Refund and Cancellation Policy

Pre-order cancellation

You may request cancellation before your order is dispatched by emailing support@drinkcrux.co from the email used at checkout and including the order number. If the order has not entered dispatch, we will cancel it without a cancellation fee and initiate a full refund.

Once an order is dispatched, it cannot be cancelled for change of mind. You may refuse delivery, but a refund is not automatic and will depend on the package returning to us safely and your rights under applicable law.

Seller cancellation or delayed launch batch

If CRUX cancels an order, cannot fulfil the launch batch or cannot deliver to the supplied address, we will notify you and initiate a full refund to the original payment method. We do not deduct a cancellation charge when we cancel.

Food-product returns

For hygiene and food-safety reasons, we do not accept returns or exchanges for change of mind, taste preference, an opened pack, or a correctly supplied product after dispatch. Do not consume a product that appears damaged, tampered with or unsafe.

Damaged, tampered, incorrect or missing orders

Contact support@drinkcrux.co within 48 hours of delivery with your order number, a description of the issue, and clear photographs of the outer shipping package, product, seal and shipping label. Keep the affected goods and packaging until we complete our review.

Where the claim is verified, we will offer an appropriate replacement or refund, including any amount paid for the affected goods. This evidence requirement does not remove remedies you are legally entitled to receive.

Failed or duplicate payments

If money is debited but no order is confirmed, or the same order is charged more than once, contact us with the payment reference. Some failed payments reverse automatically through the bank or payment provider.

How refunds are paid

Approved refunds are returned to the original payment method through Razorpay. We normally initiate them promptly after approval. Razorpay states that normal refunds typically take 5 to 7 working days after initiation; your bank, card network or payment provider may take longer to display the credit.

Grievances

Send refund complaints to the CRUX Grievance Officer at support@drinkcrux.co. We aim to acknowledge consumer complaints within 48 hours and resolve them within one month, in line with the Consumer Protection (E-Commerce) Rules, 2020.