Clear rules, because food is food.

Avena overnight oats are perishable, consumable food products manufactured under FSSAI Licence 22826042000267. Once a parcel has been dispatched or delivered, it cannot be returned or exchanged.

We cannot accept returns for change of mind, dislike of a flavour, incorrect flavour selected by the customer, duplicate orders placed by the customer, or products ordered by mistake.

Opened, used, partially consumed or tampered pouches are not eligible for any claim under any circumstances.

Orders may be cancelled within 2 hours of being placed, or until the order is packed for dispatch, whichever happens first.

To cancel, message us on WhatsApp at +91 94777 14700 with your order number. Cancellation is confirmed only when our team replies confirming it.

Once an order is packed or handed over to the courier, it cannot be cancelled, recalled, edited or redirected.

Subscription orders can be paused or cancelled up to 48 hours before the next scheduled dispatch date.

Claims for damaged pouches, leakage or a missing item must be raised within 24 hours of the delivery timestamp recorded by the courier partner.

A single, uncut and continuous unboxing video is mandatory. It must clearly show the sealed outer carton, the shipping label with the tracking number, and the complete unpackaging of all contents without any cuts or pauses.

Please also share clear photographs of the damaged pouch, the batch code and the outer carton.

Claims submitted after 24 hours, or without a continuous unboxing video, cannot be processed. This requirement protects both you and us against courier-side and fraudulent claims.

Where a claim is verified by our quality team, our standard remedy is a free replacement of the affected pouches on the next dispatch cycle, or Avena store credit of equal value valid for 12 months.

A bank refund is offered at Avena's sole discretion, and only where a replacement or store credit is not practicable. Approved bank refunds are initiated within 5 to 7 working days and reflect in your account as per your bank or payment provider's timelines.

Refunds, where approved, are made to the original payment method only. Shipping charges and the ₹30 COD handling fee are non-refundable.

Verification may include photographs, batch codes and, where required, return of the affected pouch. Avena's assessment of a claim is final.

Avena may cancel an order where the pincode is unserviceable, stock is unavailable, pricing or listing errors occurred, payment verification fails, or where we reasonably suspect fraudulent or abusive activity.

In such cases, any amount already paid is refunded in full to the original payment method. This is our entire liability for a cancelled order.

Refusing a correctly delivered COD parcel causes real cost to a small business. Customers who refuse verified COD deliveries without a valid reason may be permanently blocked from Cash on Delivery and may be asked to settle shipping costs before future orders are accepted.

Repeated fake claims, repeated RTOs or abusive conduct towards our team or delivery partners may result in the customer account being suspended.

Message +91 94777 14700 on WhatsApp with your order number, a short description of the issue, the unboxing video and photographs. We acknowledge claims within 48 working hours and resolve verified claims within 5 to 7 working days.