Returns, Replacements & Cancellation Policy

FIRST, HOW WE WORK

We cut only after you order.

Your chicken, mutton or fish is not sitting portioned on a shelf waiting for a buyer. The whole bird and the whole fish come in fresh, and the cut is made when your order comes in.

That is why our food is fresher. It is also why an order cannot be stopped once it has gone into production. Once a cut has been made for your order, we cannot put it back into stock and sell it to someone else.

We would rather explain that openly than hide it in small print.

IF SOMETHING IS WRONG WITH YOUR ORDER

If anything we deliver is not right, we will replace it.

What is covered

• The product is spoiled, off, or not fresh
• The wrong item or the wrong cut was delivered
• Something is missing from your order
• The packaging is damaged or has leaked
• The pack weighs less than the weight you ordered
• Your order arrived so late that the food was affected

How to tell us

Please contact us the same day you receive your order:

Please send us a photograph if you can. It helps us fix it faster, and it helps us find out where it went wrong.

What we will do

We will replace the item on your next delivery slot, or sooner if we can.

If the same item is not available, we will replace it with something of the same value.

Our remedy is a replacement rather than a refund.

WEIGHT

Fresh food cannot be cut to an exact round number. A piece of fish or a cut of mutton will never land precisely on the weight you selected.

So we keep it simple. You get the weight you ordered, or a little more. Never less.

If a pack comes in over, that is on us. You are not charged for the difference, then or later.

The actual weight is shown on the pack label and on your invoice.

If a pack ever does arrive short, tell us the same day and we will replace it.

CHANGING OR CANCELLING AN ORDER

Once an order is placed, it cannot be changed, rescheduled or cancelled on our website or app.

To change, reschedule or cancel an order, please call our customer care team on 022 6666 9999, between 7:30 AM and 7:30 PM. Our team will help you on the call and will tell you if any charge applies.

Once an order has gone into production it cannot be cancelled. We cut only after you order, so those cuts are made specifically for you and cannot go back into stock.

A charge may also apply if:

• The delivery address given was wrong, or outside our delivery area
• We could not reach you on your registered number at the time of delivery
• We could not complete the delivery because of access restrictions or missing instructions

If we cancel your order, or the cancellation is our fault, you are charged nothing.

If you have already paid

Where you have already paid and a charge applies, our team will tell you the amount on the call and adjust the balance for you.

Repeated cancellations

We may suspend or close an account where there is a pattern of repeated cancellations, misuse of this policy, or fraud. If we do, we will tell you why.

CHANGES TO THIS PAGE

We may update this page. The date at the top tells you when it last changed. If a change affects your rights, we will tell you before it takes effect.

QUESTIONS OR COMPLAINTS

Customer care

If you are not satisfied, you can escalate to our Grievance Manager: