Cancellation & Return Policy

CANCELLATION, RETURNS & REFUND POLICY

TBB FOODS PVT LTD

(Brand Name  "The Baklava Box")

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1. CANCELLATION POLICY

1.1 Cancellation by Customer – Before Dispatch:

TBB FOODS PVT LTD allows order cancellation within 2 hours of placing the order, provided the order has not yet been dispatched. To request cancellation, contact TBB FOODS PVT LTD immediately at [+918100080740].

1.2 Cancellation by Customer – After Dispatch:

Once an order has been dispatched by TBB FOODS PVT LTD, cancellation is not possible. TBB FOODS PVT LTD prepares fresh products upon receipt of order, and due to the perishable nature of our products (baklava, kunafa, fudge, etc.), TBB FOODS PVT LTD cannot accept cancellations or modifications post-dispatch.

1.3 Cancellation by TBB FOODS PVT LTD:

TBB FOODS PVT LTD reserves the right to cancel orders due to:

• Product unavailability
• Pricing or description errors on the TBB FOODS PVT LTD website
• Suspected fraudulent transactions
• Delivery location outside TBB FOODS PVT LTD's serviceable area
• Force majeure events

In such cases, TBB FOODS PVT LTD will process a full refund within 5-7 business days.

2. REFUND POLICY OF TBB FOODS PVT LTD

2.1 Failed/Unsuccessful Transactions

If your payment was deducted but the transaction on TBB FOODS PVT LTD's website failed or order was not confirmed, the amount will be automatically refunded to your original payment method within 5-7 business days. If you do not receive the refund within this period, please contact TBB FOODS PVT LTD with your transaction details.

2.2 Damaged or Defective Products

TBB FOODS PVT LTD takes great care in packaging all products. However, if you receive:

• Damaged products (crushed, broken, or packaging compromised)
• Incorrect items
• Products with quality issues (mold, spoilage, foreign objects)

Please notify TBB FOODS PVT LTD within 24 hours of delivery with:

• Order number
• Clear photographs of the damaged/defective product
• Brief description of the issue

Upon verification, TBB FOODS PVT LTD will offer either:

• Full refund for the affected item(s), OR
• Replacement (subject to availability and delivery feasibility)

Refunds by TBB FOODS PVT LTD will be processed within 5-7 business days to the original payment method.

2.3 Non-Delivery / Lost Shipments

If your order from TBB FOODS PVT LTD is not delivered within 10 days of dispatch (for domestic orders) and tracking shows no movement, contact TBB FOODS PVT LTD immediately. TBB FOODS PVT LTD will investigate with our courier partner and provide either a replacement or full refund.

2.4 When Refunds Are NOT Applicable

TBB FOODS PVT LTD will not provide refunds for:

• Change of mind after dispatch
• Incorrect address provided by customer leading to failed delivery
• Customer unavailable to receive delivery (after reasonable attempts by TBB FOODS PVT LTD's courier partner)
• Recipient refusing delivery
• Taste preferences (sweetness, texture, etc.) that align with product descriptions on TBB FOODS PVT LTD's website
• Products opened or consumed beyond what's necessary to identify a defect
• Claims made after 24 hours of delivery without valid reason

3. RETURNS & EXCHANGE POLICY OF TBB FOODS PVT LTD

3.1 Returns

Due to the perishable nature of food products sold by TBB FOODS PVT LTD, we operate a no-return policy. Products cannot be returned to TBB FOODS PVT LTD for hygiene and food safety reasons.

However, if you have a genuine complaint about product quality, please contact TBB FOODS PVT LTD within 24 hours with photographs. TBB FOODS PVT LTD will review your complaint and offer appropriate resolution (refund or replacement) if the complaint is valid.

3.2 Exchanges

TBB FOODS PVT LTD does not offer exchanges as our products are freshly prepared and perishable. In case of a valid quality complaint, TBB FOODS PVT LTD will provide a replacement or refund rather than an exchange.

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4. HOW TO RAISE A COMPLAINT WITH TBB FOODS PVT LTD

Step 1: Contact TBB FOODS PVT LTD within 24 hours of delivery

• Email: [customerservice@thebaklavabox.com]
• Phone: [+918100080740]
• WhatsApp: [+918100080740]

Step 2: Provide the following details to TBB FOODS PVT LTD:

• Order ID
• Date of delivery
• Clear photographs showing the issue
• Description of the problem

Step 3: TBB FOODS PVT LTD's team will review and respond within 48 hours

Step 4: If eligible, TBB FOODS PVT LTD will process refund within 5-7 business days

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5. REFUND PROCESSING BY TBB FOODS PVT LTD

Timelines are indicative and may vary based on your bank/payment provider. TBB FOODS PVT LTD will initiate the refund within 48 hours of approval.

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6. GRIEVANCE REDRESSAL – TBB FOODS PVT LTD

If you are not satisfied with the resolution provided by TBB FOODS PVT LTD, you may escalate to our Grievance Officer:

Grievance Officer: [Virat] Company: TBB FOODS PVT LTD Email: [customerservice@thebaklavabox.com] Phone: [+918100080740] Address: [113 PODDAR POINT PARK STREET]

TBB FOODS PVT LTD is committed to resolving all grievances within 30 days of receipt as per the Consumer Protection (E-Commerce) Rules, 2020.

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7. CONTACT TBB FOODS PVT LTD

TBB FOODS PVT LTD (Operating as "The Baklava Box")

Registered Office: 

Floor No.: 1ST FLOOR

Building No./Flat No.: 1

Name Of Premises/Building: BUILDING B

Road/Street: PODDAR POINT

Locality/Sub Locality: 113 PARK STREET

City/Town/Village: Kolkata

District: Kolkata

State: West Bengal

PIN Code: 700016

GSTIN: 19AAMCT2466N1ZJ

Website: www.thebaklavabox.com

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8. GOVERNING LAW

This Cancellation, Returns & Refund Policy of TBB FOODS PVT LTD shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with this policy shall be subject to the exclusive jurisdiction of the courts in Kolkata, West Bengal.

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This policy is published by TBB FOODS PVT LTD and was last updated on [20/01/2026].

TBB FOODS PVT LTD reserves the right to modify this policy at any time without prior notice. The updated policy will be effective immediately upon posting on the TBB FOODS PVT LTD website.