Last Updated: 17 September 2026
This Refund, Cancellation & Replacement Policy explains when orders placed through the Kumo website may be cancelled, refunded or replaced.
The website and products are operated/sold by Cloudborn LLP (“Kumo”, “we”, “us”, or “our”).
Nothing in this Policy limits any rights or remedies available to consumers under applicable law.
1. Our Approach
Kumo sells packaged food and beverage products.
For reasons relating to hygiene, food safety and product integrity, we generally do not accept returns of products that have been correctly delivered, are unopened, undamaged and otherwise conform to the order.
However, we will provide an appropriate remedy where you receive a product that is defective, damaged, incorrect, materially different from what you ordered, or otherwise eligible for a refund or replacement under applicable law.
2. When You May Request a Replacement or Refund
You may contact us if you receive:
- a damaged product;
- a leaking product;
- a defective product;
- an incorrect product or flavour;
- a product missing from your order;
- a product materially different from what you ordered;
- a product with packaging that is materially compromised;
- a product that is otherwise unsafe or unsuitable for consumption; or
- a product for which a refund or other remedy is required under applicable law.
We will assess each case and may provide a replacement, refund or other appropriate remedy.
3. Damaged Products
If a product arrives damaged, please contact us as soon as reasonably possible after delivery.
Where possible, provide:
- your order number;
- photographs of the outer package;
- photographs of the damaged product;
- photographs of the product label and batch information; and
- a brief description of the damage.
For example, damage may include:
- a leaking can;
- a punctured can;
- materially crushed packaging;
- a broken or compromised seal; or
- other damage that affects the product’s integrity.
We may request additional information where reasonably necessary to investigate the claim.
4. Incorrect Products
If we send you a product or flavour different from the one ordered, please contact us.
Subject to verification, we may:
- send the correct product;
- provide a replacement;
- provide a refund for the affected product; or
- provide another appropriate remedy.
You will not be charged for correcting an error attributable to Kumo.
5. Missing Products
If one or more products are missing from your order, please contact us with your order number and details of the missing item(s).
After verification, we may send the missing products or provide a refund for the missing products.
6. Product Quality or Safety Concerns
If you believe that a Kumo product has a quality or safety issue, do not consume the product.
Please retain the product and its packaging where reasonably possible and contact us promptly.
We may request:
- photographs;
- videos;
- batch/lot number;
- best-before/expiry information;
- purchase/order details; and
- other information reasonably necessary to investigate the complaint.
Where appropriate, we may arrange collection of the affected product for investigation.
Kumo may use complaint information for product-quality investigations, corrective action, food-safety monitoring and regulatory compliance.
7. Change of Mind
Because Kumo products are consumable food and beverage products, we generally do not accept returns or refunds solely because a customer:
- changed their mind;
- ordered the wrong flavour;
- ordered too many products;
- no longer wants the products; or
- does not like the taste,
where the products were correctly supplied, unopened, undamaged and otherwise compliant with the order.
This does not affect any statutory consumer rights that may apply.
8. Cancellation Before Dispatch
You may request cancellation of your order before it has been dispatched.
Please contact us as soon as possible at hello@drinkkumo.in and include your order number.
We will attempt to cancel the order if it has not yet entered the dispatch process.
Once an order has been dispatched, cancellation may no longer be possible.
9. Cancellation After Dispatch
Once an order has been dispatched, it may not be possible to cancel it.
If you refuse delivery or otherwise prevent delivery after dispatch, the shipment may be returned to us.
Any refund or re-shipment in such circumstances will be considered based on the reason for the failed delivery and applicable law.
10. Refunds
Where a refund is approved, the refund will generally be processed through the original payment method.
The time taken for the amount to appear in your account may depend on the payment provider, bank or payment network.
Kumo is not responsible for delays caused solely by banks or payment service providers after we have initiated the refund.
11. Partial Refunds
Where only part of an order is affected, we may provide a refund corresponding to the affected product(s), rather than refunding the entire order.
For example, where one can in a multi-can order is damaged or missing, the remedy may relate only to the affected product unless the circumstances justify a different remedy.
12. Replacement Products
Where a replacement is approved, Kumo may send the same product or an equivalent product, subject to availability.
If the original product is unavailable, we may offer:
- an alternative product of comparable value;
- a refund; or
- another mutually agreed remedy.
13. Shipping Charges on Approved Claims
Where a replacement, refund or other remedy is provided because the product was damaged, defective, incorrect, materially different from the order or otherwise subject to a remedy attributable to Kumo, Kumo will bear the applicable reasonable costs associated with resolving the issue.
Where a customer requests re-delivery or another service for reasons attributable to the customer, additional charges may apply where permitted by law.
14. Evidence and Verification
To protect customers and Kumo against fraudulent claims, we may reasonably request evidence relating to a refund or replacement request.
This may include:
- photographs;
- videos;
- order information;
- invoice or payment information;
- packaging;
- batch/lot information;
- delivery information; or
- other information reasonably relevant to the claim.
We will not unreasonably require evidence that is disproportionate to the nature of the complaint.
15. Time Limit for Reporting Issues
We request that customers report damaged, incorrect, missing or defective products as soon as reasonably possible after delivery and preferably within 48 hours.
This helps us investigate issues with the delivery, packaging and product batch.
However, this requested reporting period does not override any rights or remedies available under applicable law.
16. Refunds Required by Law
Nothing in this Policy limits Kumo’s obligations to provide refunds, replacements or other remedies where required under applicable consumer-protection, food-safety or other applicable laws.
In particular, Kumo will not rely on this Policy to deny a legally applicable remedy merely because a product is a consumable item.
17. Promotional Orders and Discount Codes
If an order purchased using a promotional offer is cancelled or refunded, the refund will generally relate to the amount actually paid for the affected product/order, subject to the applicable promotion terms and law.
Promotional discounts may not be reinstated after cancellation unless Kumo expressly agrees to do so.
18. Fraudulent or Abusive Claims
We reserve the right to investigate suspicious, fraudulent or repeated claims.
Where we reasonably determine that a claim is fraudulent or abusive, we may take appropriate action, subject to applicable law.
Nothing in this section prevents a genuine customer from exercising a lawful consumer right.
19. How to Request a Refund or Replacement
Please contact:
Kumo Customer Support
Email: hello@drinkkumo.in
Phone/WhatsApp: +91 88610 37575
Please include:
- full name;
- order number;
- registered mobile number/email;
- description of the issue; and
- photographs or other supporting information where relevant.
We will review the request and communicate the appropriate resolution.
20. Food-Safety Complaints
If you have a serious food-safety concern, please contact Kumo promptly so that we can investigate the matter.
Consumers may also use the applicable FSSAI consumer grievance mechanisms for complaints concerning packaged food and food businesses. FSSAI’s Food Safety Connect system provides a mechanism for consumers to lodge and track such complaints.
21. Contact Us
Cloudborn LLP — Kumo
Email: hello@drinkkumo.in
Phone/WhatsApp: +91 88610 37575
Registered Office: 224, 3rd Flr, 80/3, Vijinapur Village, Doorvaninagar, Bangalore, Karnataka – 560016
