CANCELLATION & REFUND POLICY
Orders cannot be cancelled by the customer once placed.
We reserve the right, at any time after receipt of your order to accept or decline or cancel your order (in whole or in part) for any reason whatsoever. You agree that, if we cancel all or a part of your order, your sole and exclusive remedy is that we will refund the balance into your account for the cancelled portion of the order or the entire order. Orders can be cancelled by us, with or without a refund as per our refund policy and our sole discretion, in the following circumstances:
- In the event the designated address provided by you is located outside the service area offered by us or our logistics partners.
- Failure to contact you by phone or email at the time of confirming or delivering the order.
- Failure to deliver your order due to lack of information, direction or authorization from you at the time of delivery.
- Unavailability of all the items ordered by you.
All refund amounts shall be credited to your account within 10 working days in accordance with the terms set by the payment gateway through which the payment has been made, and bank clearing time. Refunds are granted in the following circumstances:
- Products received by you or their packaging have been tampered with or damaged. Please notify us immediately (strictly on the same day of delivery) at email@example.com, along with images of the products, to qualify for a refund. We will investigate the evidence and inform you once we have made a decision on your refund request.
- Products from your order are found missing. In such a case, please notify us immediately (strictly on the same day of delivery) at firstname.lastname@example.org to qualify for a refund for the missing product. If an item is missing due to unavailability, we will cancel the item and refund you for the item. If a product is missing due to a packing error by us, we will contact you and either fulfil the delivery, or cancel the item and refund you the amount for the missing item.
- In the rare occasion that the product suffers from a manufacturing defect, please contact us immediately (strictly on the same day of delivery) at email@example.com with your name, date of purchase and description/images of the defective product. We will investigate the product thoroughly and inform you once we have made a decision on your refund request.
In all cases, our decision on refunds shall be at our sole discretion and shall be final and binding.
Refunds are not granted in the following circumstances:
- You shall not be entitled to a refund if the delivery was attempted from our side but could not be completed as your contact number was not reachable or was switched off at the time of delivery. In such a case, please contact us to process your redelivery, at an additional charge.
- You shall not be entitled to a refund if the delivery was attempted from our side and the delivery address provided by you was incorrect, or there was no person to accept the delivery. In such a case, please contact us to process your redelivery, at an additional charge.
- Framroze Deli will under no circumstances be held responsible or process refunds for spoilage of perishable Products which were not immediately refrigerated at the time of delivery. The customer is responsible for checking the condition of the product at the time of delivery, and is responsible for its appropriate storage once the delivery is complete. It is for this reason, that we strictly require any Product issues to be reported to us at the time of delivery or the same day.
- You shall not be entitled to a refund in the case of a delayed delivery as a result of extreme weather, or if your designated delivery location is not accessible due to any other reason, rendering us unable to make the delivery. If you are aware of such a problem in your area, please contact us at firstname.lastname@example.org immediately to notify us. We will reschedule the delivery to avoid additional charges for redelivery.
- We do not accept any cancellations/refunds for Digital Gift Cards.
Digital Gift Cards:
- Validity: All Digital Gift Cards are valid for a one (1) year period from the date of purchase. Any balance on the card will expire at the end of the validity period.
- Digital Gift Cards can be used multiple times during their validity period till their balance is exhausted. If your purchase amount is larger than the Digital Gift Card amount, you can choose to pay the balance extra amount through our payment gateway.
- Digital Gift Card amounts are fixed and cannot be re-charged or re-used once the limit is exhausted.
- We do not accept any cancellations/refunds on Digital Gift Cards.
- All cancellations and refunds on Digital Gift Card Purchases will be subject to our Cancellation and Refund Policy above.
- If a refund is approved on a Digital Gift Card purchase, it will be deposited onto your Digital Gift Card.
- We strictly do not allow any exchanges after a delivery is complete. Please refer to Section 3 for more information.
- Digital Gift Card balance amount can never be exchanged for cash.