Applies to: All orders placed via Bunzo’s website, mobile app, or direct franchise outlets.

1. 🔄 Returns & Replacements Policy

At BunZo, we maintain strict hygiene protocols and ensure that every item leaving our kitchens is freshly prepared and quality-checked. However, due to the highly perishable nature of food products, returns are generally not accepted once the order is delivered or collected. We do, however, permit replacements or redelivery under specific conditions detailed below.

🧾 Understanding the Nature of Food Orders

At BunZo, we serve fresh, made-to-order food, and each sub is prepared with specific ingredients as per your selection. Because food items are customized and perishable, our ability to offer returns is limited. Unlike non-perishable goods, once a food item leaves our kitchen, it is exposed to conditions beyond our control — including temperature, handling, and environmental factors — making it unsuitable for return. We request customers to carefully review their order before confirming and report any issues promptly.

✅ Valid Reasons for Replacements or Redelivery

You may request a replacement if:

Incorrect item(s) were delivered (e.g., different sub than ordered).
Item(s) were missing from the order.
Food was found to be spoiled or not consumable due to proven quality issues.
Severe packaging damage or leakage occurred during delivery, making the food unsafe to eat.

🚚 Delivery-Related Issues & Claims

While our delivery partners are trained and equipped to handle food with care, there may be rare instances of mishandling or delay caused by traffic congestion, extreme weather, or unforeseen technical issues. Bunzo does not guarantee delivery within a fixed time unless explicitly stated under a “time-guaranteed” offer. Any claims of delayed delivery affecting food quality must be accompanied by photographic evidence and will be assessed on a case-by-case basis.
We encourage users to accept the order personally, ensure the correct delivery, and report discrepancies immediately. Claims made beyond 30 minutes from the time of delivery may not be entertained due to the time-sensitive nature of the product.

📸 Evidence Required

Customers must submit a request within 30 minutes of receiving the order.
Clear photos and/or videos of the item, packaging, and order receipt are mandatory.
All complaints must be submitted via email or customer care.
BunZo reserves the right to inspect and verify all claims before approving replacements.

📦 Packaging & Presentation Standards

Our team takes pride in maintaining consistent packaging standards across outlets. We use food-grade containers, sealed wraps, and branded bags to protect your meal during transit. If you receive an order where:
Packaging is broken
Tamper-evident seal is open
The food appears spilled or contaminated

you are advised not to consume the item and to report the issue immediately with photos. In such cases, a replacement or refund will be prioritized.

2. 💰 Refund Policy

Refunds will only be processed in compliance with this policy and where applicable under Indian consumer protection laws

✅ Eligible Scenarios for Full/Partial Refund
Order cancelled by BunZo due to non-availability of items or delivery constraints.
Double payment due to technical glitch or payment gateway error.
Failed or incomplete delivery owing to internal error or kitchen fault.
Order cancelled by the customer before food preparation has begun.
Promotional issues (e.g., coupon applied but discount not honoured due to technical failure).

❌ Non-Refundable Situations

Customer changes mind after placing an order.
Order delayed due to external factors such as traffic, natural disaster, political unrest, or delivery restrictions beyond BunZo’s control.
Food item is partially or fully consumed and later reported as unacceptable.
Incorrect delivery address provided by customer.
Issues not reported within 30 minutes of delivery.

Refunds will be processed to the original payment method and may take 5 to 7 working days depending on your bank or payment service provider.

⚠️ Fraudulent or Abusive Claims

To protect the integrity of our service and the interest of genuine customers, Bunzo implements a strict no-abuse policy. Any attempt to:
Consistently request refunds for false issues
Submit manipulated photographs
Use multiple accounts to exploit offers or claim refunds

…may lead to account suspension, denial of service, and possible legal action under the Information Technology Act, 2000 and Consumer Protection Act, 2019. We maintain a database of flagged users and use fraud detection tools to identify suspicious activity. We encourage fair use and transparent communication at all times.

📃 Proof of Issue & Verification

All refund or redelivery requests must be supported with:

Your Order ID
Time of delivery
Clear photographs or videos of the food, packaging, and issue
A brief written description of the problem

This helps us validate claims, improve internal processes, and deliver better service in the future.

3. ❗ Order Cancellation Policy

🕒 Cancellation by Customer

Customers can cancel their order within 5 minutes of placement via website or app.
Cancellation after this window will be considered only if food preparation has not begun.
If preparation has already started, the order will be treated as fulfilled and no refund will be granted.

🚫 Cancellation by BunZo

BunZo may cancel an order in the following scenarios:

Delivery address is unreachable or incorrect.
Order contains items that are temporarily unavailable or discontinued.
Customer violates platform terms or engages in fraudulent activity.

If an order is cancelled by Bunzo, a full refund will be initiated immediately.

4. 🛡️ Legal Rights & Consumer Protection

This policy is aligned with the following Indian laws:

The Consumer Protection Act, 2019
The Legal Metrology (Packaged Commodities) Rules, 2011
Food Safety and Standards Act (FSSAI) and related regulations
The Information Technology Act, 2000 for digital transactions

Disclaimer:

Filing false or exaggerated complaints with intent to misuse refund/replacement processes is a punishable offense under Indian law.

5. 🧑‍💼 Grievance Redressal & Contact

If you're not satisfied with the resolution or wish to raise a formal complaint, you can contact our Grievance Officer.

Grievance Officer Name: Pradeep Kumar
Email: info@bunzo.co.in
Phone: +91-8860663434
Working Hours: Monday to Friday, 10 AM – 6 PM
Response Time: Within 48 business hours

6. 📌 Policy Changes

BunZo reserves the right to modify or update this policy at any time to reflect changes in business practices, legal requirements, or user experience enhancements. We recommend reviewing this page periodically.

💬 Need Help?

If you need assistance regarding an order, please contact:
📞 Customer Support: +91-8860663434 📧 Email: info@bunzo.co.in

🔍 Our Commitment to You

Bunzo is committed to building long-term relationships with our customers and partners. We believe that honesty, transparency, and prompt resolution are the pillars of trust. If you ever feel dissatisfied with any part of your experience, we encourage you to reach out — our team is here to listen, investigate, and make it right wherever possible.