This policy applies to both our Shelf Collection and Ready-to-Eat store. Because our products are handcrafted, perishable, and often prepared specifically for an order, cancellation and refund rules depend on the type of product and the stage of fulfilment.
1. Order Types Covered
Shelf Collection
Packaged sweets, chocolates, snacks, pickles, mixes, and other products shipped through parcel or courier services.
Ready-to-Eat
Freshly cooked dishes, kilogram orders, party or bulk orders, and local orders delivered by a rapid-delivery rider or collected through self pickup.
2. Check Your Order Before Confirming
Customers must check the product, variant, quantity, preparation choice, delivery slot, delivery mode, address, map pin, phone number, and special instructions before payment or final confirmation. Accepted special instructions form part of the order only when we confirm that they can be accommodated.
A payment attempt or automated order message does not by itself guarantee acceptance. If we cannot accept a paid order, the amount collected by us for that order will be refunded in full.
3. Cancellation Rules
- Shelf Collection: request cancellation within 2 hours of placing the order and before processing, packing, personalization, or dispatch begins, whichever occurs first.
- Ready-to-Eat: contact us immediately. Cancellation is possible only if we have not accepted the order and have not started ingredient allocation, preparation, cooking, packing, or rider booking.
- Kilogram, customized, party, and bulk orders: these are non-cancellable once confirmed because ingredients and production capacity are reserved specifically for the customer.
- Orders cannot be cancelled after dispatch or because of a change of mind, duplicate ordering by the customer, taste preference, or failure to review the order details.
- Bhagi's Kitchen may cancel the whole order or only an affected item if raw meat, ingredients, packaging material, or another required input is unavailable, unsuitable, or unsafe, or if fulfilment becomes impracticable. We will not substitute a paid item without the customer's consent. We will refund the amount collected for the unfulfilled item or order, including the corresponding delivery fee where applicable.
4. Local Delivery, Self Pickup, Rapido, Uber, and Other Riders
- Delivery times are estimates affected by food preparation, traffic, weather, rider availability, access restrictions, and other conditions outside reasonable control.
- The customer must provide an accurate address and map pin, keep the registered phone reachable, and be available to receive the order. Any correction or destination change may attract an additional rider charge and may not be possible after dispatch.
- If delivery fails because the customer is unavailable, unreachable, provides an incorrect location, refuses the order, or asks the rider to wait or travel to a different destination, the food amount is non-refundable. Re-delivery, waiting, cancellation, or return charges are payable by the customer.
- Self-pickup orders are considered fulfilled when handed over at the agreed pickup point. Delayed pickup does not qualify for a refund based only on reduced temperature, texture, or freshness caused by the delay.
- When a customer independently books or authorizes a rider, the order is treated as handed over to the customer once the sealed package is given to that rider. Transport delay, mishandling, loss, or charges after handover must be taken up with that delivery provider. This does not exclude a verified defect that existed before handover.
- When we arrange the rider, report verified loss, unsafe transit damage, or material delay promptly. Short delays do not automatically qualify for compensation, but delivery materially later than the confirmed schedule will be reviewed in accordance with applicable law, unless caused by the customer or force majeure.
Rapido and Uber are independent third-party transport providers. Their names are used only to describe the selected delivery method and do not imply an affiliation with Bhagi's Kitchen.
5. When a Refund or Replacement May Apply
After verification, an appropriate remedy may be offered when:
- A paid item is missing or the wrong item was supplied.
- The product is materially different from the confirmed order or its advertised characteristics.
- The product is spoiled, contaminated, unsafe, or damaged in a way that compromises its seal or food safety at delivery or handover.
- A verified preparation instruction expressly accepted by us was not followed.
- Delivery is materially later than the confirmed schedule for reasons attributable to us or a delivery arranged by us, subject to applicable law and force-majeure exceptions.
6. Issue Reporting Windows and Evidence
- Ready-to-Eat: report visible quality, damage, missing-item, or wrong-item concerns within 2 hours of delivery or pickup.
- Shelf Collection: report visible damage, leakage, missing-item, wrong-item, or quality concerns within 24 hours of delivery.
- Send the order number, item name, a clear description, and unedited photographs or video showing the item, outer packaging, seal, label, and the reported issue.
- Keep the product and packaging until we complete the review or tell you they may be discarded. Do not consume food that you believe is unsafe.
- We may request additional photographs, a live video check, weight verification, or return of an unopened Shelf Collection item where reasonably necessary to investigate the claim.
These reporting windows help us investigate perishable-food issues reliably. They do not limit any consumer right that cannot lawfully be excluded.
7. What Does Not Qualify
- Change of mind, personal taste, spice tolerance, aroma, texture preference, or unmet instructions that we did not expressly accept.
- Reasonable variation in colour, shape, oil separation, sweetness, spice, texture, or appearance inherent to handmade food prepared in small batches.
- Normal temperature reduction during local delivery, especially for longer distances disclosed before ordering, or loss of quality caused by delayed pickup or delayed consumption.
- Damage caused after delivery by improper storage, reheating, refrigeration, handling, contamination, or failure to follow provided instructions.
- Cosmetic dents or outer-packaging marks that do not affect the product seal, quantity, quality, or safety.
- A substantially consumed product without evidence of a defect present at delivery. Tasting a reasonable portion to discover a quality issue will not by itself invalidate a genuine claim.
- Free gifts, complimentary items, or substitutions accepted by the customer, except where the item is unsafe.
8. Returns, Remedies, and Refund Timing
- Food products are not accepted as general returns because they cannot be safely resold. Do not send any product back unless we provide return instructions.
- Depending on the verified issue, the remedy may be replacement of the affected item, correction of a missing item, store credit accepted by the customer, partial refund for the affected portion, or a full refund where appropriate.
- Delivery and handling charges are refundable when required by law or when the entire order fails because of a verified error attributable to us. They are not refundable for customer-caused failed delivery or change of mind.
- A delivery fee paid directly in cash to a third-party rider was not collected by Bhagi's Kitchen and cannot be refunded by us. Claims about that fee must be raised with the relevant provider.
- Refunds caused by our cancellation for unavailability are initiated to the original payment method within 24 to 48 hours. Other approved refunds are initiated within 7 business days. The bank, card network, UPI provider, or payment gateway may require additional time to reflect the credit.
9. Payments and Cash on Delivery
- Cash on Delivery is not available for Shelf Collection orders.
- Ready-to-Eat food charges must be paid using the payment option shown during ordering. Where offered, only the third-party rider fee may be payable directly to the rider on delivery.
- Customers must verify the payee and amount before paying. We are not responsible for payments sent to an unverified number, UPI ID, or person.
10. Fraudulent or Abusive Claims
We maintain order, payment, communication, preparation, packaging, handover, and delivery records where available. We may decline unsupported claims, request additional verification, contest improper chargebacks, restrict future ordering, or report suspected fraud where there is evidence of fabricated or edited proof, duplicate refund requests, false non-delivery claims, deliberate product tampering, abusive conduct, or a repeated pattern of dishonest claims.
This clause is not used to deny a genuine complaint merely because a customer has previously requested a valid remedy.
11. How to Raise a Request
Contact us with your order number and supporting information:
We will acknowledge the complaint and may provide a reference for follow-up. Please cooperate with reasonable verification so the matter can be resolved fairly and promptly.
12. Applicable Law
This policy is intended to operate consistently with applicable Indian law, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Nothing in this policy excludes or limits a statutory consumer right that cannot legally be excluded or limited.
By placing an order, the customer acknowledges this policy to the extent permitted by law. We may update it as our services, delivery methods, or legal obligations change. The version displayed when an order is placed applies to that order.
