Refund and Returns Policy

Last updated: 04 October 2025

At The Thekua Company, your safety comes first. Because our products are edible, we do not accept returns or exchanges once an order has been delivered. However, if there’s any issue with your order, we’ll make it right with a replacement or refund as outlined below.

What’s Covered (Replacement/Refund Eligible)

Please contact us within 48 hours of delivery if you experience any of the following:

• Damaged in transit (crushed/leaking/compromised seal)
• Wrong item received
• Missing items in the parcel
• Quality concern (stale/off odour/texture) — please do not consume

Keep the product, packaging, and shipping label until we resolve your claim. We may request photos/videos of the outer box, inner contents, and label to investigate with our courier and QA team.

What’s Not Covered

• Change of mind/taste preference
• Opened, partially consumed, or unsealed products without a quality issue
• Claims raised after 48 hours of delivery
• Packages are undeliverable due to incorrect addresses or repeated failed delivery attempts
• Bulk/custom or corporate gifting orders (final sale unless defective)

How to Report an Issue

Email support@thekuacompany.com with:

• Order number & delivery date
• Issue description
• Photos/videos (outer box, inner contents, shipping label, product/batch code if visible)
• Your preferred resolution (replacement or refund)

Please do not send products back unless our team specifically requests it. Unauthorised returns will be discarded for safety and cannot be refunded.

Resolutions

After we review your claim:

• Replacement: We’ll reship the affected item(s) at no extra cost, or
• Refund: Processed to your original payment method

Refunds typically appear within 10 business days after approval (your bank/card issuer may take additional time).

Cancellations & Address Changes

• You can request a cancellation or address change within 2 hours of placing the order (before dispatch).
• Once an order is dispatched, cancellations/changes aren’t possible.

International & Legal Notes

Local consumer laws vary by region. Where the law grants mandatory rights (e.g., cooling-off periods), we will comply to the extent applicable; food safety exceptions may apply to perishable/edible goods.

Questions? We’re here to help.
support@thekuacompany.com