HomeMeal

1 Return Policy Overview

At HomeMeal, we are committed to delivering fresh, high-quality tiffin meals that meet your expectations. We understand that occasionally issues may arise with food quality, order accuracy, or delivery. This comprehensive Return Policy outlines the circumstances under which returns are accepted and the procedures to ensure your satisfaction.

Our return policy is designed specifically for food delivery services, focusing on health, safety, and customer satisfaction while maintaining the highest standards of food quality and hygiene.

Quality Guarantee

We stand behind every meal we deliver. If you're not satisfied with the quality, freshness, or accuracy of your order, we're here to make it right.

2 Returnable Items and Conditions

Returns are accepted under the following circumstances:

Food Quality Issues

Spoiled or contaminated food
Unusual taste, smell, or appearance
Foreign objects in food
Undercooked or overcooked meals
Incorrect temperature upon delivery

Order Accuracy Issues

Wrong meal delivered
Missing items from your order
Incorrect dietary specifications
Wrong portion size
Allergen contamination concerns

Delivery Problems

Damaged packaging during delivery
Spilled or compromised contents
Significantly delayed delivery
Incorrect delivery address
Temperature control failures

Health & Safety Concerns

Allergen mislabeling
Packaging contamination
Hygiene standard violations
Cross-contamination issues
Expired ingredients suspected

3 Non-Returnable Items

Important Notice

Due to food safety regulations and hygiene standards, the following items cannot be returned:

Partially or fully consumed meals: Food that has been opened, tasted, or consumed
Late notifications: Complaints reported more than 2 hours after delivery
Personal preference issues: Taste preferences, spice levels, or dietary choices
Normal food variations: Natural variations in taste, color, or texture
Change of mind: Orders you no longer want without quality issues
Subscription cancellations: Mid-cycle subscription changes (subject to separate terms)
Custom meal modifications: Special requests that were fulfilled as ordered

4 Return Request Procedure

Time Sensitive

All return requests must be initiated within 2 hours of delivery to ensure food safety and quality assessment.

1

Immediate Contact

Contact our customer support immediately via phone, email, or app. Do not consume the food if there are quality concerns.

2

Document Issue

Take clear photos of the food, packaging, and any visible issues. Describe the problem in detail.

3

Return Authorization

Receive return authorization number and specific instructions from our support team.

4

Secure Storage

Store the food safely (refrigerated if applicable) until our team arranges pickup or provides disposal instructions.

5

Pickup/Disposal

Follow our team's instructions for food pickup or safe disposal, especially for contaminated items.

6

Resolution

Receive refund, replacement, or account credit as determined by our quality assessment team.

5 Return Processing Timeline

From Report to Resolution

Our commitment to quick resolution of your concerns

Immediate Response (0-15 minutes)

Customer support acknowledgment and initial guidance

Quality Assessment (15-30 minutes)

Review of photos, order details, and quality standards verification

Return Authorization (30-60 minutes)

Approval decision and return authorization with pickup instructions

Pickup Arrangement (1-4 hours)

Coordination with delivery team for food pickup or disposal guidance

Resolution Processing (24-48 hours)

Refund processing, replacement preparation, or credit application

6 Quality Assurance Commitment

Our Quality Promise

Every return helps us improve our service. We track all quality issues to enhance our cooking processes, packaging standards, and delivery protocols.

Quality Control Measures

Fresh Ingredient Sourcing: Daily procurement from certified vendors
Hygiene Protocols: FSSAI-compliant kitchen operations and staff training
Temperature Control: Insulated packaging and cold chain maintenance
Quality Checkpoints: Multi-stage inspection before dispatch
Delivery Standards: Trained delivery partners with time-bound commitments
Customer Feedback Loop: Continuous improvement based on return patterns

7 Resolution Options

Available Remedies

Full Refund

Complete refund to original payment method
Processing via PhonePe gateway: 7-10 business days
Applicable for quality issues and non-delivery

Meal Replacement

Fresh meal preparation with priority delivery
Same-day replacement when possible
Upgraded portion or premium meal option

Account Credit

Credit applied to your HomeMeal account

Additional bonus credit for inconvenience

Flexible usage for future orders

Subscription Benefits

Extended subscription period

Upgraded meal plan at no extra cost

Priority customer status

8 Health and Safety Standards

Health Concerns

If you experience any food poisoning symptoms or allergic reactions, seek immediate medical attention and contact us immediately.

Safety Protocols

FSSAI Compliance: All operations follow Food Safety and Standards Authority guidelines
Allergen Management: Clear labeling and separate preparation areas
Temperature Safety: Hot food above 60Â°C, cold items below 4Â°C during delivery
Hygiene Standards: Regular health checkups for all kitchen staff
Contamination Prevention: Strict protocols to prevent cross-contamination
Traceability: Complete ingredient tracking for quality issues investigation

Emergency Response

In case of suspected food poisoning or severe allergic reactions, we maintain emergency response protocols including immediate investigation, healthcare coordination, and regulatory reporting as required by law.

Return Policy