Refund Policy

Legal

Because we deal in fresh, perishable meat, our refund process works a little differently from typical online retail. Here’s exactly how it works.

1. Introduction

This Refund Policy explains when and how you can request a refund for an order placed with Kwality Meats, and should be read alongside our Terms & Conditions. Our goal is simple: if something arrives wrong, damaged, or below our quality standard, we make it right.

2. Information We Collect

Mutton and chicken are fresh, perishable products cut and packed specifically for your order. Because of this, we cannot accept returns for change of mind, incorrect quantity ordered, or general dissatisfaction with cut preference once an order has been delivered in good condition. Refunds are issued only for the quality and delivery issues described in Section 3.

3. Refund Eligibility

You are eligible for a full or partial refund (or replacement, your choice) if:

The product received is visibly spoiled, discoloured, or has an off odour on arrival
You received the wrong product, cut, or weight compared to your order
The order arrived significantly outside its estimated delivery window without prior communication
The order was never delivered despite being marked as completed

All refund requests must be raised within 24 hours of delivery, along with your order number and, where possible, a photo of the item received.

4. What's Not Covered

Refunds will not be issued in the following cases:

Change of mind after the order has been cut and dispatched
Spoilage caused by improper storage after delivery (e.g. left unrefrigerated for an extended period)
Minor natural variation in cut size, colour, or fat content — normal for fresh, hand-trimmed meat
Refund requests raised more than 24 hours after delivery
Orders where the delivery address or recipient details provided were incorrect

5. How to Request a Refund

To request a refund or replacement:

Contact us within 24 hours of delivery via our Contact page, WhatsApp, or by calling +91 98XXX XXXXX
Share your order number and a brief description of the issue
Where possible, attach a photo of the product or packaging as received
Our support team will review your request, usually within a few hours

6. Refund Process & Timelines

Once a refund is approved:

Replacements, where chosen, are typically dispatched the same or next day, subject to zone delivery timing
Refunds to your original payment method are processed within 5–7 business days
You’ll receive a confirmation via SMS, WhatsApp, or email once the refund has been initiated

7. Refund Methods

Online payments (UPI, card, net banking) are refunded to the original payment method
Cash on delivery orders are refunded via bank transfer or store credit, at your preference
Store credit, where chosen, is added to your account instantly and can be used on any future order

8. Order Cancellations

Orders can be cancelled free of charge within 15 minutes of placing them, before processing begins. Once an order has entered processing (your cuts are being prepared), it cannot be cancelled, as the product is already being prepared specifically for you. See our Terms & Conditions for full details.

9. Failed or Delayed Delivery

If a delivery fails due to an incorrect address or repeated unavailability at the delivery location, delivery charges are non-refundable and a re-delivery fee may apply. If a delay or failure is due to an error on our part, we will offer a full refund or free re-delivery, at your choice.

10. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our operations or applicable law. Material changes will be notified via the Platform or email. The “Last updated” date at the top of this page reflects the most recent revision.

11. Contact Us

For any refund or order issue, reach out to us:

Email: hello@kwalitymeats.in
Phone: +91 98XXX XXXXX
Address: 4th Cross, Frazer Town, Bengaluru, Karnataka 560005

Or visit our Contact page for a direct message form. See also our Terms & Conditions and Privacy Policy.

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