Returns & Refund Policy

At Ezyfood (formerly Indomeal), we take immense pride in the freshness, taste, and safety of our culinary creations. Because our catalog includes temperature-sensitive, sub-zero flash-frozen foods (-18°C) and ready-to-eat retort delicacies, we uphold a transparent, customer-first Return and Refund Policy.

1. 100% Temperature & Freshness Guarantee

Every single flash-frozen order is dispatched from our Kolkata Central Cold Hub inside high-density insulated thermal boxes accompanied by specialized sub-zero dry ice gel packs. We guarantee that your meals arrive solid-frozen and in pristine condition.

2. Eligible Scenarios for Refund or Replacement

You are entitled to an immediate free replacement or a 100% refund under any of the following circumstances:

• Transit Thaw / Temperature Breakdown: The frozen meal trays or packets have thawed or melted due to unexpected courier delay.
• Compromised Packaging or Broken Seal: The outer thermal container or inner vacuum seal is pierced, leaking, or damaged upon delivery.
• Incorrect or Missing Items: You received an item different from your order confirmation or items are missing from your package.
• Quality Discrepancy: The food exhibits any spoilage, foul aroma, or unexpected defect immediately upon opening.

3. How to Report an Issue (Within 24 Hours)

Due to the perishable nature of gourmet frozen food, we request you notify us within 24 hours of delivery handover:

1. Take 1 or 2 clear photographs or a short video showing the affected item, the label, and the thermal packaging.
2. Contact our dedicated Cold-Chain Desk via WhatsApp at +91 84204 40220 or email us at orders@ezyfood.in / support@ezyfood.in.
3. Provide your Order Number (e.g. EF-XXXX) and a brief description of the issue.

4. Refund Processing & Timelines

Upon reviewing your report, our quality assurance team will process your chosen resolution immediately:

• Priority Replacement: Dispatched within 24 hours on our next express cold delivery dispatch at zero additional charge.
• Direct Refund: Reimbursed to your original payment method (UPI / Credit Card / Debit Card / Net Banking) within 24 to 48 hours. Depending on your bank, it reflects in your account within 3 to 5 business days.
• Cash on Delivery (COD) Orders: Refunds are credited via instant UPI transfer or direct bank NEFT upon receiving your UPI ID or bank account details.

5. Food Safety & Non-Returnable Products

In compliance with Food Safety and Standards Authority of India (FSSAI) regulations and public hygiene mandates:

Perishable food items that have been opened, cooked, partially consumed, or stored outside the recommended freezer temperature (-18°C) by the customer cannot be physically returned to our warehouse.

6. Order Cancellation Policy

You may cancel your order free of charge at any time before dispatch from our fulfillment facility by contacting our helpline at +91 84204 40220. Once an order has been packed with dry ice and handed to the cold courier partner, cancellation is no longer possible.