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Cancellation & Refund Policy

Last Updated: 27 May 2026

At Susmita's Home Made Food, we take pride in preparing fresh, high-quality, and authentic homestyle meals. Because our products are perishable and made to order, our cancellation and refund guidelines are structured differently from standard e-commerce platforms.

1. Order Cancellation by Customer

  • Immediate Delivery Orders: You may cancel your order only within 5 minutes of placing it, provided the kitchen has not already started preparing your food. To cancel, you must immediately contact us at +91 8700310799. Once food preparation has begun, the order cannot be canceled, and no refund will be provided.

  • Pre-Orders & Specialty Items: For advanced bookings or specialty items (like Chhena Poda or bulk orders), cancellations must be made at least 12 hours before the scheduled delivery time to be eligible for a full refund.

2. Order Cancellation by Susmita's Kitchen We reserve the right to cancel an order under the following circumstances:

  • Unavailability of specific ingredients.

  • Delivery address falls outside our serviceable area in Delhi NCR.

  • Severe weather conditions, delivery partner unavailability, or unforeseen operational issues.

  • In such cases, if you have already paid online, a 100% full refund will be initiated.

3. Eligibility for Refunds Refunds will only be considered under the following conditions:

  • Incorrect Item Delivered: If you receive an item different from what you ordered.

  • Quality Issues: If the food is spoiled or unfit for consumption upon delivery. (Note: You must contact us within 30 minutes of delivery and provide clear photographic evidence of the issue).

  • Missing Items: If a part of your order is missing, we will either refund the amount for the missing item or arrange to send it to you.

4. Non-Refundable Situations We do not offer refunds in the following scenarios:

  • You provided an incorrect or incomplete delivery address.

  • The delivery partner could not reach you via the provided phone number, or you were unavailable to receive the order at the address.

  • You did not like the taste of the food, as taste is subjective (assuming the food is fresh and prepared according to our standard recipes).

5. Refund Processing Time

  • All approved refunds will be processed back to the original method of payment via our payment gateway.

  • Please allow 5 to 7 business days for the refunded amount to reflect in your bank account or credit card statement, depending on your bank's processing time.

6. Contact Us for Support To request a refund or report an issue with your order, please reach out to us immediately:

  • Phone/WhatsApp: +91 8700310799

  • Email: sb19081984@gmail.com