This Return, Refund & Cancellation Policy applies to BITZO PRIVATE LIMITED ("BITZO", "we", "us", "our"), a company incorporated in India with its registered office at Surat, Gujarat - 394101, and to everyone who uses the website bitzo.co.in, the BITZO app, BITZO stores, Food Corners and related services ("you", "your"). Please read it carefully. By using our services you agree to it.
Our products are food items. For hygiene and safety reasons, they cannot be returned once delivered unless there is a problem described below. We want every order to arrive perfectly — if it doesn't, we will make it right.
1. Cancelling an order
- Before packing: you can cancel from My account → My orders while the order is Placed or Confirmed. You get a full refund.
- After packing / shipping: the order cannot be cancelled online. Contact us immediately; if we can stop the shipment we will cancel it, and courier charges already incurred may be deducted.
- Customised gift orders: once gift packing has been done with your message, the order cannot be cancelled.
- We may cancel an order if an item is out of stock, the address is not serviceable, payment fails or we suspect fraud. You will get a full refund for any amount paid.
2. When you can ask for a replacement or refund
- The product or package was damaged, leaking or tampered on delivery.
- You received a wrong item or an item is missing.
- The product was expired or past its best-before date on delivery.
- The product has a quality defect (for example foreign matter or spoilage before the best-before date).
3. How to report a problem
- Report within 48 hours of delivery by email to contact@bitzo.co.in, by phone 9913653003, or through the Contact Us page.
- Share your order number, a short description and clear photos/video of the outer parcel, the label and the product. An unboxing video helps us resolve faster.
- Keep the product and packaging until the issue is closed; we may arrange a pickup.
If you see the parcel is visibly damaged at the time of delivery, please refuse it or note the damage with the courier.
4. What we will not accept
- Opened, partly consumed or used food items (except for a quality defect).
- Complaints of taste preference, or items not stored as per the label.
- Requests made after 48 hours of delivery.
- Gift-packing material once opened, and free/promotional items.
5. Refunds
- After we approve a refund, the money goes back to the original payment method within 5–7 working days. Bank processing times may vary.
- For cash-on-delivery orders we refund to your bank account/UPI shared with us.
- BITZO Points used on the order are returned to your BITZO wallet. Points earned on a cancelled or returned order are not credited, or are reversed.
- Delivery and gift-packing charges are refunded when the whole order is cancelled before dispatch or when the issue was our fault.
- If a payment was debited but the order failed, the amount is normally reversed automatically by the bank/Razorpay within 5–7 working days.
6. Store and Food Corner purchases
Purchases at BITZO stores and Food Corners should be checked at the counter. Freshly prepared food cannot be returned; please raise any quality issue immediately with the store.
7. Corporate and bulk orders
Corporate, bulk and customised orders follow the terms in the quotation/purchase order, which prevail over this policy.
Governing law and jurisdiction
This policy is governed by the laws of India. Any dispute arising out of or in connection with it shall be subject to the exclusive jurisdiction of the competent courts at Surat, Gujarat, India.
Contact us
BITZO PRIVATE LIMITED
Surat, Gujarat - 394101
Phone: 9913653003 · Email: contact@bitzo.co.in
GSTIN: 24AAPCB0265N1ZE
