Cancelling an order

Before dispatch: cancel free of charge. Contact us with your order number, or tell us when we call to confirm.
After dispatch: you can refuse the delivery at the door. As it is cash on delivery, nothing is owed for a refused order.
We may cancel an order we can't fulfil (for example out of stock or not serviceable). If that happens we'll tell you, and nothing is owed.

Damaged, thawed or wrong items

Frozen food must reach you frozen. If any pack is damaged, open, leaking, thawed or shows signs of temperature abuse, or you received the wrong item:

Refuse that pack at the door, or
tell us within 24 hours of delivery with your order number and a photo of the pack and its label (contact form or accounts@sumeza.com).

We'll replace it on the next available slot or refund it — your choice. You don't need to return a damaged frozen pack unless we ask.

Quality concerns

If something doesn't taste or look right, keep the pack and tell us with the batch code (printed near the QR). We investigate every batch complaint and will replace or refund where the product was not as it should be.

What we can't take back

Because frozen food is perishable and we can't resell it, we can't accept returns of packs delivered in good condition, or packs that were thawed, stored or cooked other than as the pack says after delivery. This doesn't affect your rights under consumer law.

How refunds are paid

Cash-on-delivery orders: refunded by UPI or bank transfer to an account you give us. We'll ask for the details on a call or by email — never through a link from anyone else.
Online payments (when available): refunded to the original payment method.
We pay approved refunds within 7 working days of approving them.

Not happy with the outcome?

Write to our Grievance Officer. We acknowledge within 48 hours and resolve within one month.