REFUND & REPLACEMENT POLICY

EFFECTIVE DATE: 01^stJUNE 2025

Hey Happy Customer,

We Welcome you to Agarwal’s Food And Snacks.

We always try to deliver our services in the best manner, but sometimes due to some unexpectable reasons there might be the case that our happy customer may not be satisfied by our service, to better the condition we came up with the solution through framing a fair and clear policy for REFUNDS, RETURN AND REPLACEMENTS of our services which does not brings a smile on the face of our dear customers.

Our refund & replacement policy is designed to ensure that any issues are addressed promptly and fairly, reflecting our commitment to customer satisfaction.

This policy outlines our Refunds and Replacements practices.

Eligibility for Refunds

Refunds are available under specific conditions such as

incorrect orders delivered,
poor food quality,
or service delays beyond reasonable expectations.

Delivery Of Incorrect Orders [Handling Food Order Errors]

If a customer receives an incorrect order, they may be eligible for a refund or a replacement.

It may happen sometimes, that due to high rush or some unexpectable reason, the delivery partner or our handling manager makes a mistake.

We always try not to make such mistakes by regular training of our employees, but mistakes do happen.

So, in order to improvise our service and correct our mistake, we provide two options for such a case of mishappening:

Refund

A Customer may demand for refund for the incorrect order received.

FOR LOCAL DELIVERY:

For Packaged Orders: The Order Containing Packaged Items must be returned in its original condition of packaging with any

of its seal untampered.

NOTE: The Outer Cover/Carry Bag/Carry Box Condition Is Not Accounted For Any Return/Replacement.

For Menu Orders: The Order Containing Menu Items If received Incorrect, then It does Not need to be returned back and The

Customer can Proceed for return/Replacement for the same.

FOR NATION - WIDE DELIVERY:

For Packaged Orders: The Order Containing Packaged Items must be returned in its original condition of packaging with any

of its seal untampered.

NOTE: The Outer Cover/Carry Bag/Carry Box Condition Is Not Accounted For Any Return/Replacement.

Timeframe

IN CASE OF PACKAGED ITEMS: Requests for refunds must be made within 24 hours of the purchase date. This timeframe ensures that issues are addressed while the experience is still fresh, allowing us to promptly investigate and resolve any concerns.

IN CASE OF MENU ITEMS: Refund Request must be made immediately within a time – range of 9 – 15 min post delivery of order.

After Investigation of such a complaint, refund may be processed within 3 – 5 Business working days (in the case of Menu Items).

NOTE: Investigation for menu items is done accordingly with our kitchen policies and if the the refund request is rejected for any case then customer is not allowed to make objection on any case, for providing a good experience the customer is awarded with a coupon for the next order.

After Investigation of such a complaint, refund may be processed within 3 – 5 Business working days post receiving returned shipment by our courier partner(in the case of Packaged Items).

Refund Request Process

Customers may need to contact the restaurant in person, via phone, email, or through the restaurant's website.

Refund Methods

Refunds are usually issued through the original payment method or as store credit, with processing times ranging from

3 - 5 Business working days.

Refund Approval/Failure

FOR PACKAGED ITEMS

Refunds for such cases are approved as soon as the condtion of packaging is checked and the case is marked as Verified Request after investigation post receiving the returned shipment.

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Refunds for such cases are rejected on the basis of violation of refund & replacement policy.

If the original condition of packaging is damaged or torn out, then refund request may be rejected and the customer will be informed for such the case.

If the packagage is consumed or opened,then then refund request may be rejected and the customer will be informed for such the case.

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If the reason for refund specified by the customer is investigated as false objection, then the refund request may be rejected and the customer will be informed for such the case.

Refund Value

The Refund Value for such cases is 100% of the original bill amount.

We always try to make our customers happy with our service.

Replacement

A Customer may demand for replacement for the such orders.

FOR PACKAGED ITEMS

The Request for Replacement Of Order Containing Packaged Items is accepted under following conditions:

Replacements for such cases are approved as soon as the condtion of packaging is checked and the case is marked as Verified Request after investigation post receiving the returned shipment.

