Refund policy

At Totes (operated by DVC Foods LLP), we take great care in manufacturing, packaging, and shipping our high-protein snack puffs to ensure they arrive fresh, crisp, and intact. Because our products are edible packaged food items, our return and refund policy is designed to maintain strict food hygiene and safety standards.

1. Return Policy: Packaged Food Items

Due to the perishable nature of food products, hygiene considerations, and safety regulations, we do not accept physical returns or exchanges once an order has been successfully delivered.

Once a package leaves our fulfillment center and is handed over to the courier partner, it cannot be returned to our inventory for resale.

2. Damaged, Defective, or Incorrect Products

We take full responsibility if your order arrives in compromised condition. You are eligible for a free replacement or a full/partial refund under the following circumstances:

The outer shipping carton or inner product pouches were torn, crushed, tampered with, or unsealed upon delivery.

The delivered flavor, quantity, or variant differs from the order invoice.

The product has passed its marked expiration date prior to delivery.

Items are missing from your package.

How to File a Claim:

Notify our support team within 48 hours of delivery by emailing hello@eattotes.com.

Include your Order ID, registered mobile number, and a brief description of the issue.

Attach clear photographic or video evidence showing:

The damaged/incorrect pouches.

The outer shipping box and the shipping label displaying the tracking number and batch code.

Our team will verify the claim within 24 to 48 business hours. Once validated, we will immediately initiate either a replacement dispatch or a direct refund.

3. Cancellation Policy

Before Dispatch: You may cancel an order free of charge if it has not yet been processed or handed over to our logistics partner. To cancel, email hello@eattotes.com with the subject line "Cancellation Request - [Order ID]" as soon as possible. If approved, a 100% refund will be issued immediately.

After Dispatch: Once a shipment has been handed to the courier and a tracking number has been generated, the order cannot be canceled or redirected.

4. Subscription Order Cancellations ("Subscribe & Save")

You can modify, pause, skip, or cancel recurring subscriptions at any time through your customer account portal prior to the scheduled renewal billing date.

If a subscription charge has already processed and the batch has entered fulfillment, the cancellation will take effect starting with the subsequent cycle.

5. Refund Method & Processing Timelines

Approved Claims: Once a refund is approved by our support team, the transaction will be processed through our payment gateway (Razorpay) back to your original payment method (UPI ID, Debit/Credit Card, or Net Banking account).

Credit Timeline: The refunded amount typically reflects in your bank account or card statement within 5 to 7 business days, depending on your issuing bank’s standard clearing cycle.

Cash on Delivery (COD) Orders (if applicable): Refunds for COD orders will be disbursed via direct bank transfer (NEFT/IMPS) or UPI after you provide verified account details to our support desk.

6. Non-Refundable Scenarios

Refunds or replacements will not be issued in the following cases:

Claims submitted after the 48-hour post-delivery window.

Shipments returned or delayed due to an incorrect/incomplete address or phone number provided at checkout.

Failed deliveries resulting from the recipient being unavailable after 3 courier attempts.

Minor visual differences in packaging artwork that do not affect the quality or quantity of the snack.

Subjective personal taste preferences or dissatisfaction with the flavor profile.

7. Support & Queries

For any questions, order updates, or assistance regarding your delivery:

Entity: DVC Foods LLP

Brand: Totes

Email: hello@eattotes.com