Return & Refund Policy

1Scope of this policy#

This Return and Refund Policy applies to all purchases made from the website operated by Biteora Foods LLP ("Biteora", "we", "us" or "our"), with its principal place of business at A-83, Second Floor, A-Block, Sector-83, Noida, Gautam Buddha Nagar, Uttar Pradesh, 201305. This policy is published in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

By placing an order with us, you confirm that you have read and understood this policy.

2Food products are non-returnable#

All Biteora products are food items intended for human consumption. For reasons of hygiene, food safety and the integrity of the cold-and-dry supply chain, we cannot accept the return of any product once its packaging has been opened, tampered with, or the tamper-evident seal has been broken.

This is not a commercial preference — it is a food safety requirement. Once a sealed food pouch leaves our control and is opened, we have no way to verify how it has been stored or handled, and we cannot lawfully or safely resell, restock or redistribute it.

Accordingly, we do not offer returns, exchanges or refunds on the grounds of:

• change of mind, or the product not matching a personal taste preference;
• the flavour, texture or spice level not being as expected, where the product itself is sound;
• an opened, partially consumed or fully consumed pack;
• a product that has been stored contrary to the instructions printed on the pack;
• a product damaged after delivery through mishandling, or
• a claim raised after the time limit set out in Clause 4 below.

3When we will refund or replace#

We stand fully behind the condition in which our product reaches you. We will issue a free replacement or a full refund, at your election, where the product is delivered:

• Damaged — the pouch is torn, crushed, punctured or leaking on arrival;
• Defective — the seal is broken or ineffective, or the pack is under-filled against its declared net quantity;
• Spoiled — the contents are stale, mouldy, infested, or otherwise unfit for consumption on opening;
• Expired or short-dated — the product is delivered past its "best before" date, or with insufficient remaining shelf life;
• Incorrect — you received a different flavour, variant or quantity from what you ordered; or
• Incomplete — an item recorded in your order confirmation is missing from the shipment.

Nothing in this policy limits any right or remedy available to you as a consumer under the Consumer Protection Act, 2019 or any other applicable law.

4How to raise a claim — photographic proof within 48 hours#

You must contact us within 48 (forty-eight) hours of the delivery timestamp recorded by our courier partner, and you must support your claim with photographs. Because the subject matter is perishable food, we are unable to verify or process claims raised after this window.

To raise a claim, email info.biteorafoods@gmail.com with the subject line "Claim – [your order number]", attaching:

• a clear photograph of the outer shipping package as received, including the shipping label;
• a clear photograph of the product pouch, showing the batch number and "best before" date;
• a clear photograph of the defect complained of — the damage, the spoilage, or the incorrect item; and
• a short description of the problem.

Where practical, we strongly recommend photographing the parcel before opening it if it appears damaged on arrival, and refusing delivery outright if the outer packaging is visibly destroyed.

Please retain the product and its packaging until your claim is resolved. We may ask you to keep the item available for up to 7 days for inspection or courier pick-up. Please do not consume a product you believe to be spoiled.

5How we assess a claim#

We acknowledge every claim within 48 hours of receiving it. We aim to complete our assessment within 3 to 5 business days of receiving complete photographic evidence, and we will inform you of the outcome by email.

If we approve the claim, you may choose either a free replacement dispatched at our cost, or a refund processed under Clause 6. If we are unable to approve a claim, we will explain our reasons in writing, and you remain free to escalate the matter through the grievance mechanism in Clause 9.

6Refund timelines#

Approved refunds are initiated by us within 1 to 2 business days of approval and are credited to the original payment method. Once we initiate a refund, the time to reach your account depends on your bank or payment provider:

Refunds are always made to the original payment instrument. We do not make refunds in cash. Where a credit card refund is issued, your card issuer may reflect it against your next statement rather than as an immediate credit — this timing is controlled by the issuing bank and not by us.

We refund the full amount you paid for the affected item. Where the entire order is refunded on account of a fault attributable to us, we refund the shipping charges you paid as well.

7Cancelling an order#

You may cancel an order free of charge at any time before it has been dispatched, by emailing info.biteorafoods@gmail.com or calling +91-9315119446. If payment has been made, the full amount is refunded under the timelines in Clause 6.

Once an order has been handed to our courier partner, it cannot be cancelled, because the food product has entered the delivery chain. You may instead refuse the delivery, which is dealt with under our Shipping and Delivery Policy.

8Statutory rights and food safety reporting#

This policy does not exclude or limit your statutory rights. In addition to contacting us, you may report any food safety concern directly to the Food Safety and Standards Authority of India through the FSSAI Food Safety Connect mobile application or the FSSAI grievance portal.

9Grievance redressal#

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, we operate a grievance redressal mechanism. If something has gone wrong with your order, or you are unhappy with how a request was handled, this is the route to escalate it.

We acknowledge every complaint within 48 hours of receipt and endeavour to resolve it within one month, as required under the said Rules. Please quote your order number and describe the issue so we can help you faster.