StapleGreenz Return & Refund Policy

Important Notice: Perishable Product Policy

At StapleGreenz, we specialize in premium health and wellness food products. Since these are perishable items, our return and refund policy is designed to ensure product quality, food safety, and customer satisfaction. Please read the following carefully.

GENERAL RETURNS & REFUNDS

Can I return my StapleGreenz products?
A: Due to the perishable nature of our health and wellness food products, general returns are NOT accepted. However, we offer full refunds or replacements for products that are:
● Damaged during delivery
● Defective or spoiled at the time of delivery
● Incorrect items (wrong product delivered)
● Expired/past expiry date upon arrival

What is the timeframe to report issues with my order?
A: You must report any issues within 24 hours of delivery. This is crucial because
Perishable products degrade quickly, and evidence must be documented promptly.
Important: No claims will be accepted after 24 hours of delivery. This is a firm deadline to
ensure food safety standards.

What documents do I need to file a refund claim?
A: To process your refund or replacement, please provide:
● Clear photographs of the damaged/defective products (unopened packaging
preferred)
● Photographs of the packaging showing any damage
● Order number and receipt
● Brief description of the issue
● Proof of delivery (if available)

How do I report damaged or defective products?
A: Contact our customer support team immediately:
● Email: care@tfoodz.com
● WhatsApp: ++91 8606370887
● Phone: +91 8606370887

Hours: Monday to Friday, 9:30 AM - 5:30 PM IST

DAMAGE & DEFECT CLAIMS

What qualifies as "damaged" or "defective"?
A: We will approve refunds/replacements for:
● Packaging is torn, crushed, or shows signs of external damage
● Product is leaking from packaging
● Product shows visible mold, discoloration, or unusual odors
● Product arrived broken or in pieces
● Product texture is inconsistent with quality standards
● Expiry date shows the product is already expired on delivery

What does NOT qualify for a refund?

● Products that have been opened or partially consumed
● Products without original, undamaged packaging
● Products showing signs of customer mishandling
● Products stored incorrectly by the customer
● Products spoiled due to improper storage after delivery
● Change of mind or taste preference
● Claims made more than 24 hours after delivery
● Products purchased on discount/sale (unless defective)

Will you need the product back to process a refund?
A: It depends on the situation:
● For damaged/defective items: You do NOT need to return unopened damaged
products. We will issue a refund/replacement based on photographic evidence.
● For wrong item delivered: Yes, you'll need to return the wrong item (prepaid return
label will be provided). Refund will be processed once the item is received.
● Safety note: We will never ask you to return food products that are spoiled or
contaminated, as this poses food safety risks.

REFUND PROCESSING

How long will it take to get my refund?
● Approval & Processing: 3-5 business days after we verify the claim
● Bank Refund: An additional 3-7 business days (depending on your bank)
● Total Timeline: 6-12 business days from the date of claim approval
Note: Some banks take longer to process refunds. If you haven't received your refund within
12 business days, please contact your bank's customer service.

How will I receive my refund?
A: Refunds will be credited to:
● Original payment method - For credit cards, debit cards, and net banking
● Original bank account - If you paid via bank transfer

CANCELLATIONS

Can I cancel my order?
A: Yes, but with time restrictions:
● Before Dispatch: Full refund (100%)
● After Dispatch, Before Delivery: No cancellation possible, but you can file a
damage/defect claim if applicable
● After Delivery: No cancellation possible, but you can file a damage/defect claim if
applicable
Important: To cancel, please contact customer support within 2 hours of placing your order for the fastest processing. For cancellations after dispatch, contact us immediately as we can only process cancellations if the shipment hasn't entered final delivery phase.

What if my order is delayed?
A: If your order is delayed beyond the promised delivery date:
1. We will attempt reshipment at no extra charge
Please report delays to us within 48 hours of the promised delivery date.

MISSING OR INCOMPLETE ORDERS

What if I didn't receive all the items from my order?:
      1. Report immediately (within 24 hours of delivery)
      2. Provide photos of:
                    ○ Unopened packaging
                    ○ Packing slip (if available)
                    ○ All items received
      3. We will send the missing items immediately or process a partial refund
For high-value missing items, we may request the return of the packing slip for verification.

What if some items arrived in good condition and others were damaged?
A: We will process:

● Partial refund for damaged items only
● Replacement shipment for damaged items (your choice)
● The cost of good items remains non-refundable

What if my order couldn't be delivered due to a wrong address, phone number, or email ID?
● NO REFUND will be issued for delivery failures due to incorrect information
● Clear list of what constitutes wrong information (address, phone, email, pincode, etc.)
● Customer must pay full price again for reshipment
● Original order amount will NOT be refunded

What if I was not available during delivery and the package was returned?

Default Policy (NO REFUND):

• Customer unavailability after 3 delivery attempts = NO refund
• The delivery partner makes 3 separate attempts to reach customer
• Standard industry practice for perishable goods

Exception (REFUND GRANTED):

• If proof shows delivery partner never attempted contact
• Must have evidence (call logs, no missed calls, etc.)
• Must be reported within 24 hours
  

QUALITY & FRESHNESS CLAIMS

What if the product tastes/looks different from what I expected?

