1. Overview

At 10 Minutes India, we understand that sometimes things don't go as planned. This Replacement Policy explains how we handle replacements for wrong, damaged, or missing items in your food and grocery orders.

2. Replacement Eligibility

You may be eligible for replacement in the following scenarios:

2.1 Wrong Item Delivered

• You received a different product than what you ordered
• The brand or variant is different from your selection
• Size or pack quantity is incorrect

2.2 Damaged Items

• Product packaging is damaged, torn, or opened
• Contents are spilled, crushed, or leaked
• Visible physical damage to the product

2.3 Quality Issues

• Fresh produce that is spoiled, rotten, or stale
• Food items past expiry date
• Restaurant food significantly different from description
• Cold items delivered warm or frozen items thawed

2.4 Missing Items

• Items listed in order but not delivered
• Incomplete quantity (e.g., 4 instead of 6)
• Missing accessories or components

3. Items NOT Eligible for Replacement

• Items reported after the time limit window
• Products that have been opened, used, or partially consumed
• Change of mind purchases (you no longer want the item)
• Items without proper photo evidence of issue
• Issues caused by improper storage after delivery
• Taste preferences (unless item is objectively spoiled/bad)

4. Reporting Time Window

Item Type	Report Within
Restaurant Food Orders	15 minutes of delivery
Fresh Produce (Fruits, Vegetables)	15 minutes of delivery
Dairy Products	15 minutes of delivery
Fresh Meat & Seafood	15 minutes of delivery
Packaged Foods	24 hours of delivery
Household Items	48 hours of delivery

5. How to Request Replacement

1. Open the 10 Minutes India app immediately upon noticing the issue
2. Go to "My Orders" and select the affected order
3. Tap "Help" or "Report Issue"
4. Select the specific item(s) with the problem
5. Choose "Request Replacement" or "Wrong/Damaged Item"
6. Upload clear photos showing the issue
7. Add any additional comments
8. Submit your request

6. Photo Evidence Guidelines

For faster processing, please provide clear photos showing:

• The item(s) received with visible issue
• Packaging with labels/expiry dates visible (if applicable)
• Comparison with order details (if wrong item)
• Quality issue clearly visible (spoilage, damage, etc.)

7. Replacement Process

7.1 For Instant Re-Delivery (Where Available)

• Once your claim is verified, replacement is dispatched immediately
• Expected delivery: 10-30 minutes
• No additional charges for replacement delivery
• Available for items in stock

7.2 For Refund (When Replacement Not Possible)

• If replacement item is out of stock
• If restaurant has closed
• If you prefer refund over replacement
• Refund credited to wallet or original payment method

8. What Happens to Defective Items

You do NOT need to return defective food or perishable items. For hygiene and safety reasons:

• Do not attempt to return food items
• You may dispose of inedible/spoiled items
• Photo evidence is sufficient for claim processing
• Some non-perishable items may require return (we'll arrange pickup)

9. Substitutions During Order

If an item in your order is out of stock:

• We may offer a similar substitute product
• You can accept or reject substitutes in app settings
• Substitutes are of equal or higher value at same price
• You can request refund for any substituted item after delivery

10. Partial Order Issues

If only some items in your order have issues:

• Report only the affected items
• Replacement or refund applies only to those items
• Remaining order charges stand as is

11. Abuse Prevention

To maintain service quality for all users:

• Excessive replacement claims may trigger review
• False claims may result in account restrictions
• We reserve the right to deny claims without proper evidence

12. Contact Us

For replacement-related queries: