Customer Care

Refund & Return Policy

Effective date: 27 July 2026
Last updated: 27 July 2026

This Refund & Return Policy explains when you may cancel an order, return a Product or obtain a refund or replacement from INSA United Heavy Industries Private Limited, which operates the brand Bcasu ("BCASU", "we", "us", "our"). It applies to every purchase made through bcasu.com.

Coffee is a food product. That single fact shapes most of this policy: once a jar has been opened, we have no way to verify how it has been stored, and we cannot lawfully or safely put it back into circulation. Everything below follows from that.

This Policy forms part of, and should be read together with, our Terms & Conditions and our Privacy Policy.

1. At a glance

The sections below set out the detail. Where this summary and the detailed sections differ, the detailed sections govern.

2. Cancelling an order before dispatch

You may cancel any order at no cost before it has been dispatched. Email info@bcasu.com or call +91 88027 91188 with your order number as soon as you can. Provided the parcel has not already been handed to our courier, we will stop the shipment and refund you in full.

Once an order has left us we can no longer cancel it, and because we cannot accept change-of-mind returns of a food product after delivery, cancelling in time is the only way to undo an order you no longer want. If something is wrong with what arrives, Section 3 applies instead.

3. Damaged, defective, expired or incorrect items

If what arrives is not what it should be, we will make it right at our cost. This covers a Product that is:

• Damaged in transit — a broken, crushed, leaking or punctured jar or seal;
• Defective — a manufacturing or packing fault, including a seal that was not intact on arrival;
• Expired — past its "best before" date on the day it reached you;
• Incorrect — a different product, variant or quantity from what your order confirmation shows.

You must tell us within 48 hours of delivery. This short window exists because we need to raise a claim with our courier and, where relevant, quarantine the affected batch. Reports made after 48 hours fall outside this Policy, though we will always look at a genuine case on its merits.

What we need from you

1. Your order number.
2. Clear photographs of the outer shipping box, the jar, the seal, and the batch and "best before" markings on the label.
3. An unboxing video, where you have one. It is not mandatory, but it settles a courier claim faster than anything else.
4. A short description of the problem.

Please keep the Product and all its packaging until your request is resolved. Do not discard the jar — without it we usually cannot substantiate a courier claim.

Once we have reviewed your report, we will provide a free replacement or a full refund. Tell us which you would prefer and we will accommodate it wherever we can. Where the Product needs to come back to us, we arrange and pay for the pickup.

4. Items we cannot accept back

For reasons of food safety and hygiene, and consistent with our Terms & Conditions, we cannot accept the return of:

• Any jar that has been opened, used, or tampered with, including one where the induction seal has been broken;
• Products returned on grounds of a change of mind once they have been delivered;
• Products that have been partly or wholly consumed;
• Products returned without their original packaging, label, batch code or seal;
• Products damaged after delivery through storage in unsuitable conditions, moisture ingress, mishandling or misuse;
• Products bought from any reseller, marketplace or retailer other than bcasu.com — those purchases are governed by that seller's policy;
• Gift cards and promotional items supplied free of charge.

5. Subscriptions

You may cancel a subscription at any time before the next cycle is dispatched, and you will not be charged for that cycle. A cycle that has already been dispatched is treated as an ordinary order under this Policy: it cannot be cancelled in transit, but Section 3 applies in full if anything is wrong with it.

6. How to raise a request

Contact us by either route, quoting your order number:

• Email: info@bcasu.com
• Phone: +91 88027 91188

We aim to acknowledge every request within 48 hours and to tell you our decision, with reasons, as quickly as we reasonably can. If we need the Product back before deciding, we will say so and arrange collection.

7. Return shipping costs

Because the only returns we accept are ones where something has gone wrong at our end, you never pay to send a Product back. We arrange a reverse pickup with our courier and bear the cost. You will not be asked to courier anything at your own expense and claim it back later.

8. Replacements

Where you receive a replacement rather than a refund, we dispatch it once your request is approved, subject to stock. If the Product is out of stock at that time, we will tell you and issue a full refund instead.

9. Refunds: method and timing

Approved refunds are processed to your original payment method, typically within 5–7 business days of approval. The credit then has to clear your bank or card issuer, which can add a few more business days at their end — that part is outside our control. We will give you a reference number so you can trace it.

Where an order was paid by Cash on Delivery, we refund by bank transfer or UPI to account details you provide, since there is no original payment instrument to credit.

Refunds are made in Indian Rupees for the amount actually paid. Where a discount, coupon or promotional credit was applied, we refund what you actually paid, not the list price. Coupons consumed on a refunded order are not reinstated unless we say otherwise in writing.

10. Failed, refused or undelivered orders

If a shipment cannot be delivered because the address was incomplete or incorrect, nobody was available across our courier's delivery attempts, or delivery was refused, the parcel returns to us. We will refund the order value once it reaches us and passes inspection. Where a re-delivery charge has been applied to an order, that charge is not refunded.

11. Shelf life on delivery

In line with the FSSAI advisory of 3 December 2024 for e-commerce food business operators, we dispatch Products so that, at the time of delivery, they carry a minimum of 30% of their shelf life, or at least 45 days before expiry. If a Product reaches you below that threshold, treat it as an expired item under Section 3 and tell us.

12. Grievance redressal

If you are not satisfied with how we handled a refund or return, you may escalate to our Grievance Officer, appointed under the Consumer Protection (E-Commerce) Rules, 2020:

The Grievance Officer will acknowledge your complaint within 48 hours of receiving it and resolve it within one month, as those Rules require.

If you remain dissatisfied, you may approach the National Consumer Helpline on 1915 (8 AM to 8 PM) or at consumerhelpline.gov.in, or file a complaint with the appropriate Consumer Disputes Redressal Commission.

13. Changes to this Policy

We may update this Policy from time to time. The version in force when you place an order is the version that governs that order. The "Last updated" date at the top of this page always reflects the current version.

14. Governing law

This Policy is governed by the laws of India. The courts at Delhi have exclusive jurisdiction over any dispute arising from it.