Refund, Return & Cancellation Policy

This policy applies to orders placed on the Bong-Uru Delights website and mobile app. It is published to meet Razorpay merchant requirements and to inform customers before payment. Food is a perishable product, so physical “returns” of consumed or opened meals are generally not possible. Eligible cases are handled as cancellation, replacement, or refund.

1. Cancellation by you

• You may request cancellation by calling +91 85368 11638 or emailing hello@bongurudelights.com as soon as possible.
• If the kitchen has not started preparing the order, we will cancel and initiate a full refund of the amount paid online.
• If preparation or dispatch has started, cancellation may be declined. We may offer a credit or partial refund at our discretion.

2. Cancellation by us

We may cancel if an item is unavailable, we cannot deliver to your location, payment is incomplete or suspected fraudulent, or due to operational issues. If you have already paid, we will initiate a full refund of the captured amount.

3. Returns (food)

Prepared food cannot be returned to stock once it leaves the kitchen. If your order is wrong, incomplete, spoiled, or materially different from what you paid for, contact us within 2 hours of delivery with your order details and a photo where useful. We may:

• resend the missing/correct item, or
• issue a full or partial refund of the affected items.

Refunds are not available for change of mind after successful delivery of a correct, fresh order, or for delay caused by an incorrect / unreachable address you provided.

4. Refunds (Razorpay)

• Approved refunds are initiated to the original payment method.
• After we initiate a refund on Razorpay, banks typically credit the amount in 5–7 business days (sometimes up to 7–10 working days depending on your bank/UPI app).
• Bong-Uru Delights can only initiate the refund. Credit timing is controlled by Razorpay and your bank. You can track bank credit in your statement or Razorpay’s refund tracker if a refund ID is issued.
• Cash-on-delivery orders (if offered) are refunded as store credit or UPI/bank transfer as agreed.

5. Failed / duplicate payments

If money is debited but the order is not confirmed, the amount is usually auto-reversed by the payment gateway/bank. If it does not reverse within 7 business days, share the payment ID / UTR with us and we will raise it with Razorpay.

6. How to request a refund

Phone: +91 85368 11638
Email: hello@bongurudelights.com
Include order number, date, amount, and issue. We aim to respond within 24–48 hours.

7. Chargebacks

Please contact us first. Unjustified chargebacks may be contested with transaction and delivery records. Razorpay remains a payment intermediary and does not decide kitchen or delivery disputes.