number, PIN or OTP.
Cancelling before dispatch
Changed your mind before we ship? Email team@kaffgum.com with your order number. There is no cancellation charge, and a prepaid order is refunded in full within 5 working days. Once dispatched, an order can no longer be cancelled.
If you are not happy with our answer
Grievance Officer: Kartik Yadav, Proprietor — team@kaffgum.com, +91 78870 67070, 43 Krishna Enclave, Sipri Bazar, Jhansi, Uttar Pradesh 284003. We acknowledge every complaint within 48 hours and resolve it within one month.
You can also call the National Consumer Helpline on 1915 or use consumerhelpline.gov.in, or file a complaint with a Consumer Commission online at e-jagriti.gov.in. Nothing in this policy takes away your rights under the Consumer Protection Act, 2019.
Not for under 18s, or anyone pregnant or sensitive to caffeine.