Refund & Cancellation Policy
Last updated: May 2026
This policy applies to all orders placed on richsglobal.in, our mobile app, or via WhatsApp for any of the 14 RICHS Global food brands. We aim for a fair and transparent refund process.
1. Cancellation Window
| Time of request | Cancellation allowed? | Refund |
|---|
| Within 5 minutes of ordering | ✅ Yes | 100% refund |
| After kitchen starts preparation | ❌ No | No refund |
| After dispatch | ❌ No | No refund |
| Order not delivered (our fault) | ✅ Yes | 100% refund |
To cancel within the window, WhatsApp us at +91 88550 61800 immediately with your order number.
2. Eligible Refund Situations
- Order cancelled within 5 minutes of placement (before preparation begins)
- Wrong item delivered — contact us within 2 hours with photo proof
- Missing item from order — contact us within 2 hours
- Food quality issue (spoiled, inedible) — contact us within 2 hours with photo proof
- Order not delivered due to our error
- Duplicate payment charged
- Payment debited but order not confirmed
3. Not Eligible for Refund
- Order cancelled after kitchen preparation begins
- Incorrect delivery address provided by customer
- Customer unavailable at delivery address
- Change of mind after order is confirmed
- Spice level or taste preference (we follow standard recipes)
- Complaints raised after 2 hours of delivery
4. Refund Process
For Razorpay payments (card/net banking):
- Refund initiated within 24 hours of approval
- Credited to original payment method within 5–7 business days
- You will receive a Razorpay refund confirmation email
For UPI payments:
- Refund sent directly to your UPI ID within 24–48 hours of approval
- Share your UPI ID on WhatsApp when raising refund request
5. How to Raise a Refund Request
Contact us through any of these channels:
Include: Order number, issue description, and photo evidence (for food quality issues).
We respond to all refund requests within 4 hours during operating hours (8 AM – 10 PM IST).
6. Disputes
If you are unsatisfied with our refund decision, you may raise a dispute directly with Razorpay (for card/net banking payments) or contact your bank. For UPI disputes, contact your UPI app support.
7. Contact
WhatsApp: +91 88550 61800
Email: hello@richsglobal.in
Operating hours: 8 AM – 10 PM IST, 7 days a week