This policy applies to direct orders placed through norikitchen.in. Orders placed through Zomato, Swiggy or another platform are also subject to that platform's rules.

When a Refund May Be Considered

• A prepaid order is cancelled by Nori Kitchen.

• The complete order is not delivered, a paid item is missing, or an incorrect item is delivered.

• The order is materially damaged, leaked or spilled at delivery.

• A duplicate payment is deducted.

• Food is clearly unsafe or unfit for consumption, subject to reasonable verification.

When a Refund May Not Be Available

• The customer changes their mind after preparation starts or selects the wrong item.

• The address or mobile number is incorrect, the customer is unavailable, or delivery is refused without a valid reason.

• The complaint relates only to personal taste, spice preference or an instruction that the kitchen did not confirm.

• The food has been substantially consumed before the complaint or reasonable evidence is not provided.

How to Report a Problem

•  Report missing, incorrect, damaged or quality-related items within 2 hours of delivery. Send the order number, registered mobile number, affected item name, a short explanation and clear photographs or video to customer support.

• Depending on the case, Nori Kitchen may offer replacement, partial refund, full refund or another reasonable resolution.

• Approved refunds are initiated to the original payment method and may take approximately 5-10 working days, depending on the bank or payment provider.

• Submitting a complaint or evidence does not automatically guarantee a refund; each request is reviewed fairly.