Refund Policy
Last Updated: December 26, 2024
Overview
At The Red Box, customer satisfaction is our top priority. We have established this comprehensive refund policy to ensure transparency and fairness in handling returns, refunds, and food quality concerns. This policy outlines the procedures and conditions under which we process refunds and handle order-related issues.
Return Eligibility
We understand that sometimes our food may not meet your expectations. Our return policy allows customers to return orders under the following conditions:
Eligible Returns
All returns must meet these basic criteria:
- Return request initiated within 30-45 minutes of delivery
- Food quality or temperature issues
- Incorrect items delivered
- Missing items from order
- Order not matching menu description
Non-Returnable Items
For quality and safety reasons, the following cannot be returned:
- Partially consumed food items
- Orders after 30-45 minutes of delivery
- Orders with tampered packaging
- Orders marked as customized
- Special festival menu items
Return Process
To ensure efficient processing of your return request, please follow these steps:
Initiating a Return
- Contact our customer service immediately upon delivery
- Provide your order number and specific issues
- Share photos of the received items if required
- Keep the food items intact for verification
- Our delivery partner will collect the return
Return Verification
Upon return initiation, we conduct:
- Quick quality verification
- Temperature check if applicable
- Order details verification
- Delivery time verification
Refund Processing
Once your return is approved, we process refunds according to the original payment method:
Refund Methods
- Credit/Debit Cards: Refund to original card
- UPI Transactions: Refund to same UPI ID
- Digital Wallets: Refund to same wallet
- Cash on Delivery: Store credits or next order adjustment
Refund Calculations
Your refund amount will include:
- Food cost as per bill
- Applicable taxes
- Delivery charges (if issue was from our end)
Refund Timeline
We strive to process all refunds promptly:
Processing Periods
- Refund initiation: Within 2 hours of complaint
- Credit/Debit Cards: 5-7 business days
- UPI/Digital Wallets: 2-3 business days
- Store Credits: Immediate
Cancellation Policy
We understand that circumstances may require order cancellation:
Cancellation Windows
- Before food preparation: Full refund
- During preparation: Subject to stage of preparation
- After dispatch: No cancellation
- Special orders: Non-cancellable
Quality Issues
For food received with quality issues:
Immediate Action Required
- Document issues with photographs
- Report immediately upon delivery
- Do not consume the food
- Keep packaging intact
Resolution Process
We offer:
- Immediate replacement (subject to time and distance)
- Full refund
- Priority complaint handling
- Free return pickup
Special Cases
We handle certain situations with special consideration:
Bulk Orders
- Custom handling process
- Special verification
- Modified refund timelines
- Dedicated support
Festival/Special Day Orders
- Special cancellation terms
- Modified refund policies
- Specific documentation needs
- Different processing times
Contact Information
For all refund-related queries:
Support Services
- Return status tracking
- Refund assistance
- Complaint resolution
- Special case handling
Policy Modifications
We reserve the right to modify this refund policy:
- Changes effective upon posting
- Prior transactions honored under old policy
- Regular policy reviews and updates
- Notification for major changes