📦 Return Policy

This policy explains when you may return or exchange items ordered through EatForSure. Our Platform offers food orders, FMCG/grocery (product) orders, and pick-and-drop services. Return and exchange rules differ by type of order.

1. Food Orders

Food and beverages are consumable items and cannot be returned or exchanged after delivery. If you received wrong items, missing items, or food that is unfit for consumption (e.g. spoiled, contaminated), please report to us promptly. We may offer a refund or replacement as per our Refund & Cancellation Policy; no physical return of food is required.

2. FMCG / Grocery (Product) Orders

Returns or exchanges for products are considered only within 3 hours of delivery and subject to the conditions below.

Eligibility for return or exchange

• The product must be unused, unopened and in the same condition as received, in original packaging where applicable.
• For defective or damaged products, or products not as described, report to us within 3 hours of delivery (with details and photos if possible). We may offer refund or replacement after verification; in some cases we may ask you to return the item for inspection.
• Returns or exchanges for change of mind will not be accepted.

Exemptions (no return or exchange)

• Perishable products (e.g. fresh produce, dairy, items with short shelf life) — no return or exchange unless defective, damaged or not as described.
• Opened or used products (unless defective/damaged).
• Products that are sealed for hygiene and have been unsealed (e.g. certain packaged foods, personal care) — no return for change of mind.

Certain categories may be marked as non-returnable at the time of purchase; such terms will apply.

3. Pick-and-Drop Orders

Items sent or received through pick-and-drop are generally not returnable once the service is completed. If the item was lost, damaged in transit, or not as described, report to us with order details. We will assess and may offer a refund or resolution as per our Refund & Cancellation Policy.

4. Return/Exchange Process

To request a return or exchange:

1. Contact us within the applicable time window with your order ID, product details, and reason (e.g. defective, damaged, wrong item).
2. Where we require the item back, we will inform you (e.g. pickup or drop-off). Once the returned item is received and inspected, we will notify you of the outcome.
3. If approved, refund or replacement will be processed as per our Refund & Cancellation Policy. Refunds will not include the platform fee.