Return, Refund & Cancellation Policy
Effective Date: 01 August 2025
SAW GR8 FOODZ PVT. LTD. (“we”, “us”, “our”) offers the following policy regarding cancellations, returns, refunds, and claims for perishable products like raw meat, fish, poultry, and ready-to-cook items.
1. Order Cancellation
- Before Dispatch: You may cancel your order before it is packed or dispatched, based on notifications from your order confirmation or SMS.
- After Dispatch: Orders cannot be canceled or refunded once dispatched.
2. Returns & Damage Claims
Due to hygiene, food safety, and perishable nature:
- Returns are not accepted once the package seal is broken.
- Exceptions are limited to:
- Delivery of expired or post-expiry products.
- Incorrect items not matching the order.
- Damaged or tampered packaging on delivery.
- Claims must be raised immediately upon delivery, ideally within 24 hours via phone or email.
3. Refund Processing
- If a claim is approved after inspection, refunds will be issued within 7–15 business days, depending on the payment method.
- Refunds may be applied via:
- Original payment method (UPI, card, Netbanking)
- Platform wallet or credits (e.g. for overcharged or short delivered quantities)
4. Partial Delivery Adjustments
- If the supplied quantity is less than ordered, we will refund the difference through the platform wallet or original payment method.
- In case of over-delivery, the extra amount may be adjusted in your next order.
5. Non-Refundable Items & Scenarios
The following are not eligible for returns or refunds:
- Perishable goods once opened (i.e. almost all raw meat/fish products).
- Products with broken seals or packaging.
- Orders canceled after dispatch.
- Issues arising after cooking or stage-wise thawing.
- Personal preference disputes or “change of mind” cases.
6. Claim Submission Process
To request a refund:
- Contact customer service via your preferred channel (email or phone).
- Provide your:
- Order ID
- Photos (unopened packaging + product with visible expiry date, if any)
- Details of issue (expiry, wrong item, damage)
- Our team will verify the claim and initiate resolution per the policy.
7. Timeline & Notifications
- You must raise your claim upon delivery or within 24 hours.
- Once approved, refund is initiated within 7 to 15 business days, depending on payment mode and bank processing.
- If not received within the stipulated time, you can escalate via customer care or DPO contact.
8. Handling Hygiene & Safety
- We cannot process returns for perishable goods once opened due to risks of contamination and breach of food safety protocols.
- Sealed products with visible damage, spoilage, or incorrect contents are eligible for return/refund requests.