Policies

Shipping

We ship across India from our kitchen in Siliguri, West Bengal. Orders placed before 2pm IST on a working day are dispatched the same day; anything after that goes out the next morning. We don't dispatch on Sundays or national holidays.

Charges

• Flat ₹60 per order.
• Free on orders of ₹799 and above.
• Cash on delivery adds a ₹40 handling fee and is not available on every PIN code.

Delivery times

• Metro cities — 2 to 4 working days.
• Rest of India — 4 to 7 working days.
• North-east, Jammu & Kashmir, Ladakh, Andaman & Nicobar — up to 10 working days.

Once your order ships you'll get an SMS and email with the courier name and AWB number. You can also check any time on the order tracking page. Delays caused by weather, strikes or courier backlogs are outside our control, but tell us and we will chase it with the courier on your behalf.

International

We do not ship outside India yet.

Returns & refunds

Because this is a food product, we cannot accept returns of opened pouches for reasons of taste preference. Everything else, we will make right.

We replace or refund, no argument, if:

• The pouch arrives torn, leaking or with a broken seal.
• The product is past, or close to, its best-before date on arrival.
• You received the wrong item or quantity.
• The order never arrived and the courier has marked it lost.

How to raise it

Email hello@twakaco.com within 48 hours of delivery with your order number and a photo of the pouch and the outer box. We respond within one working day and either ship a replacement at our cost or refund you in full.

Cancellations

You can cancel any order that hasn't shipped yet — email us with the order number and we'll stop it. Once an AWB is generated the order is with the courier and can no longer be cancelled.

Refund timelines

Approved refunds are issued to the original payment method through Razorpay. UPI and wallet refunds usually land in 3 to 5 working days; cards and netbanking take 5 to 7. For cash on delivery orders we refund by UPI or bank transfer to details you provide.

Terms of service

These terms govern your use of twakaco.com and any purchase made through it. The site is operated by Twaka Foods Pvt. Ltd., Unit 4, Hill Road Industrial Estate, Siliguri, West Bengal 734001, India.

Orders and pricing

• All prices are in Indian Rupees and inclusive of GST.
• An order is a offer to buy; it is accepted when we confirm dispatch. We may decline an order — for example if the item is out of stock or the delivery address is not serviceable — and will refund you in full if we do.
• We reserve the right to correct pricing errors before dispatch, and to cancel and refund any order affected by one.
• Maximum 10 pouches per order through the website. For larger quantities, contact us.

Payments

Payments are processed by Razorpay Software Pvt. Ltd. We never see or store your card, UPI or netbanking credentials. Your use of Razorpay is additionally governed by their terms.

Product information

This is a handmade agricultural product. Colour, texture and heat vary slightly between batches and that is normal. Nutritional values are typical, not guaranteed per pouch. The product contains chilli and salt and is not suitable for young children. It is produced in a facility that also handles sesame and mustard.

Liability

Nothing in these terms limits liability for death, personal injury or fraud. Beyond that, our total liability for any order is limited to the amount you paid for that order.

Governing law

These terms are governed by the laws of India. Disputes are subject to the exclusive jurisdiction of the courts at Siliguri, West Bengal.

Privacy

We collect the minimum needed to get a pouch to your door and to talk to you about it.

What we collect

• Order details — name, email, phone, delivery address, order contents and value.
• Payment metadata — the Razorpay payment and order identifiers, and whether the payment succeeded. Not your card or UPI credentials; those never touch our systems.
• Support messages — anything you send us through the contact form or email.

Why

To process and deliver your order, to handle refunds and support, to meet tax and FSSAI record-keeping obligations, and — only if you opt in — to email you when a new batch opens.

Who we share it with

• Razorpay, to take the payment.
• The courier handling your parcel (Delhivery, Blue Dart, DTDC or Ecom Express) — name, address and phone number only.
• Our accountant, for statutory filings.

We do not sell your data, and we do not share it for advertising.

How long we keep it

Order records for eight years, as required for tax. Support emails for two years. Marketing consent until you withdraw it.

Your rights

Write to privacy@twakaco.com to get a copy of your data, correct it, or ask us to delete anything we are not legally required to keep. We respond within 30 days.

Cookies

The site uses local browser storage to remember what's in your cart. That's it — no advertising cookies and no third-party trackers.