Refund policy

Refund policy

Cancellation, Return, Replacement & Refund Policy

At Millet Twist, we take utmost care to ensure that your order reaches you safely and in good condition. Since we deal with food products, certain restrictions apply to cancellations, returns and exchanges.

Cancellations

Changed your mind? No worries.

You may request cancellation of your order within 1 hour of placing the order, provided the order has not already been packed or dispatched.

To request a cancellation, please contact us through WhatsApp, phone or email and mention your order number.

For eligible prepaid cancellations, the amount paid will be refunded to the original mode of payment.

Once an order has been dispatched, it cannot be cancelled. If the customer refuses to accept the shipment or the shipment is returned to us for reasons attributable to the customer, the Return-to-Origin (RTO) Policy mentioned below will apply.

Undelivered Orders / Return-to-Origin (RTO) Policy

Once an order has been dispatched, Millet Twist incurs forward shipping and logistics costs irrespective of whether the customer ultimately accepts the shipment.

If an order is returned to us by the delivery partner due to reasons attributable to the customer, including but not limited to:

  • Customer refusing to accept the shipment

  • Customer being unavailable despite delivery attempts

  • Customer not responding to calls or delivery communication

  • Incorrect or incomplete delivery address provided while placing the order

  • Incorrect phone number provided while placing the order

  • Failure to collect or accept the shipment after reasonable delivery attempts

the order will be treated as a Customer-Attributable RTO.

Prepaid Orders

For prepaid orders that become Customer-Attributable RTOs, a total logistics charge of ₹200 will be deducted from the amount paid, comprising:

  • ₹100 – Forward Shipping / Logistics Charge

  • ₹100 – Return-to-Origin (RTO) / Reverse Logistics Charge

The remaining eligible amount, if any, will be refunded to the customer's original mode of payment.

If the total amount eligible for refund is less than ₹200, the deduction will be limited to the amount available for refund and no additional amount will be collected from the customer.

These RTO charges may also apply to orders that originally qualified for promotional or free shipping, since Millet Twist still incurs forward and reverse logistics costs when such shipments are returned due to customer-attributable reasons.

Exceptions

RTO deductions will not be applied where the failure of delivery is attributable to Millet Twist or the delivery partner, such as:

  • Shipment sent to an incorrect address despite the customer providing correct details

  • No reasonable delivery attempt being made

  • Parcel being lost or materially damaged in transit

  • Order being returned because of an error attributable to Millet Twist

  • Any other circumstance where Millet Twist determines that the customer was not responsible for the failed delivery

Such cases will be reviewed individually and an appropriate replacement or refund will be provided.

Reshipping Returned Orders

Reshipping of an RTO order is subject to product condition, shelf life and stock availability.

Since Millet Twist sells food products, returned products may no longer be suitable for resale or reshipment due to transit time, remaining shelf life or food-safety considerations.

Therefore, reshipping of an RTO order is not guaranteed.

Return Policy

Since Millet Twist products are edible food products, we do not accept returns or exchanges after successful delivery merely due to change of mind, taste preference or personal preference.

However, if you receive a product that is:

  • Damaged during transit

  • Leaking or torn

  • Incorrect compared with your order

  • Missing from the shipment

  • Spoiled or otherwise defective within its applicable shelf life

please contact us within 48 hours of delivery.

We will review the issue and offer an appropriate resolution, which may include replacement or refund.

Damage, Shortage or Incorrect Product Claims

For claims relating to:

  • Damaged packaging

  • Missing products

  • Incorrect products

  • Leakage

  • Visible transit damage

please share an uncut parcel-opening/unboxing video clearly showing the sealed parcel being opened and the issue with the product.

The video helps us verify the condition in which the shipment was received and raise a claim with our logistics partner where applicable.

Claims will be reviewed by our team on a case-to-case basis.

Replacement Policy

Where a replacement is approved, it will be subject to availability of stock and applicable shelf-life requirements.

Approved replacements are normally dispatched within 2–3 business days after the claim has been verified.

If a replacement product is unavailable, an eligible refund will be processed instead.

Refund Policy

Once a refund request has been reviewed and approved, Millet Twist will generally initiate the refund within 3–5 business days.

The amount will be credited to the original mode of payment. Depending on the bank, card issuer, UPI provider or payment gateway, it may take approximately 7–10 business days after processing for the amount to reflect in your account.

For Customer-Attributable RTO prepaid orders, the applicable forward and reverse logistics charges described in the RTO Policy will be deducted before the refund is processed.

Refund deductions will not apply where the delivery failure, damage, incorrect shipment or other eligible issue is attributable to Millet Twist or its delivery partner.

Delivery Information

Customers are responsible for providing a complete and accurate delivery address and active contact number while placing an order.

Please ensure someone is available to receive the shipment when delivery is attempted.

Once the shipment is handed over to our logistics partner, delivery timelines may vary depending on the location, operational conditions and circumstances beyond our reasonable control.

Contact Us

For cancellations, delivery issues, replacements, refunds or any other assistance, please contact:

Email: hello@millettwist.com

Call / WhatsApp: +91-9701717774

Please mention your order number when contacting us so that we can assist you faster.