Returns, replacements and refunds
We sell sealed packaged food. Once a pack has left our warehouse we cannot verify how it has been stored, so for food-safety and hygiene reasons we do not accept returns on correctly delivered items, whether opened or unopened.
What we do cover, without argument, is anything that reaches you in a state it should not be in.
When we will replace or refund
- The pack arrived damaged, torn, leaking, or with a broken seal.
- You received the wrong product, or a product you did not order.
- An item listed on your invoice is missing from the parcel.
- The product is past its best-before date on arrival.
How to report it
Email hello@troofoodz.in within 48 hours of delivery with your order number, a photograph of the item and the problem, and a photograph of the outer shipping packaging if the parcel itself was damaged.
Photographs matter — they are how we raise a claim with our courier, and we cannot process a damage report without them. Please keep the packaging until the claim is settled.
What happens next
We respond to every report within 2 working days. If the claim is accepted, you choose: a free replacement dispatched at our cost, or a full refund of the affected item including any shipping paid on it. We will not ask you to ship damaged food back to us.
Approved refunds are issued to the original payment method. Once we process the refund, your bank or card issuer typically takes 5-7 working days to credit it. That timeline is theirs, not ours, and we cannot shorten it.
Cancelling an order
You can cancel any order for a full refund as long as it has not yet been dispatched. Email hello@troofoodz.in with your order number as soon as you can. Once a parcel has been handed to the courier we cannot recall it.
Failed or refused deliveries
If a parcel comes back to us because the address was wrong, nobody was available across the courier's delivery attempts, or delivery was refused, we will refund the value of the goods once the parcel reaches us. The original shipping charge is not refundable in these cases.
Still not right?
If something has gone wrong and this policy does not obviously cover it, write to us anyway at hello@troofoodz.in. We would rather sort it out than hide behind a clause.