Refund & Cancellation Policy

01Refund & Return Request Window

Refund or return requests must be raised within one (1) hour of delivery of your order. Requests received after this period will not be accepted or processed, regardless of the reason.

To raise a request, please contact us immediately at thebowbowkitchen@gmail.com with your order details, a description of the issue, and supporting photographs where applicable.

02Eligibility for Refund or Return

Bow Bow Kitchen generally does not accept returns or refunds. A request may be considered only if all of the following conditions are met:

• The request is raised within one (1) hour of delivery.
• The reason provided is genuine and verifiable — for example, a wrong product delivered, a product in damaged or compromised condition, or a significant quality concern attributable to our preparation or packaging.
• Supporting evidence (photographs, videos) is shared at the time of raising the request.
• The product has not been partially consumed, tampered with, or altered in any way.

Requests raised on the grounds of a change of mind, pet preference, or incorrect order placed by the customer will not be eligible for a refund or return. The final decision on whether a refund or return is approved rests solely with Bow Bow Kitchen, and our decision shall be final and binding in all cases.

03Modes of Refund

If a refund request is approved after evaluation, the refund will be processed through one of the following modes:

• Back to Source— The refund will be credited to the original payment method used at the time of placing the order (UPI, credit/debit card, net banking, etc.).
• Bank Account— The refund will be transferred directly to a bank account, for which we will collect the following details: Account Holder’s Name, Account Number, Bank Name, Branch Name, and IFSC Code.

All refund processes will be initiated only after the return item (if applicable) has been received and inspected at our facility in the mandated condition. Processing typically takes 10–15 business days from the date of approval.

04Refund Processing Timelines

Once a refund is approved, the following timelines apply:

• Back to Source (UPI / Card / Net Banking):10–15 business days from the date the refund is initiated.
• Bank Account Transfer:10–15 business days from the date the refund is initiated and bank details are verified.

Please note that timelines may vary depending on your bank or payment provider. Bow Bow Kitchen is not responsible for delays caused by third-party payment processors.

05GST & Taxes on Refunds

Taxes applicable to your order may vary depending on the delivery location and the value of the products ordered.

• If a return is approved: The GST amount charged on the returned products will be refunded. However, shipping and delivery charges are non-refundable.
• If an order is cancelled before dispatch: The full GST amount and shipping charges will be refunded.
• If an order is cancelled after dispatch: Shipping and delivery charges will be non-refundable.

06Calculation of Refund Amount

The refunded amount will be calculated as follows:

• The refund value will be equal to the amount paid for the approved product(s) at the time of purchase, after applicable discounts.
• In cases of partial returns (where only some items are returned), the refund amount will be limited to the value of the returned products only.
• Shipping and delivery charges are non-refundable under all circumstances, unless the cancellation is made before the order has been dispatched.
• In cases where the customer has self-arranged the return courier at their own cost, a reimbursement of up to ₹100 may be added to the refund amount upon submission of the original courier receipt. The management reserves the right to deny this reimbursement at its discretion.

07Order Cancellations

You may request to cancel your order within twenty-four (24) hours of placing it, provided the order has not yet been prepared or dispatched. Once an order has been prepared or is out for delivery, it cannot be cancelled.

To cancel an order, please write to us at thebowbowkitchen@gmail.comwith your order number and reason for cancellation. Approved cancellations will be refunded in full, including GST and shipping charges, within 10–15 business days.

08Non-Refundable Scenarios

The following situations will not be eligible for a refund or return, under any circumstances:

• The request is raised more than one (1) hour after delivery.
• The product has been partially or fully consumed.
• The reason for the request is a change of mind, pet’s preference, or an error in ordering made by the customer.
• The product condition at the time of return does not match the condition at the time of delivery.
• No supporting evidence is provided at the time of raising the request.

09Final Decision

All refund and return requests are subject to review and evaluation by the Bow Bow Kitchen team. We reserve the right to approve or reject any request based on our assessment of the facts presented. Our decision, once communicated, shall be final and binding and will not be subject to further dispute or escalation within the Company’s internal process. For escalated concerns, customers may approach the appropriate consumer forum or regulatory authority as per applicable law.

10Contact Us & Grievance Redressal

For any refund, return, or cancellation-related queries, or to raise a complaint, please reach out to our Grievance Officer. We will acknowledge your complaint within forty-eight (48) hours and endeavour to resolve it within thirty (30) days of receipt.