Policy

Refunds & cancellations

Last updated 11 August 2026

Muesli is a sealed food product. Once a pouch has left us and been accepted, we cannot put it back on the shelf — so we do not take returns for a change of mind. What we do stand behind, without argument, is a pouch that reaches you damaged, wrong or short-dated.

Cancelling an order

You can cancel free of charge any time before your order is handed to the courier — usually a window of 1–2 business days. Email hello@khaohealthy.in or call 60003-06449 with your order number and we will refund the full amount, delivery charge included.

Once the parcel has been dispatched it cannot be cancelled. If you refuse delivery, the parcel returns to us and we will refund the item value but not the delivery charge already spent.

When we replace or refund

We will replace the pouch or refund you in full if:

• the pouch arrives torn, punctured, leaking or already open;
• you received a different flavour or quantity than you ordered;
• the product is past its best-before date on arrival;
• the contents are spoiled, infested or clearly not fit to eat.

What we cannot accept

• Pouches that have been opened, tasted or partly eaten, unless the contents were spoiled.
• A change of mind about the flavour — taste is personal, and a sealed food pouch cannot be resold.
• Claims raised more than 48 hours after delivery.
• Damage caused after delivery, including storage in heat or damp.

How to raise a claim

1. Write to hello@khaohealthy.in within 48 hours of delivery.
2. Include your order number and photographs of the pouch, the batch details and the outer packaging.
3. Keep the pouch until the claim is settled — we may ask for it back, at our cost.

We respond to every claim within 2 business days. An unopened-parcel video helps a great deal for transit damage, but we will not refuse a genuine claim for the lack of one.

Refund timelines

Refunds go back to the original payment method. The last leg depends on your bank, not on us. Replacements are shipped at our cost — you never pay delivery twice for our mistake.