1. Cancelling an order
| When | What happens |
|---|---|
| Before the shop accepts | Cancel from the app. Nothing is charged. |
| After the shop accepts, before cooking or cutting starts | Call us on +91 90092 22683. We will cancel if the shop has not started. Nothing is charged. |
| After the food is cooked, or the meat is cut and packed | The order usually cannot be cancelled — the shop has already used the goods. Fresh meat and fish cannot be put back on sale. |
| Cancelled by the shop or by us | Nothing is charged, and you are told in the app. |
2. If something is wrong with your order
Tell us on the same day, and if you can, at the door while the delivery partner is still there. Please keep the item and, if possible, send us a photo.
We will put it right — a replacement, or a credit to your Kukdukoo wallet — where:
- an item is missing from the order,
- the wrong item was delivered,
- the weight is clearly short,
- the food or meat arrived spoiled or in unacceptable condition.
3. How a refund is made
Because payment is in cash, a refund is normally made as a credit to your Kukdukoo wallet, which you can spend on any later order. You can see it in the app under Wallet.
Wallet credit is applied within 24 hours of us agreeing the refund. Where a cash refund is more appropriate, we will arrange it with you directly.
4. What is not refunded
- Orders where nobody was available at the address, or the phone could not be reached, and the delivery partner had to return with the goods.
- An address that turns out to be wrong or outside our delivery area, entered by the customer.
- A change of mind after fresh meat or fish has been cut, cleaned and packed.
- Complaints raised several days after delivery, where we can no longer check what happened.
5. Delivery charge
Where an order is cancelled by the shop or by us, no delivery charge applies. Where an order was delivered correctly and the complaint is about part of it, the delivery charge is normally not refunded.
6. Talk to us
If you are unhappy with an outcome, please contact us — we would much rather sort it out than leave you dissatisfied.
- Phone: +91 90092 22683
- Email: support@pawanveg.in
Complaints are acknowledged within 48 hours and resolved within 30 days.