Quality Assurance & Returns

Refund, Return & Cancellation Policy

Our quality commitments and dispute resolution protocols for sample boxes, retail packs, and commercial bulk supply manufactured and fulfilled by Moso International Private Limited.

Last Updated: October 12, 2026•Food Hygiene Compliance: FSSAI & USFDA Certified

1. Perishable Food Safety & Hygiene Standards

Under the Food Safety and Standards Authority of India (FSSAI) guidelines and international sanitary standards, packaged and roasted food items once opened or delivered cannot be accepted for return due to hygiene and consumer health safeguards.

However, we maintain an uncompromising standard of product excellence. If any consignment or package delivered by Moso International Private Limited fails to meet declared moisture specs, packaging integrity, or sensory quality, we provide prompt remedy through replacement, credit note, or refund as outlined below.

2. Sample Kits & Retail Evaluation Packs

For sample evaluation boxes or trial orders shipped from our Katihar plant:

Wrong Item Delivered: If you receive a flavour variety different from what was confirmed on your invoice, notify us within 48 hours for an immediate complimentary replacement batch.
Broken Outer Seal / De-oxygenation: If a sample tin or vacuum nitrogen pouch arrives unsealed or crushed in transit, we will dispatch a replacement without additional shipping cost.

3. Reporting Transit Damage Protocol

To process transit damage or package leakage claims smoothly:

1. Inspect the outer carton upon receiving delivery from the courier or freight carrier.

2. If severe puncture, moisture ingress, or tampering is visible, note the damage on the Proof of Delivery (POD) slip before signing.

3. Take clear photographs or a short unboxing video showing the shipping label and the damaged packs.

4. Email the photos along with your Invoice Number to roasted@mosofoods.com within 48 hours of receipt.

4. Bulk Commercial & Global Export Orders

Commercial bulk consignments (50kg+ bulk bags, 10kg master cartons, or 20ft/40ft ocean containers) are handled with rigorous quality gatekeeping:

Pre-Dispatch Quality Inspection: Every commercial batch is tested in our in-house lab for moisture (<3%), free fatty acid value, and crunch index. A signed Certificate of Analysis (COA) accompanies all dispatches.
Third-Party Joint Inspection: For full container loads (FCL), buyers have the right to nominate international testing bodies (e.g. SGS, Eurofins, Intertek) to conduct factory-floor audit and pre-stuffing container seal verification.
Batch Non-Conformity: If an delivered commercial batch demonstrably fails the agreed written COA parameters upon arrival, formal notice must be lodged within 7 business days of container clearance. Our quality director will review sample retains for lot verification.

5. Cancellation Guidelines

Standard Catalog Items: Wholesale catalog orders can be cancelled prior to dispatch from the Katihar logistics hub. Once handed over to the freight carrier and tracking generated, orders cannot be recalled.

OEM / Custom Roasted Runs: Once raw fox nuts have been seasoned with proprietary custom blends or packaged into branded client-printed pouches, the order is non-cancellable, and the agreed advance remains non-refundable to cover ingredient and packaging conversion costs.

6. Refund Processing Timelines

Upon approval of a valid refund or credit claim:

Corporate Bank CreditRefunds are wired via RTGS / NEFT or international wire to the original bank account within 7 to 10 business days.

Commercial Credit NoteBuyers may opt for an immediate Credit Note applied against their subsequent makhana production batch or scheduled container dispatch.

Parent Billing Entity: Moso International Private Limited • CIN & GST registered in Bihar, India.