Refund policy

Last Updated: 12 August 2026

At FOXENA, we take product quality, food safety, and customer satisfaction seriously. As we sell packaged food products, returns are restricted for hygiene and food-safety reasons. However, this policy does not limit any rights available to consumers under applicable Indian law.

Eligible for Refund or Replacement

You may request a refund or replacement if:

You receive a damaged, broken, leaking, or tampered package.
You receive the wrong product or flavour.
You receive an expired product.
The product is defective, contaminated, unsafe, or unfit for consumption when received.
The product received is materially different from the product ordered or described on our website.
One or more products are missing from your confirmed order.
The order is delivered materially beyond the stated delivery schedule in circumstances where applicable consumer law provides a refund or other remedy.

Please report such issues to us within 7 days from the date of delivery for faster resolution.

The above reporting period does not restrict any statutory right or remedy that cannot legally be excluded.

Non-Returnable / Non-Refundable Cases

A return or refund will normally not be provided for:

Change of mind after delivery.
Dislike of flavour, taste, seasoning, spice level, or personal preference.
Products that have been opened or consumed where there is no quality, safety, or order-related issue.
Products damaged because of improper handling or storage after delivery.
Products deliberately damaged, altered, or tampered with after delivery.
Delivery problems caused by an incorrect or incomplete address provided by the customer, subject to applicable law.

How to Raise a Request

Please contact us at:

Email: support@foxena.shop

Include the following information:

Order number
Customer name
Registered email address or mobile number
Reason for the request
Clear photographs of the affected product
Photographs of the outer packaging, where applicable
Batch number and Best Before/Expiry details, where relevant

An unpacking video may help us investigate transit-damage or missing-product claims but will not automatically be treated as the sole condition for exercising a statutory consumer right.

Please retain the affected product and its original packaging until the complaint has been resolved.

If the product appears contaminated, expired, tampered with, or unsafe, please do not consume it.

Verification

FOXENA may verify the information, photographs, order records, batch details, delivery information, and other reasonable evidence before approving a refund or replacement.

We may also coordinate with our manufacturer, fulfilment partner, courier partner, or payment provider where necessary to investigate the issue.

Replacement

For an eligible claim, FOXENA may offer a replacement where appropriate and accepted by the customer.

Replacement is subject to product availability.

If an eligible replacement cannot be provided, a refund may be issued in accordance with this policy and applicable law.

Refund Processing

Once an eligible refund is approved, FOXENA will initiate the refund within 7–10 business days.

For prepaid orders, refunds will generally be processed to the original payment method.

For Cash on Delivery orders, we may request appropriate bank account or UPI details to process the refund.

After FOXENA initiates the refund, the actual time required for the amount to appear in your account may depend on your bank, card issuer, UPI provider, or payment gateway.

Return Shipping

If FOXENA requires an eligible damaged, defective, wrong, expired, or non-compliant product to be returned, FOXENA will arrange the return or bear the reasonable return-shipping cost.

Do not send any product back without first contacting FOXENA and receiving return instructions.

Damaged or Unsafe Food

If you believe a product is unsafe, contaminated, expired, or otherwise unsuitable for consumption, stop using the product and contact us promptly with the order and batch details.

We may request photographs or additional information so that the matter can be investigated for food-safety and quality-control purposes.

Statutory Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict, or override any right or remedy available to a consumer under the Consumer Protection Act, 2019, applicable Consumer Protection (E-Commerce) Rules, food-safety laws, or any other applicable law in India.

Where applicable law provides a consumer with a right to refund, replacement, compensation, or another remedy, such statutory right will prevail over any inconsistent provision of this policy.