This depends on the reason:

ELIGIBLE FOR REFUND:
● Product is spoiled/moldy (even if within expiry)
● Product has unusual taste due to contamination
● Product texture is completely different from product description
● Product shows signs of improper storage/handling during shipping

NOT ELIGIBLE FOR REFUND:
● Personal preference/taste mismatch
● Slight variations in taste/appearance (natural variations in organic/wellness products)
● Customer didn't follow storage instructions after receiving
Note: Please provide detailed descriptions with photos for quality complaints.

EXPIRED PRODUCTS

What if my product arrived expired?

This will be fully refunded or replaced immediately. This is a quality guarantee issue.
Please provide:
● Photo of the expiry date clearly visible
● Your order number
● A brief description
We will process replacement or refund within 3-5 business days.

What if my product expired shortly after I received it?
StapleGreenz guarantees a minimum shelf life of 90 days from the date of delivery for
unopened products.
If your product expires before 60 days:
1. Provide a photo of the expiry date
2. Note the date you received the product
3. Contact us with order details
We will issue a replacement or refund.

SPECIAL SITUATIONS
What if my order was lost or stolen during delivery?
● Report immediately to customer support and your logistics partner
● Provide proof of delivery notification
● We will file a claim with the courier company
● If the claim is approved by the courier, you'll receive a refund or replacement
● Processing time: 7-14 business days
Tip: Request signature confirmation on delivery for high-value orders.

Can I refuse delivery and get a refund?

If you refuse delivery for valid reasons (e.g., damaged packaging):
● Refund is at our discretion.
● Return shipping charges will be deducted from your refund
● Timeline: 10-15 business days

If you refuse without a valid reason:
● Refund is at our discretion (may be reduced by shipping costs)
● Return shipping charges will be deducted

What if I received the wrong product?

We sincerely apologize for this error!

Process:
1. Report within 24 hours with photos of the incorrect product
2. We will send the correct product immediately
3. For return of wrong item: We'll provide a prepaid return label
4. Once received and verified, the wrong item won't be charged
No refund deduction will be made for delivery errors on our part.

PROMOTIONAL/DISCOUNTED ITEMS

Can I return items purchased at a discount or sale?
● YES - If the item is damaged, defective, or expired upon delivery
● NO - If returning due to personal preference

Discounted items have the same quality guarantee as regular-priced items. If there's a
quality issue, you're fully eligible for a refund/replacement regardless of the discount.

Do I need to provide proof of purchase for a refund?
● No physical receipt needed - We have digital records
● Provide your order number (from email or account)
● Your registered email address or phone number
● We can verify the order immediately

What if I'm not satisfied with the refund decision?
A: If you disagree with our refund decision:
1. Appeal: Email care@tfoodz.com with "APPEAL" in the subject line
2. Provide: Additional evidence (photos, medical issues if food-related, etc.)
3. Review: Our management team will review within 5-7 business days
4. Decision: You'll receive the final decision with an explanation

IMPORTANT TERMS & CONDITIONS

✅ We Stand Behind Quality: All StapleGreenz products are carefully selected and
packaged. We guarantee quality on delivery.
✅ Food Safety First: We comply with all food safety regulations and handle claims
according to FSSAI guidelines.
✅ 24-Hour Reporting Window: This is non-negotiable for food safety reasons. Perishable
items degrade rapidly, and we must verify claims quickly.

✅ Documentation Required: Photos are mandatory for all damage/defect claims. This
protects both you and us.
✅ No Restocking Fees: For valid claims, there are no additional fees. We never charge
restocking fees.
✅ Transparency: All refund amounts and timelines will be communicated clearly.

OUR COMMITMENT TO YOU

At StapleGreenz, customer satisfaction is our priority. While we cannot accept returns of unopened, undamaged products due to food safety regulations, we are committed to:
● Careful packaging to ensure safe delivery
● Fast delivery to maintain freshness
● Responsive customer service for all issues
● Fair and transparent refund policies
● Zero compromises on product quality

⚖️ LEGAL DISCLAIMER

This policy is subject to applicable laws of India, including the Consumer Protection Act, 2019, and FSSAI food safety regulations. In case of any disputes, the jurisdiction will be Delhi.

Last Updated: [18-05-2026] Version: 1.0

For any questions or clarifications, please contact: support@staplegreenz.com

Quick Reference Table

Issue	Eligibility	Timeframe	Refund
Damaged Packaging	Yes	24 hours	Full
Expired on Delivery	Yes	24 hours	Full
Spoiled/Moldy	Yes	24 hours	Full
Wrong Item Delivered	Yes	24 hours	Full
Cancel Before Dispatch	Yes	2 hours	Full (100%)
Cancel After Dispatch (Before Delivery)	Yes	ASAP	Partial (80%)
Personal Preference	No	--	--
Opened/Consumed	No	--	--
After 24 Hours (Defects)	No	--	--
Improper Storage by Customer	No	--	--

 

We're Here to Help!  If you have any questions, please don't hesitate to reach out. Your satisfaction is our success.