Refund & Cancellation Policy
Last Updated: September 2026
This Refund & Cancellation Policy applies to purchases made through the BROTHORA website, operated by BrothoraLab.
We aim to ensure that every BROTHORA order reaches our customers in good condition. Please review the following terms regarding cancellations, returns, replacements, and refunds.
1. Order Cancellation
Customers may request cancellation of an order before it has been dispatched.
To request a cancellation, customers may use the cancellation request option available under My Account → Orders, where available, or contact us at hello@brothoralab.com with the order number and cancellation request.
Submitting a cancellation request does not automatically cancel the order. We will review the request and confirm whether cancellation is possible.
Once an order has been dispatched, it cannot normally be cancelled.
2. Cancellation by BrothoraLab
BrothoraLab reserves the right to cancel an order in circumstances including:
Product unavailability
Payment or transaction issues
Incorrect pricing or product information caused by a technical error
Delivery location being unserviceable
Suspected fraudulent or unauthorized transactions
Other circumstances that prevent us from fulfilling the order
If we cancel a prepaid order, the eligible amount paid by the customer will be refunded to the applicable payment method.
3. Returns
Due to the nature of our food and beverage products, we generally do not accept returns once products have been delivered.
Products cannot be returned or refunded merely because of a change of mind, personal taste preference, or because the customer no longer requires the product.
This does not affect requests relating to products that are damaged, defective, incorrect, or otherwise eligible for a remedy under applicable law.
4. Damaged, Defective, Incorrect or Missing Products
If you receive a product that is:
Damaged during delivery
Defective or compromised
Different from the product ordered
Missing from the delivered order
Please contact us at hello@brothoralab.com as soon as reasonably possible after delivery.
Please provide:
Your order number
A brief description of the issue
Clear photographs of the product and outer/inner packaging, where applicable
Please retain the affected product and packaging until we have reviewed the request.
After verification, we may provide an appropriate replacement, refund, or other resolution, depending on the circumstances.
5. Products Not Eligible for Return or Refund
Except where required by applicable law, or where the product is damaged, defective, incorrect, or otherwise eligible for a remedy, we generally cannot accept refund or return requests for:
Products that have been opened or consumed
Products damaged after delivery due to improper handling or storage
Change-of-mind purchases
Personal taste or preference
Incorrect products ordered by the customer
Issues resulting from incorrect storage or preparation by the customer
6. Refund Processing
Once a refund is approved, we will initiate the refund through the applicable/original payment method, where supported.
The time required for the refunded amount to appear in the customer’s account may vary depending on the payment provider, bank, card issuer, or other financial institution involved.
Any applicable shipping or delivery charges will be handled according to the circumstances of the cancellation or refund and applicable law.
7. Failed or Duplicate Payments
If an amount is debited but the order/payment is shown as unsuccessful, or if a duplicate payment occurs, please contact us with the relevant order and transaction details.
We will verify the transaction records and assist with any eligible refund or payment reconciliation.
8. Refund for Cancelled Orders
If a prepaid order is successfully cancelled before dispatch, the eligible amount paid for the cancelled order will be refunded through the applicable payment method.
If an order has already been dispatched before the cancellation request is processed, the request may not be eligible for cancellation.
9. Contact Us
For cancellation, refund, replacement, or order-related assistance, please contact us:
BROTHORA
Operated by BrothoraLab
Email: hello@brothoralab.com
Location: Bengaluru, Karnataka, India
Please include your order number when contacting us regarding an existing order.
