Cancellation, returns & refunds

Please review your order carefully before placing it. We operate a strict no-return, no-refund and no-exchange policy — this is fresh food, made to order, and a delivered item cannot go back into stock.

The exception is a damaged or incorrect item. If that happens we will replace it, and the section below is exactly how to get that done.

If you receive a damaged or incorrect item, we are here to make it right. To help us address it quickly, please follow these three steps.

1. Record an unboxing video. We require a clear unboxing video to process any exchange for a damaged or incorrect item. Begin recording before you open the package, and inspect the product thoroughly while filming. Any visible defect or damage must be clearly shown in the video.

2. Contact us immediately. Email care@thepaanlegacy.com or call +91 80804 26039 with the video attached, within 48 hours of delivery. Only items with an issue documented in the unboxing video are eligible for an exchange.

3. We replace it. Where the damage or error is valid, we replace the item immediately on receipt of the video. You do not need to post anything back to us unless we specifically ask you to.

We know the video requirement is a hurdle. It exists because a sealed food parcel can be damaged anywhere along a courier route, and the video is the only thing that tells us — and the courier — where it went wrong. It is also what lets us replace an item the same day instead of opening an investigation.

A fresh order can be cancelled for a full refund for about two minutes after you place it — whether or not the kitchen has accepted it yet. After that it is being folded to order and cannot be cancelled.

A sealed order can be cancelled for a full refund at any time before it is dispatched. Once it has a tracking number it is with the courier, and the damaged-or-incorrect process above applies instead.

To cancel, contact us on care@thepaanlegacy.com or +91 80804 26039 with your order code.

If we cannot fulfil an order — an item is out of stock, or we cannot reach your pincode in time — we cancel it and refund it in full ourselves, without you having to ask.

Where a refund is due, it goes back to the original payment method — the same UPI ID, card or wallet you paid from. We cannot redirect a refund to a different account; that is a rule set by the payment networks, not by us.

We initiate the refund within 24 hours of agreeing it. Your bank then takes 5–7 working days to post it, and UPI is usually faster. If it has not appeared after 7 working days, write to us with your order code and we will send you the payment gateway's refund reference to give your bank.

Where loyalty points were used on an order, those points are returned to your balance rather than paid out in money.

In the rare case where we do ask you to send something back, you are responsible for the return shipping cost — except where the return is due to our error, in which case we cover it.

care@thepaanlegacy.com · +91 80804 26039 · 10:00 – 19:00 IST, Monday to Saturday

Punyakriya Industries Private Limited
Shop No. 4, Building No. 2, Tilak Nagar, Shramik CHS, Mumbai, MH, 400089, India
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