1. Overview

At 10 Minutes India, we want every order to be perfect. This Return Policy outlines how we handle returns for food, groceries, and other items delivered through our hyperlocal delivery platform.

2. No Physical Returns for Food & Perishables

For hygiene, food safety, and quality reasons, we DO NOT accept physical returns for:

• Prepared food from restaurants
• Fresh fruits and vegetables
• Dairy products (milk, curd, paneer, cheese, etc.)
• Fresh meat, poultry, and seafood
• Bakery and bread items
• Frozen foods
• Ice cream and desserts
• Any opened or partially consumed items

If you receive a defective or wrong perishable item, do not return it. Report the issue through our app within 15 minutes of delivery with supporting photos, and we will process a refund or arrange re-delivery.

3. Items Eligible for Refund/Credit (Without Physical Return)

The following scenarios qualify for refund or credit without requiring item return:

• Wrong Item Delivered: Different item than ordered
• Missing Items: Items shown in order but not delivered
• Quality Issues: Spoiled, stale, rotten, or expired products
• Damaged Packaging: Opened seals, spilled contents, crushed items
• Food Not as Described: Restaurant food significantly different from menu description
• Portion Size Issues: Significantly less than advertised quantity

4. Non-Returnable Items

The following items CANNOT be returned or refunded once delivered:

• Any opened, consumed, or used products
• Items with broken seals (personal care, medicine)
• Products damaged by customer after delivery
• Items reported after the reporting window (15 minutes for perishables)
• Change of mind purchases for perishable items
• Promotional/free items
• Items where customer provided wrong specifications

5. Reporting Time Limits

Item Category	Report Within
Fresh Food (restaurant orders)	15 minutes of delivery
Fresh Produce & Dairy	15 minutes of delivery
Fresh Meat & Seafood	15 minutes of delivery
Packaged Food & Groceries	24 hours of delivery
Household & Personal Care	48 hours of delivery
Other Items	48 hours of delivery

6. How to Report an Issue

1. Open the 10 Minutes India app
2. Go to "My Orders" and select the relevant order
3. Tap "Help" or "Report Issue"
4. Select the specific item(s) affected
5. Choose the issue type (wrong item, damaged, quality, missing, etc.)
6. Upload clear photos of the issue
7. Add additional comments if needed
8. Submit your request

Note: Clear photos are REQUIRED for return/refund claims to be processed.

7. Resolution Options

Based on the issue reported, we offer:

• Instant Refund: To original payment method or app wallet
• Store Credit: Credit added to your 10 Minutes wallet (instant)
• Re-Delivery: Free re-delivery of correct/replacement item
• Partial Refund: For partial issues (missing items, wrong quantity)

8. Packaged/Non-Perishable Item Returns

For sealed, non-perishable packaged items only:

• Returns accepted within 48 hours if unopened and in original condition
• Item must be unused with all tags and seals intact
• Returns are subject to pickup availability
• Refund processed after pickup and quality verification

9. Refund Processing

• 10 Minutes Wallet: Instant (recommended)
• UPI: 1-3 business days
• Credit/Debit Card: 5-7 business days
• Net Banking: 5-10 business days
• Cash on Delivery: Refund to wallet or bank transfer

10. Abuse Prevention

We reserve the right to:

• Deny return/refund requests with insufficient evidence
• Restrict accounts with excessive or suspicious claims
• Permanently ban accounts engaged in fraudulent activities

11. Contact Us

For return-related queries: