Returns, QC Inspection & Cancellations
Operational Standard · Foodondoor Private Limited
1. Dockside Inspection & Quality Rejection
We understand that restaurants cannot afford substandard raw materials during kitchen prep. Buyers are entitled to inspect all fresh produce, dairy (paneer/milk), proteins (poultry/seafood), and ambient goods upon arrival at the receiving dock.
If an item fails your chef's quality standards (e.g. freshness, temperature violation, damage, or wrong pack size), the delivery associate will mark the line item as rejected on the delivery run-sheet. The payable invoice or credit note is adjusted automatically.
2. Digital Return & Refund Requests
If a defect or hidden spoilage is discovered during morning prep after the delivery driver has departed:
- Open your order under Orders → View Details → Request Return / Issue.
- Select the specific item, state the reason (e.g. spoilage, seal broken, short weight), and submit details.
- Fresh & chilled items must be reported within 6 hours of delivery. Ambient dry goods (oil, rice, packaging) must be reported within 48 hours.
- Approved returns generate an immediate credit balance adjustment on your account or a refund to the original payment source.
3. Buyer-Initiated Order Cancellation
Orders can be cancelled directly by the buyer from the orders portal with zero penalty prior to the warehouse dispatch phase. Once an order is marked Packed / Dispatched in our central hub reefer van, cancellation is locked to prevent temperature loss and transit wastage.