1. Eligibility & Reporting Window
Due to the perishable nature of food products, we do not accept change-of-mind returns. Returns and refunds are processed only for the following situations:
- Product damaged in transit (crushed, broken, melted, or packaging compromised)
- Wrong product delivered (different item, flavour, or variant from what was ordered)
- Missing items (order received incomplete — fewer items than confirmed)
- Quality issue (stale, off-taste, unusual appearance, or contamination)
- Expired product (best-before date has passed at the time of delivery)
2. How to Report an Issue
You must report any issue within 48 hours of delivery. After 48 hours, we may not be able to process your claim as we cannot verify transit-related damage or quality issues beyond this window.
To initiate a return or refund, email support@fatso.co.in with the following:
- Your Order ID (found in your order confirmation email or account page)
- Clear photos showing the issue — damaged packaging, wrong product, expiry date, or quality defect. At minimum, include: one photo of the outer packaging, one of the product itself, and one of the label/expiry date if relevant
- A brief description of the problem
- Your preferred resolution: replacement, refund, or store credit
3. Review & Resolution Process
Our support team will review your request within 24 hours of receiving it (on business days). We may ask for additional photos or details if the issue is not clear from the initial submission.
If your claim is approved, we will proceed with your preferred resolution (replacement, refund, or store credit). If replacement is chosen, a new order will be dispatched at no extra cost to you.
For damaged or defective products, we typically do not require you to return the physical product. In rare cases involving high-value orders, we may arrange a reverse pickup at our expense.
4. Refund Timelines & Methods
Once a refund is approved, it will be processed back to your original payment method:
- UPI / Wallets: 1–3 business days
- Credit / Debit Cards: 5–7 business days (depends on your bank's processing time)
- Net Banking: 5–7 business days
- COD orders: Refund via bank transfer (NEFT/IMPS) — we will request your bank details. Allow 5–10 business days
5. Store Credit Option
If you prefer, we can issue store credit instead of a refund. Store credit is issued instantly, does not expire, and can be applied to any future order on fatso.co.in.
Store credit is issued to your account email and is non-transferable. It cannot be redeemed for cash.
6. Non-Refundable Situations
We are unable to process refunds or returns in the following cases:
- Change of mind, taste preference, or 'I didn't like the flavour' — we are a food brand and cannot resell opened or delivered food products
- Issues reported after the 48-hour window from delivery
- Products consumed fully before reporting the issue (partial consumption is acceptable if reporting a quality defect)
- Damage caused by improper storage after delivery (e.g., leaving chocolate cookies in direct sunlight)
- Orders placed to wrong addresses (address errors made by the customer)
- COD handling fee (₹40) — this is non-refundable as it covers courier collection costs
7. Quality Guarantee & Escalation
We take product quality seriously. Every batch is freshly made and quality-checked before dispatch. If you ever receive a product that does not meet your expectations, we want to hear about it.
If you feel your issue has not been resolved satisfactorily by our first-line support, you can escalate by emailing support@fatso.co.in with the subject line 'Escalation — [Order ID]'. We will assign a senior team member to review your case within 48 hours.
For unresolved disputes, you may also reach our Grievance Officer at support@fatso.co.in in accordance with the Consumer Protection Act 2019.