Returns & Refunds

THE2WINS sells food, so we cannot take back a pack that has been opened, or one you have simply changed your mind about. What we do promise is that if anything arrives damaged, incorrect or below the quality we describe, we will put it right with a replacement or a refund, at no cost to you. This policy sets out how.

Cancelling an order

• Before dispatch, you can cancel by message. If you have already paid, we refund the full amount, delivery included, within 5 to 7 working days.
• Once the parcel is booked with India Post it cannot be cancelled or recalled. If you refuse delivery, the parcel returns to us and the "Parcels that come back" clause of our Shipping Policy applies.

What we replace or refund

• Damaged in transit — a torn, crushed or leaking pack, or contents spoiled by the damage.
• Incorrect orders — a wrong product or pack size, or fewer packs than you paid for.
• Quality faults — a broken seal, an off smell or taste, foreign matter, any sign of adulteration, or a pack past its best-before date on arrival.

How to raise it

• Message us on WhatsApp within 7 days of delivery, quoting your order and describing the problem.
• Send photos of the outer parcel, the pack, its label and batch details, and the contents. An unboxing video settles courier-damage claims fastest.
• Keep the product and packaging until we have resolved the claim. For quality faults we may ask you to send the pack back to us; we bear that cost when the fault is ours.

How we resolve it

• We acknowledge every claim within 48 hours and confirm the outcome within 3 working days of receiving your photos or video.
• You choose a replacement or a refund. Replacements are dispatched at our cost as soon as the claim is confirmed.
• Refunds go to the UPI ID or bank account the payment came from, within 5 to 7 working days of confirmation. Where the fault is ours, the delivery charge is refunded too. For a problem with part of an order, we refund the affected items.

What we cannot accept

• Returns of opened packs where there is no fault, or because of a change of mind.
• Natural variation between harvests — differences in colour, texture, crystal size or aroma. Jaggery softens in humid weather and hardens in dry cold; that is cane sugar behaving normally, not spoilage. Storage guidance is in our FAQ.
• Products spoiled by the way they were stored after delivery — for instance jaggery left unsealed in a damp kitchen.
• Claims made more than 7 days after delivery, or without the photos or video we need to assess them.
• Products bought from a retailer rather than from us. Please take those to the shop you bought from — though we would still like to hear about any quality concern.

Your legal rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or any other Indian law. If you are not satisfied with how we handle a claim, contact our Grievance Officer using the details below. You may also approach the consumer commission for your district.

To start a claim, message us on WhatsApp with your order details.

Contact and business details

Business

VAshwini Enterprises, trading as THE2WINS

Address

Plot No. 154, Ram Krishna Paramhans Society, Behind D Mart, Sangli, Maharashtra 416416, India

FSSAI licence

11524997000040

Email

[email protected]

Phone and WhatsApp

+91 90282 05566

Grievance Officer

Grievance Officer, VAshwini Enterprises — reachable at the email and phone above. Complaints are acknowledged within 48 hours and resolved within 30 days.