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Replacements for such cases are rejected on the basis of violation of refund & replacement policy.

If the original condition of packaging is damaged or torn out, then replacement request may be rejected and the customer will be informed for such the case.

If the packagage is consumed or opened,then then replacement request may be rejected and the customer will be informed for such the case.

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If the reason for refund specified by the customer is investigated as false objection, then the replacement request may be rejected and the customer will be informed for such the case.

FOR MENU ITEMS

The Request for Replacement Of Order Containing Menu Items is accepted under following conditions:

Replacements for such cases are approved as soon as the condtion of food delivered is checked and the case is marked as Verified Request after investigation.

INVESTIGATION PROCESS:

The investigation for such request is carried through n-step process:

The request received is first checked on our system as every item dispatched from our end is freshly made and packed so that its freshness and taste remain intact.

If the items are partially consumed then no replacement may be offered for such cases.

The replacements are only valid for

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Replacements for such cases are rejected on the basis of violation of refund & replacement policy.

If the original condition of packaging is damaged or torn out, then replacement request may be rejected and the customer will be informed for such the case.

If the packagage is consumed or opened,then then replacement request may be rejected and the customer will be informed for such the case.

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If the reason for refund specified by the customer is investigated as false objection, then the replacement request may be rejected and the customer will be informed for such the case.

Timeframe

Requests for refunds must be made within 24 hours of the purchase date. This timeframe ensures that issues are

addressed while the experience is still fresh, allowing us to promptly investigate and resolve any concerns.

After Investigation of such a complaint, refund may be processed within 3 – 5 Business working days (in the case of Menu Items).

After Investigation of such a complaint, refund may be processed within 3 – 5 Business working days post receiving returned shipment by our courier partner(in the case of Packaged Items).

Processing & Delivery Time

ORDER PROCESSING : Freshly Made Menu Items Are Processed Within [15 Minutes – 45

Minutes] during normal conditions and there might be the difference in

Processing time within a range of [+/- 5-15 minutes] during rush hours

Or special conditions.

Packaged Items are generally processed within [12 – 24] hours

DELIVERY TIME : Local Delivery Usually takes [15 Minutes - 55 Minutes] depending upon

distance and route conditions.

Nation – Wide Shipping may take up to [3 – 7] days.

DELAYS : Unexpected conditions suchs as (weather,high demand,traffic,route conditions,etc.)

may impact delivery times. Customers will be notified with real-time updates in

such cases.

Note: Our Team At Agarwal’s Food And Snacks Tries To Deliver Packages At It Earliest To Gratify Customer’s Satisfaction.

Shipping Fees

Delivery Fees Vary Based on Locations.

High Surge Fees may be applied due to special conditions(weather,heavy traffic,etc.)

Any Applicable taxes or charges(handling charges) may be applied and will be produced(shown)

to customer at checkout.

Free Delivery is available over order value [ 999 INR ],if applicable [ TnC applied ].

Packaging & Quality assurance

Orders are securely packaged to maintain freshness and food safety.
Perishable items are shipped using insulated packaging and ice packs when required.

note: Customer Satisfaction is our Topmost Priority.

We choose Top Notch Quality Packaging to deliver the goodness of our

items with freshness intact.

Tracking & Order Updates

Customers will receive confirmation and estimated delivery details via email/sms.
Customers will be notified with all real-time updates regarding delivery.
A tracking number may be provided for nationwide shipments.

Refunds & Order Issues

If the packaged delivered to you is damaged or incorrect, please contact us within [24 – 48] hours.

You don’t need to worry, your issue will be resolved at its earliest as per our refund and replacement policy.

Refunds and replacements in other cases may be offered based on refund and replacement policy.

Changes To this Policy

We may update this Privacy Policy periodically. Any changes will be posted on this page with an updated effective date.

Support & Queries

For any shipping – related queries, please feel free to contact us at:

📧 Email: support@agarwalfoodandsnacks