Refund Policy

We take pride in delivering high-quality, fresh products to our customers. However, if you're not satisfied with the quality of any item, we are here to help. Here's how our refund process works:

1. Timing for Refund Requests:

   • In summer: If you are unhappy with the quality of a product, please notify us within 1 hour of receiving the delivery.
   • In winter: You have up to 2 hours to report any issues.

   To initiate the refund, simply leave us a message on WhatsApp at 0327-9802087 or 0300-3196014 with details of the issue, including a picture of the product in question. The picture is necessary to verify the condition of the item and process the refund smoothly.

2. Frozen Items and Chicken:

   • For chicken and frozen items, the refund policy applies only until the moment of delivery. Once you accept the order and pay the rider, no refund will be available for these items.
   • Taste-based refunds: Unfortunately, we cannot offer refunds for taste preferences. This applies to items like pickles and chutneys, as individual tastes may vary. Our products are made with high-quality ingredients, but personal preferences regarding flavor are subjective.

3. Refund Method:

   • Once your refund request is accepted, the refund amount will either be transferred to your bank account or adjusted in your next bill. We ensure that your concerns are addressed swiftly and fairly.

4. Quality Guarantee:

   • We guarantee the highest quality of fresh produce, handpicked for each order. However, since all our products are perishable and we do not use any preservatives, we cannot accept refund requests made after the specified time (1 hour in summer, 2 hours in winter).

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Exchange Policy:

Due to the perishable nature of our products, we do not offer exchanges. We understand that certain items may vary slightly in size or appearance due to natural factors, but we guarantee that the quality will always meet your expectations. Please make sure to check your items carefully at the time of delivery.

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Return Policy for Undelivered Orders:

Ensuring that you receive your order on time is our priority, but we also rely on accurate information from our customers to make that happen. Here’s what happens if an order is returned undelivered:

1. Incorrect or Incomplete Address:

   • If an order cannot be delivered due to an incorrect or incomplete address provided at the time of order placement, we will not be able to entertain future orders from that customer. It is the customer’s responsibility to ensure that accurate shipping details are entered during the checkout process.

2. Unresponsive Customer:

   • If we are unable to reach the customer on the delivery day through phone or WhatsApp and the order remains undelivered, the order will be returned, and future orders from the same customer will not be entertained. We urge our customers to stay available for contact on the delivery day to ensure smooth delivery.

3. Delivery Responsibility:

   • Please make sure that you are available to receive the order at the specified time and address. We strive to ensure prompt deliveries, and your cooperation will help us maintain a high level of service.

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Cancellation Policy:

We understand that plans can change, but due to the nature of our business, we do not allow cancellations or delivery date changes on the actual delivery day. Here’s why:

1. Perishable Products:

   • Our products are fresh and perishable, and many items are sourced specifically for each order. Cancelling or rescheduling on the delivery day disrupts the freshness and quality of the products, which is why we have a strict no cancellation policy on the day of delivery.

2. Impact of Late Cancellations:

   • If you wish to cancel or change the delivery date, you must do so before the delivery day. Any cancellation requests made on the delivery day will result in the order being charged in full, and we will not accept future orders from the same customer.

3. Commitment to Freshness:

   • Every order is carefully packed and dispatched to ensure maximum freshness. We recommend reviewing your order details carefully at the time of placement to avoid any need for changes later. This helps us ensure you receive the best quality products at the right time.

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Our Promise:

We are committed to offering the best possible experience to all our customers. Here are some key things we promise:

1. Fresh, Handpicked Produce:

   • All our fruits, vegetables, and other perishables are handpicked to ensure freshness. We work with trusted suppliers to bring you high-quality items every time.

2. Timely Deliveries:

   • We understand the importance of timely deliveries. Our team strives to deliver your orders on time, ensuring that your fresh products reach you at their peak.

3. Customer Satisfaction:

   • Your satisfaction is important to us. If you encounter any issues with your order, please contact us immediately, and we will do our best to resolve it.

4. Fair Policies:

   • Our refund, return, and cancellation policies are designed to be fair and transparent. We value your trust and aim to address any concerns you may have in a timely manner.

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Contact Us:

For any questions, concerns, or to initiate a refund request, please feel free to reach out to us via:

• WhatsApp: 0327-9802087 or 0300-3196014
• Email: [ orders@naya.city]

We are here to assist you with any inquiries and ensure that your experience with us is smooth and satisfactory.