Refund & Return Policy

1. Scope of This Policy

This Refund & Return Policy applies to Momo Delights website enquiries, direct customer communication, outlet-related concerns, fresh food orders, frozen food supply, HoReCa/B2B supply, bulk orders, vendor or business supply transactions, and franchise-related payments where applicable.

If your order was placed through a third-party delivery platform, ordering app, payment gateway, aggregator, social media platform or external website, the refund, cancellation and return process may also be governed by that third-party platform’s own policy.

2. Fresh Food, Cooked Food and Outlet Orders

Fresh food and cooked food items are prepared for immediate consumption. Due to food safety, hygiene and perishable nature, such items are generally not returnable once accepted, delivered, opened, consumed or partially consumed.

A refund, replacement or corrective action may be considered only if there is a verified issue such as:

• Wrong item supplied compared to the confirmed order
• Missing item from the confirmed order
• Food received in damaged, spilled or unacceptable condition
• Clear quality concern reported immediately with supporting proof
• Duplicate payment or confirmed payment error

Customers should report any issue as soon as possible after receiving the order, preferably with order details, invoice, photos, videos and payment proof where relevant.

3. Frozen Food, Chilled Food and Packaged Food Supply

Frozen, chilled and packaged food products require proper storage, cold-chain handling, transport conditions and temperature control. For food safety reasons, returns may not be accepted once products are delivered, opened, thawed, mishandled, stored incorrectly or moved outside required cold-chain conditions.

Replacement, credit note or refund may be considered only after review if the issue is reported within the applicable reporting timeline and supported by clear proof.

Eligible concerns may include:

• Wrong product or wrong SKU delivered
• Short quantity compared to invoice or delivery challan
• Sealed product received damaged at the time of delivery
• Product received beyond agreed usable condition at the time of delivery
• Batch-related quality concern verified after inspection or review

4. HoReCa, B2B, Bulk Supply and Business Orders

For HoReCa, B2B, frozen food supply, bulk supply, distributor, vendor, dealership or commercial orders, returns, replacements, refunds, credit notes and claims will be handled according to the applicable quotation, invoice, delivery challan, purchase order, supply terms or written agreement.

Business buyers should inspect products at the time of delivery and report any visible damage, shortage, wrong product or temperature-related concern immediately.

For commercial supply claims, Momo Delights may request supporting documents such as invoice copy, delivery challan, batch number, product photos, storage details, receiving temperature record, complaint details and any other relevant proof.

5. Orders Through Third-Party Platforms

If an order is placed through a third-party food delivery app, ordering platform, payment gateway, marketplace, aggregator or external service, the refund or cancellation request should first be raised through that platform’s official support process.

Momo Delights may support the verification of order-related concerns where applicable, but refund approval, refund timeline, wallet credit, payment reversal, delivery refund or platform compensation may depend on the third-party platform’s policy and systems.

6. Cases Where Refund, Return or Replacement May Be Considered

Subject to review, verification and applicable terms, refund, replacement, return or credit note may be considered in the following cases:

• Wrong product delivered
• Confirmed missing item or short quantity
• Duplicate payment received
• Order cancelled by Momo Delights due to non-availability
• Product damaged before or at the time of delivery
• Verified product quality issue reported within the applicable timeline
• Commercial supply claim accepted after inspection or documentation review

7. Cases Where Refund or Return May Not Be Accepted

Refunds, returns or replacements may not be accepted in the following cases:

• Change of mind after order confirmation, preparation or delivery
• Fresh or cooked food already accepted, opened, consumed or partially consumed
• Frozen or chilled food opened, thawed, mishandled or stored incorrectly
• Issue reported after unreasonable delay or after product condition cannot be verified
• Damage caused after delivery due to customer, buyer, transporter or operator handling
• Incorrect address, unavailable receiver or failed delivery due to customer-side issue
• Taste preference, spice preference or subjective expectation where no product defect exists
• Third-party platform issue not approved by the relevant platform
• Business claim not supported by invoice, batch detail, photos or required documentation

8. Cancellation Policy

Cancellation eligibility depends on the order type, preparation stage, dispatch status, product type and applicable platform or business terms.

Fresh food orders may not be cancellable once preparation has started. Frozen food, bulk supply, HoReCa/B2B supply or commercial orders may not be cancellable once packing, dispatch, logistics booking, production, procurement or special preparation has started.

For franchise, vendor, distributor, dealership, B2B or other commercial discussions, any cancellation or refund of paid amounts will be governed by the applicable written communication, invoice terms or signed agreement.

9. Refund Process and Timeline

Approved refunds may be processed through the original payment method, bank transfer, wallet, payment gateway, credit note, adjustment against future invoice or any other mutually agreed method depending on the transaction type.

Refund processing time may vary depending on payment gateway, bank, card network, third-party platform, accounting process or transaction verification.

Momo Delights may require reasonable time to verify the complaint, check order details, review supporting proof, inspect product condition, verify payment status or coordinate with the relevant platform or business team before approving any refund or replacement.

10. How to Raise a Refund, Return or Replacement Request

To raise a request, please contact Momo Delights with complete details. Incomplete requests may take longer to review.

Please share:

• Full name and contact number
• Order number, invoice number or delivery challan number
• Date and time of order or delivery
• Product name, quantity and batch details where applicable
• Clear photos or videos showing the issue
• Payment proof, invoice or platform order screenshot where applicable
• Brief explanation of the concern

11. Inspection and Verification

Momo Delights reserves the right to inspect, verify or request additional information before approving any refund, replacement, return, credit note or corrective action.

For food safety and quality concerns, we may review product photos, batch details, storage conditions, delivery condition, customer communication, platform records, payment details, invoice terms and other relevant information.

12. Franchise, Vendor and Business Payments

Any payment made in relation to franchise discussion, vendor onboarding, distribution, dealership, business proposal, commercial supply, advance order, bulk order, customized order or special arrangement will be governed by the applicable invoice, receipt, written communication or signed agreement.

Unless clearly agreed in writing, submission of a franchise or business enquiry does not itself create any refund obligation, approval guarantee, franchise allotment, dealership right, distribution right or commercial commitment.

13. Policy Updates

Momo Delights may update this Refund & Return Policy from time to time to reflect changes in our business, products, ordering process, supply model, payment systems, legal requirements or operational practices.

The updated version will be posted on this page with a revised “Last Updated” date. Continued use of our website, services or business communication after updates means you accept the revised policy.