Refund and Cancellation Policy

ToMS has established a fair and reasonable Refund and Cancellation policy:

  • For Refund/Replacement and Cancellation requests, please write an email to
  • Cancellations will be considered only if the request is made within 24 hours of placing an order. ToMS will take a decision on the cancellation request based on the current order status among other factors. For example, if a purchase from the vendor has been initiated or if the order has already been shipped, it will not be possible to cancel the order.
  • Cancellation requests will also not be approved for products that the ToMS marketing team has obtained for special occasions like Onam, Christmas, Holi, Diwali, Valentine’s Day etc. These are limited occasion offers and therefore cancellations are not possible.
  • Refund/Replacement requests will be considered only if the request is made to the ToMS customer service team within 24 hours of receiving delivery of the item. The reasons for example could be an incorrect item was shipped, or the product has gone bad. It is the responsibility of the customer to provide adequate information (including photographs) to help ToMS take a decision. There will be no refund if the taste of the product is not to the customer’s liking or if the customer thinks it is not good enough as long as the product is within expiry date.
  • In case of receipt of damaged product, please report the same to our Customer Service team within 24 hours of receipt of the shipment. The Customer should provide adequate information (including photographs) so ToMS can take it up with the Courier company. ToMS will provide refund/replacement to the customer in case of a positive decision.
  • For product replacements, the customer will be shipped a new packet of the same product. In case the same product is not available, an equivalent product will be shipped after discussion with the customer.
  • ToMS will usually process refunds within 1-2 business days after a refund request is approved. The request is then passed on to our Payment Gateway partner, they have advised it takes them 7-10 business days to process the refund request and refund is calculated by NEFT.


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