Returns, refunds, and cancellations.

This policy explains how returns, cancellations, and refunds work on Faazio. Because the products are supplied by Partners (sellers, restaurants, and pharmacies), eligibility depends on the type of product and the Partner's policy, in addition to your rights under consumer-protection law.

Nothing here reduces any non-waivable rights you have under applicable law, including India's Consumer Protection Act, 2019.

• Unopened, non-perishable packaged items in resalable condition may be eligible for a return or refund, reported soon after delivery.
• Perishables such as fresh produce, dairy, meat, and bakery items can generally only be refunded if they are damaged, spoiled, expired, or not as described.
• If an item is missing, incorrect, or damaged, report it from the order screen with a photo where possible.

• Prepared food is made to order and is generally non-returnable and non-refundable once delivered.
• If your order is missing items, spilled, cold, or materially different from what you ordered, report it from the order screen — we may issue a partial or full refund or a credit at our discretion.
• Refunds for taste or personal preference are not usually available, unless the item was faulty or not as described.

• For safety and legal reasons, medicines that have been dispensed generally cannot be returned or exchanged, unless they were supplied incorrectly, damaged, expired, or are subject to a recall.
• If a prescription order was declined or could not be fulfilled, any amount already paid for the unavailable items is refunded.
• Prescription medicines must be returned through an authorised process where the law permits, so that they are disposed of safely.

• You can cancel an order before the Partner confirms or starts preparing it. Cancellation may not be possible once preparation or dispatching has begun.
• If a delivery cannot be completed because you are unreachable, the address is incorrect, or you refuse the order without a valid reason, it may not be refundable.
• We may cancel an order if items are unavailable, if there is a pricing or payment error, or if we reasonably suspect fraud or misuse.

To request a return or refund:

• Open the order in the app and choose the option to report a problem, or
• email [email protected] from the email or phone number on your account.

Please include your order number and a short description (and a photo where relevant). We may ask for more information so we can review the request fairly.

• Approved refunds are issued to the original payment method. The amount is usually initiated within a few business days, but it can take longer to appear depending on your bank or payment provider.
• Cash-on-delivery or similar orders may be refunded by another agreed method, such as a bank transfer or Faazio credit, where an original-method refund is not possible.
• Delivery fees and other charges may be refunded where the issue is our or the Partner's responsibility, and may not be refunded for change-of-mind cancellations.

Questions about a refund or cancellation? Email [email protected] or use the help option on the order screen. See also our Terms & Conditions.