Return and Refund Policy
Last Updated: 05 May 2026
At Bihari Thekua Online, we take great care to ensure that every batch of our handcrafted thekua is made with pure desi ghee, premium ingredients, and loads of love. Your satisfaction is our priority.
However, because our products are food items and are perishable in nature, we have a limited return and refund policy to ensure the safety and quality of our offerings.
1. No Return Policy (Standard)
Due to the perishable nature of our products, we do not accept returns for the following reasons:
| Reason | Explanation |
|---|---|
| Change of mind | You ordered the wrong product or changed your preference |
| Taste preference | Thekua taste, texture, or sweetness level does not meet personal expectations |
| Slight variations | Handmade products may have minor variations in shape, size, or color – this is natural and does not affect quality |
Why? Food safety regulations (FSSAI guidelines) prohibit the resale of returned food items once they have left our facility.
2. When You ARE Eligible for a Refund or Replacement
We take full responsibility for issues caused by us. You are eligible for a full refund or free replacement in the following scenarios:
| Scenario | What You Get | Time Limit |
|---|---|---|
| Damaged during transit | Full refund or free replacement | Within 48 hours of delivery |
| Stale or expired product | Full refund or free replacement | Within 48 hours of delivery |
| Wrong item delivered | Full refund or free replacement | Within 48 hours of delivery |
| Missing items | Full refund for missing quantity or free replacement | Within 48 hours of delivery |
| Quality issues (e.g., mold, unusual smell, contamination) | Full refund or free replacement | Within 48 hours of delivery |
3. How to Request a Refund or Replacement
Step-by-Step Process
| Step | Action |
|---|---|
| 1 | Take clear photos or videos showing the issue (damaged product, expiry date, wrong item, etc.) |
| 2 | Email us at info@biharithekuaonline.com or WhatsApp at +91 8802369836 |
| 3 | Include your Order ID, Name, Phone Number, and a brief description of the issue |
| 4 | Attach the photos/videos as evidence |
| 5 | Our team will respond within 24-48 hours |
Example Email Template
Subject: Return/Refund Request – Order #(Your Order ID) Dear Bihari Thekua Online Team, I received my order (#Order ID) on (Delivery Date). Unfortunately, I have an issue: [ ] Product arrived damaged [ ] Product is stale/expired [ ] Wrong item received [ ] Missing items [ ] Other: (Please describe) Attached are photos/videos for your reference. Please process a refund/replacement at the earliest. Thank you, (Your Name) (Your Phone Number)
4. Refund Process
| Method | Details |
|---|---|
| Refund amount | Full amount paid (including shipping charges) |
| Refund timeline | 5-7 business days after approval |
| Refund mode | Same as original payment method (Credit Card, Debit Card, UPI, Net Banking, Wallet) |
| Store credit | Alternative option – instant store credit for future purchase (valid for 6 months) |
5. Replacement Process
| Method | Details |
|---|---|
| Replacement timeline | Shipped within 2-3 business days after approval |
| Shipping cost | Borne by us (free of charge) |
| Delivery timeline | 3-7 business days depending on location |
6. Cancellation Policy
| Time of Cancellation | Refund Amount |
|---|---|
| Before we start preparing your order (usually within 2-4 hours of order placement) | 100% refund |
| After preparation but before shipping | 50% refund (to cover ingredient and labor costs) |
| After shipping | Cannot cancel – follow return/refund policy |
How to cancel: Email us at info@biharithekuaonline.com or call +91 8802369836 with your Order ID.
7. Conditions for Refund/Replacement Approval
| Condition | Required |
|---|---|
| Clear photo/video evidence showing the issue | ✅ Mandatory |
| Issue reported within 48 hours of delivery | ✅ Mandatory |
| Original packaging available (for damaged items) | ✅ Recommended |
| Product partially consumed | ❌ Not eligible (except for quality issues discovered after consumption) |
8. Non-Eligible Situations
We cannot process refunds or replacements for:
| Situation | Reason |
|---|---|
| Product consumed more than 50% (except quality issues) | Cannot verify the issue |
| Delay in delivery by courier partner (unless extreme delay of 10+ days) | Beyond our control |
| Incorrect address provided by customer | Customer responsibility |
| Failed delivery due to customer not answering calls/ door | Customer responsibility |
| Product stored improperly after delivery (e.g., exposed to moisture, heat) | Customer responsibility |
| Natural variations in handmade product (size, shape, color) | Normal for artisanal products |
| “Expired” product consumed after expiry date | Customer responsibility |
9. Bulk Orders & Corporate Gifting
| Order Type | Return/Refund Policy |
|---|---|
| Bulk orders (5kg+) | Sample approval required before bulk production. No returns after approval |
| Corporate gifting | Quality check report provided before shipping. No returns |
| Customized orders (e.g., personalized packaging) | No returns or refunds |
10. How to Contact Us
| Method | Details |
|---|---|
| Email (Returns) | info@biharithekuaonline.com |
| Email (Support) | info@biharithekuaonline.com |
| WhatsApp / Phone | +91 8802369836 |
| Business Hours | Monday to Saturday, 10:00 AM – 7:00 PM IST |
11. Sample Return/Refund Request Form (Copy-Paste)
You can add this form to your Contact Us or Returns page:
Order ID: ____________________ Name: ____________________ Phone Number: ____________________ Email: ____________________ Date of Delivery: ____________________ Issue Type (select one): [ ] Damaged product [ ] Stale/expired product [ ] Wrong item delivered [ ] Missing items [ ] Quality issue [ ] Other: ______________ Description of issue: ____________________ _________________________________________ Attach photos/videos (max 5 files, 10MB each) [Upload Files] Preferred resolution: [ ] Full refund [ ] Free replacement [ ] Store credit Submit Request
12. Legal Disclaimer
“This Return and Refund Policy is governed by the laws of India. Any disputes arising out of or relating to this policy shall be subject to the exclusive jurisdiction of the courts in New Delhi.”