Refund policy

At Thamaraco Global Foods Private Limited, we are committed to ensuring customer satisfaction. This Refund and Cancellation Policy outlines the conditions under which refunds or cancellations may be sought by our customers for purchases made through our payment platform.

1. Order Cancellation

Cancellation requests are accepted under the following conditions:

• Cancellation before dispatch: Orders may be cancelled within 24 hours of placement with a full refund, provided the goods have not yet been dispatched.

• Cancellation after dispatch: Once an order has been dispatched, cancellation will not be entertained. The customer may raise a return/refund request upon receipt as per Section 3.

• Cancellation of import/export orders: Due to the nature of international trade and customs clearance procedures, cancellations of import or export orders must be requested within 12 hours of order confirmation. Cancellations made after this window may be subject to applicable duties, freight charges, and handling fees.

• Bulk/Wholesale orders: Cancellation of bulk or wholesale orders placed under a Purchase Order (PO) must follow the terms specified in the respective Sales Agreement / PO.

2. Non-Cancellable Orders

The following orders are non-cancellable once confirmed:

• Perishable food items that have been packed or dispatched

• Custom-labelled or specially sourced products

• Orders with a signed purchase agreement that specifies non-cancellation terms

• Orders for which payment has been fully processed and goods are in transit

3. Refund Eligibility

Refunds may be considered in the following situations:

• Product received is damaged, spoiled, or defective upon delivery — must be reported within 24 hours of receipt with photographic evidence.

• Wrong product delivered — full refund or replacement will be provided.

• Short shipment — refund for the undelivered quantity or credit note will be issued.

• Order cancelled before dispatch within the eligible window — full refund.

• Duplicate payment made — excess amount will be refunded in full.

4. Refund Process

To initiate a refund:

• Contact us at hello@upperisnacks.com within 24–48 hours of receiving the order.

• Provide your Order ID, Invoice Number, and supporting photographs/evidence.

• Our team will review and respond within 3 business days.

• Approved refunds will be processed within 7–10 business days to the original payment method via Zoho Payments.

5. Refund Timeline

6. Non-Refundable Situations

Refunds will NOT be provided in the following cases:

• Change of mind after dispatch of goods

• Damage caused by improper handling, storage, or use by the customer

• Complaints raised beyond the 48-hour window after delivery

• Products consumed, used, or tampered with after delivery

• Custom-sourced or private-label products ordered on specific customer request

7. Return of Goods

In cases where a refund requires return of goods, the customer must:

• Retain the original packaging and invoice.

• Contact us to arrange reverse logistics — we will coordinate pickup within 3 business days of approval.

• Return goods must be in their original, unopened condition (except where defect/damage is the reason for return).

Return shipping costs will be borne by Thamaraco Global Foods in cases of defective, damaged, or wrong product delivery. In other eligible cases, return shipping may be deducted from the refund amount.

8. GST & Invoice Adjustments

For B2B customers, refunds may be processed via a Credit Note in lieu of direct payment refund, as per GST regulations under the CGST Act, 2017. The Credit Note will be issued within the applicable GST return filing period.

9. Contact for Refunds & Cancellations

For any refund or cancellation request, please reach us at:

Email: hello@upperisnacks.com

Phone: 9746461594 (Mon–Sat, 9:00 AM – 6:00 PM IST)

Address: No. 4/461, 2nd Floor, Valamkottil Towers, Judgemukku, Kakkanad, Kochi – 682021, Kerala

We aim to resolve all disputes amicably and ensure a smooth experience for our customers and business partners.