Refunds & Cancellation

Last updated: 9 August 2026

Short version: if we have not packed it yet, you can cancel for a full refund. If something arrives wrong, damaged or spoiled, tell us within 24 hours and we will replace it or refund it. Because everything is freshly made food with no preservatives, we cannot take back a pack that is simply no longer wanted.

Cancelling before dispatch

Message us on WhatsApp with your order number as soon as you can. Orders are packed by hand after payment confirms, so there is usually a window.

Not yet packed — cancelled, refunded in full, no questions and no charge.
Packed but not dispatched — we will still cancel it. The delivery charge, if one was paid, is refunded too.
Already out for delivery — we cannot recall it. Once it arrives, the section below applies.

Want to change an order rather than cancel it — a different pack size, an extra item, a corrected address? Same message, same window. We would much rather fix it than refund it.

If something is wrong with your order

Tell us within 24 hours of delivery, with a photograph if you can. That is not a formality — for a food complaint the photograph is usually the fastest route to sorting it out. We will replace the item on the next delivery run or refund it in full, whichever you prefer, if:

the wrong item or the wrong pack size arrived;
the pack was damaged, opened or leaking on arrival;
an item was missing from the order;
the food was spoiled or off when it arrived, or was past its date.

What we cannot refund

Everything we make is fresh food with no preservatives, prepared after you order it. Once a pack has been delivered we cannot resell it, so we cannot take it back simply because it is no longer wanted, or because the taste was not to your liking. This is the standard exemption for perishable goods and it does not affect your statutory rights if the product was actually defective.

We also cannot refund where:

the address given was wrong or incomplete and the delivery failed because of it;
nobody was available to receive the order after two delivery attempts and a phone call;
the product was stored contrary to the instructions on the pack — several of ours need refrigeration, which is why there are no preservatives in them.

If a delivery fails for one of the first two reasons, message us. We will usually re-attempt it for the cost of the second delivery rather than write the order off.

How refunds are paid

Refunds go back to the original payment method. We cannot redirect them to a different card or account.
We initiate the refund within 2 business days of agreeing it.
Your bank then takes its own time — typically 5 to 7 business days for the money to appear, and occasionally longer for credit cards. That part is out of our hands, but we can give you the Razorpay refund reference to chase it with.
Where the whole order is cancelled, the ₹59 delivery charge is refunded with it.

Payment taken but no order confirmation

If money left your account and you did not get a confirmation, do not pay again. Either the payment did not complete — in which case your bank releases it automatically, usually within 5 to 7 business days — or it did and our confirmation did not reach you, in which case we already have your order. Message us with the time and amount and we will tell you which it is the same day.

Getting hold of us

WhatsApp is fastest, and it is where your order updates are already going — see the contact page.

This policy forms part of our terms and conditions, and applies to orders placed with Goodwala through thegoodwala.in.