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Refund policy

Here it is:

Return & Refund Policy

At Balochi Foods, your satisfaction is our top priority. We take great pride in delivering the highest quality slow-cooked Namkeen Rosh to your doorstep and we want every single order to be a completely satisfying experience. Please read our Return and Refund Policy carefully so you understand your rights and our commitments to you as our valued customer.

1. Our Commitment to Quality

Every order that leaves our kitchen is prepared with the freshest ingredients, the highest hygiene standards, and the greatest care. Before dispatch, each product is carefully inspected and individually packed to ensure it reaches you in perfect condition. However, if for any reason you are not completely satisfied with your order, we are here to make it right.

2. Eligibility for Returns & Refunds

Due to the perishable nature of our food products, we are unable to accept physical returns of any food items once they have been delivered. However, you may be eligible for a refund or replacement in the following circumstances:

  • ✅ Wrong Order Delivered — you received a different product from what you ordered
  • ✅ Damaged Packaging — your order arrived with visibly damaged or compromised packaging that may have affected the quality of the product
  • ✅ Spoiled or Poor Quality Product — your product arrived in a condition that does not meet our quality standards
  • ✅ Missing Items — one or more items from your order were missing upon delivery
  • ✅ Order Not Delivered — your order was not delivered within the agreed timeframe and no satisfactory resolution was provided by our delivery partner

3. How to Request a Refund or Replacement

If you believe you are eligible for a refund or replacement, please follow these steps:

  • 📸 Step 1 — Take clear photos or a short video of the product, packaging, and any visible damage or issue immediately upon receiving your order
  • 📞 Step 2 — Contact us within 24 hours of receiving your order via WhatsApp, email, or phone with your order details and the photos or video as evidence
  • ✅ Step 3 — Our customer support team will review your claim and get back to you within 48 hours with a resolution

Please note that claims made after 24 hours of delivery may not be eligible for a refund or replacement as we are unable to verify the condition of the product after this time.

4. Refund Options

Once your claim has been reviewed and approved, we will offer one of the following resolutions depending on the nature of the issue:

  • 🔄 Replacement — we will send you a fresh replacement order at no additional cost
  • 💰 Full Refund — we will process a full refund of the amount paid for the affected item or order
  • 🎁 Store Credit — we will offer you store credit equivalent to the value of the affected item that you can use on your next order

The resolution offered will be at the discretion of our customer support team based on the nature and severity of the issue reported.

5. Refund Processing Time

Once your refund has been approved, please allow the following timeframes for the refund to be processed:

  • 💳 Online Payments — refunds will be processed within 5 to 7 working days back to your original payment method
  • 🏦 Bank Transfer — refunds processed via bank transfer may take 3 to 5 working days depending on your bank
  • 🎁 Store Credit — store credit will be applied to your account within 24 hours of approval

6. Non-Refundable Circumstances

We are unable to process a refund or replacement in the following circumstances:

  • ❌ The claim was made more than 24 hours after the order was delivered
  • ❌ The product was consumed and the complaint is based on personal taste preference rather than a genuine quality issue
  • ❌ The product was stored incorrectly after delivery and the quality was affected as a result
  • ❌ The order was delivered to the correct address and in the correct condition but was refused by the recipient without a valid reason
  • ❌ Incorrect delivery address was provided by the customer at the time of ordering

7. Order Cancellations

  • ✅ You may cancel your order before it has been dispatched for a full refund
  • ❌ Once your order has been dispatched and is out for delivery, it cannot be cancelled
  • 📞 To cancel an order, please contact us immediately via WhatsApp or phone so we can check the status of your order and process your cancellation request as quickly as possible

8. Damaged or Incorrect Orders

If you receive a damaged or incorrect order, please do not dispose of the product before contacting us. We may require photographic or video evidence of the issue in order to process your claim. Once we have reviewed your evidence and confirmed the issue, we will arrange a replacement or refund as quickly as possible.

9. Contact Us

If you have any questions about our Return and Refund Policy or would like to submit a claim, please contact us through any of the following channels and we will be happy to assist you:

At Balochi Foods, we stand behind every product we deliver. Your trust and satisfaction mean everything to us and we will always do our best to resolve any issue quickly, fairly, and with a smile. Thank you for choosing Balochi Foods.