Cancellation Policy

This Cancellation and Refund Policy (“Policy”) governs the terms under which customers may cancel orders and request refunds for purchases made on www.tofuva.com, operated by PVPS MSPL (“Company”, “we”, “us”, or “our”).

1. Cancellation Policy

• Order Cancellation by Customer:
  • Orders may be cancelled within 12 hours of placement, provided they have not yet been shipped.
  • To cancel, contact us at support@tofuva.com or via your account dashboard.
• Order Cancellation by Company:
  • We reserve the right to cancel orders due to stock unavailability, payment issues, or logistical constraints.
  • Full refunds will be issued in such cases.

2. Refund Eligibility

Customers are eligible for a full refund under the following conditions:

• The item received is defective, damaged, expired, or not as described.
• The customer provides clear photographic evidence of the issue:
  • Photos must be taken using a GPS-enabled camera.
  • Images must include a visible timestamp and location metadata.
  • Packaging and product must be clearly visible.
• Return of the item is not required if the above evidence is verified by our support team.

3. Refund Process

• Submit your refund request within 48 hours of delivery via support@tofuva.com.
• Include order ID, issue description, and required photo evidence.
• Once verified:
  • Refunds will be processed within 7 business days.
  • Amount will be credited to the original payment method.

4. Non-Refundable Situations

Refunds will not be issued if:

• Evidence is incomplete, manipulated, or unverifiable.
• The issue is reported after 48 hours of delivery.
• The product was damaged due to misuse or mishandling by the customer.

5. Legal Compliance

This policy is framed in accordance with:

• Consumer Protection Act, 2019
• Information Technology Act, 2000
• E-Commerce Rules, 2020
• Bihar State Law Department Guidelines

We uphold consumer rights and ensure fair resolution of grievances.

6. Contact Information

• Email: support@tofuva.com
• Phone: 9878670275

Tofuva (PVSP MSPL) Logistics Desk
6th Floor (F20), Flat No. 0
DS Business Park
Bailey Road, Near Saguna More
Saguna More, Patna - 801503
Bihar, India