Refund and Returns Policy

Last Updated: Nov 15 2025

At The Food Master, we work hard to ensure every order meets your expectations. If something isn’t right, we’re here to help. This policy explains when refunds, replacements, or adjustments may apply.

1. Eligibility for Refunds or Replacements

You may request a refund or replacement if:

You received the wrong item
An item is missing from your order
The food quality is not as expected (e.g., burnt, undercooked, spoiled)
Your order was never delivered (confirmed by our team and delivery partner)

Please contact us immediately after receiving your order, ideally within 30–60 minutes, so we can verify the issue and take quick action.

2. Non-Refundable Situations

We do not offer refunds if:

You changed your mind after the food is prepared
The issue was caused by incorrect delivery details provided by the customer
You did not collect a pickup order on time
Items were consumed and then reported as unsatisfactory without clear evidence
Complaints were made several hours after delivery/pickup

3. How to Request a Refund

To process your request efficiently, please provide:

Order number
Name and phone number
Issue description
Photo evidence (if applicable)

You can contact us through email, phone, or our contact page.

Once reviewed, we will decide whether a refund, partial refund, or replacement order is most appropriate.

4. Refund Processing Time

If approved:

Refunds for online payments will be processed back to your original payment method.
Processing time may vary depending on your bank or payment provider (usually 3–7 business days).
Cash-on-delivery refunds may be issued as store credit or replacement order.

5. Delivery Partner Issues

If your order was placed through a third-party delivery service (e.g., Uber Eats, Foodpanda, Deliveroo), please follow their refund and support process first, as they handle payment and delivery.

However, you are always welcome to contact us directly if you need help.

6. Cancellations

You may cancel your order before we begin preparing it.
Once preparation starts, cancellation may not be possible.

7. Contact Us

For refund requests, order issues, or questions, you can reach our support team: