Refund policy
Cancellation, Return & Refund Policy
Brand Name: Twine (Owned and operated by Knockfoods (OPC) Private Limited)
At Twine, every jar of our crispy chili oil is crafted in small batches under strict FSSAI hygiene and food safety standards. Because our products are consumable food items packaged in glass, we follow a strict, transparent policy regarding cancellations, returns, and refunds to ensure safety for all customers.
1. Order Cancellation Policy
A. Cancellation by the Customer
- Cancellation Window: You may cancel your prepaid order for a 100% full refund at any time before the order is dispatched from our Noida facility (typically within 12 to 24 hours of placing the order).
- How to Cancel: To request an immediate cancellation, email us at Knockfoods@gmail.com (or message our official WhatsApp support line) with the subject line "CANCEL ORDER # [Your Order Number]".
- Post-Dispatch Cancellations: Once your order has been packed, manifested, and handed over to our courier partner (i.e., once a tracking link is generated), the order cannot be cancelled. If you refuse delivery at the doorstep after dispatch, it will be treated as a Return to Origin (RTO), and two-way shipping and packaging charges will be deducted from your refund.
B. Cancellation by Twine (Knockfoods (OPC) Private Limited)
We reserve the right to cancel an order in whole or in part under the following rare circumstances:
- Unavailability of a specific small-batch variant or raw ingredient delay.
- Inaccurate pricing or typographical errors on the website.
- Unserviceable delivery pincode or incomplete address details where the customer is unreachable for verification.
- Suspected fraudulent transaction flagged by our payment gateway.
- Resolution: If we cancel your order for any of the reasons above, a 100% full refund will be initiated immediately to your original payment method.
2. Return & Exchange Policy (Food Safety & Hygiene Standard)
- No Returns on Delivered Food Products: Due to FSSAI food safety regulations, hygiene standards, and the risk of tampering once a food product leaves our climate-controlled facility, we do not accept physical returns or exchanges of delivered jars—whether opened or unopened.
- No Refunds for Personal Taste or Spice Tolerance: Our chili oils are crafted with authentic chilies (including Byadagi, Guntur Teja, and Bhut Jolokia in select variants) and Sichuan pepper. Spice tolerance and flavour preferences are subjective. We cannot offer returns, replacements, or refunds because a product is perceived as "too spicy," "too mild," or not suited to personal taste preferences. Please review the variant descriptions, spice ratings, and ingredient lists carefully on our product pages before purchasing.
- Natural Product Characteristics Are Not Defects:
- Natural separation of cold-pressed oil and crispy chili sediment is normal.
- Slight batch-to-batch variations in colour or heat are natural outcomes of using real, seasonal agricultural produce without artificial colours or stabilizers.
- Minor oil moisture around the cap threads caused by thermal expansion during summer transit (when the vacuum seal and glass remain completely intact) does not compromise safety and is not eligible for return.
3. Damaged, Defective, or Wrong Items (100% Replacement / Refund Guarantee)
While we do not accept general returns, we stand 100% behind the safe delivery and quality of your order. You are eligible for a free replacement or a 100% full refund (at your choice) if:
- Transit Breakage: Your glass jar arrives shattered, cracked, or actively leaking due to a broken vacuum seal.
- Wrong Item Delivered: You received a different flavor variant or fewer jars than what you ordered and paid for.
- Expired or Compromised Quality: The product received is past its stated shelf life or the tamper-evident seal was broken prior to opening.
Mandatory Claim Procedure (Within 48 Hours)
To protect against courier fraud and help us claim transit insurance from our logistics partners, please follow these exact steps within 48 hours of delivery:
- Record an Uncut Unboxing Video: Record a continuous, unedited video starting from the intact outer shipping box (clearly showing the pasted shipping label with your Order ID/AWB number) through the opening of the box and inspection of the damaged/incorrect glass jar
- Take Clear Photographs: Take 2–3 clear photos of the broken jar/seal and the outer corrugated box.
- Submit Your Claim: Email the unboxing video and photos along with your Order ID to Knockfoods@gmail.com within 48 hours of the delivery timestamp.
- Note: Claims submitted after 48 hours of delivery, or claims without an uncut unboxing video showing the shipping label, cannot be accepted as courier partners close their investigation and insurance windows after this period
- Do Not Consume Damaged Jars: If a glass jar arrives cracked or shattered, please dispose of it safely. Do not attempt to consume any product from a broken glass container due to the risk of microscopic glass splinters.
4. Refund Processing & Timelines
Once your cancellation request or damage claim is verified and approved by our team:
- Approval Notification: You will receive a confirmation email within 24 to 48 business hours confirming the approval of your refund or replacement dispatch.
- Refund Method: All refunds are credited strictly back to the original mode of payment used during checkout (UPI, Credit Card, Debit Card, or Net Banking). We do not issue cash refunds or transfers to alternate bank accounts.
- Settlement Timeline: Once initiated by our payment gateway, the refund will reflect in your source account within 5 to 7 business days, depending on your bank's processing timelines.
RTO (Failed Delivery) Refunds: If a prepaid parcel is returned to our Noida facility (RTO) because the customer provided an incorrect address, was unreachable across 3 delivery attempts, or refused delivery, the refund will be processed only after the physical parcel is received back at our warehouse, with two-way shipping and packaging costs deducted from the order total