Tawaqqo Fresh to Home - Return and Exchange Policy
1. Policy Overview
At Tawaqqo Fresh to Home, we are committed to delivering the highest quality fresh meat, poultry, and seafood to our customers in Karachi. Due to the perishable nature of our products and food safety considerations, we have a strict policy regarding returns and exchanges.
2. Core Policy Principle: No Returns After Delivery
CRITICAL: Once delivery is completed and accepted, NO RETURNS, REFUNDS, OR EXCHANGES are permitted for fresh meat products.
This policy is strictly enforced due to:
Food Safety: Perishable goods cannot be resold or reintroduced into our supply chain
Quality Assurance: We cannot guarantee the storage conditions after delivery
3. Doorstep Inspection Requirement
3.1 Mandatory Inspection
Customers MUST inspect their order BEFORE accepting delivery and while our delivery personnel are present. Please check:
✅ Quantity: Count all items against your order receipt
✅ Product Type: Verify beef, mutton, chicken, veal, or fish as ordered
✅ Cuts: Confirm specialty cuts (Karahi, Biryani, Steak, etc.) match your order
✅ Quality: Check for freshness, color, and appearance
✅ Packaging: Ensure packages are sealed and intact
3.2 Inspection Time
Our delivery personnel will provide reasonable time (typically 3-5 minutes) for you to inspect your order. They are trained to assist with this process.
4. Immediate Issue Resolution
4.1 Issues Discovered During Delivery
If you notice ANY of the following during inspection:
Incorrect item(s)
Missing item(s)
Damaged packaging
Quality concerns
Incorrect cuts
YOU MUST:
Inform the delivery personnel IMMEDIATELY
DO NOT accept the delivery of problematic items
Request on-spot resolution
5. What Happens After Delivery Acceptance?
5.1 No Post-Delivery Returns
Once you accept delivery and our personnel leave:
ALL SALES ARE FINAL
No returns accepted
No refunds issued
No exchanges permitted
No credits provided
5.2 Why This Policy is Necessary
Quality Control: We cannot verify storage conditions after delivery
Customer Safety: Returned products could pose health risks if redistributed
Business Sustainability: Perishable inventory cannot be recovered
6. Exceptions and Special Circumstances
6.1 Delivery Errors (Our Mistake)
If WE make an error (wrong address, missed delivery):
We will redeliver at no additional charge
Or provide credit for future orders
Must be reported within 1 hour of scheduled delivery
6.2 Quality Assurance Guarantee
While returns aren't permitted, we guarantee:
Freshness of all products at time of delivery
Accurate weights (NET weight)
Proper tempurature maintenance until delivery
7. Refund Policy
7.1 When Refunds May Be Issued
Refunds are extremely limited and only considered for:
Duplicate payments (verified by our finance team)
Pre-paid orders that cannot be delivered due to our error
7.2 Refund Processing
If a refund is approved:
Processed within 7-14 business days
Issued to original payment method
Bank/card processing fees may apply
Refund amount excludes delivery charges for completed deliveries
8. Cancellation Policy
8.1 Order Cancellation
Orders may be cancelled:
Before processing: Full refund or cancellation
During processing: Case-by-case basis, partial refund possible
After dispatch: No cancellation, delivery must be refused
8.2 How to Cancel
To cancel an order:
Call 0333 2987295 immediately
Provide order number
Speak with customer service representative
Get cancellation confirmation
9. Bulk and B2B Orders
9.1 Special Terms
Bulk orders for events and B2B contracts have:
Separate, customized terms
Advance inspection requirements
Different cancellation policies
9.2 Business Clients
Restaurants, hotels, and corporate clients:
Must inspect upon delivery
Sign delivery acceptance
Quality complaints must be immediate
Contract terms supersede general policy
10. Customer Responsibilities
10.1 At Delivery
You agree to:
Be available at delivery time
Inspect order thoroughly
Report issues immediately
Accept or refuse delivery promptly
10.2 After Delivery
You are responsible for:
Proper storage (immediate refrigeration)
Safe handling and preparation
Following food safety guidelines
Consuming within recommended time
11. Quality Complaints After Delivery
11.1 Reporting Quality Issues
If you believe you received substandard quality:
Contact customer service within 2 hours
Provide photos and detailed description
11.2 Resolution Options
Depending on investigation:
Credit for future orders
Replacement on next order
Quality improvement feedback
No cash refunds
12. How to Report Issues
12.1 Contact Methods
Immediate Delivery Issues:
Tell delivery personnel on spot
Post-Delivery Concerns:
Phone: 0333 2987295 (9 AM - 9 PM)
WhatsApp: 0334 8210348
Email: hello@tawaqqo.com
12.2 Information to Provide
Order number
Delivery date/time
Specific issue details
Photos (if applicable)
Your contact information
13. Policy Updates
We may update this policy to:
Comply with new regulations
Improve customer experience
Reflect business changes
14. Acknowledgment
By placing an order with Tawaqqo, you acknowledge:
You have read this policy
You understand no returns after delivery
You agree to inspect at delivery
You accept these terms
Contact for Policy Questions:
Tawaqqo Fresh to Home
Customer Service: 0333 2987295
Email: support@tawaqqo.com
Hours: 9:00 AM - 9:00 PM, 7 days a week
Remember: Fresh meat is highly perishable. Your careful inspection at delivery ensures you receive the quality you expect. Once our delivery team leaves, we cannot accept returns for food safety reasons.
Tawaqqo - Committed to Quality, Bound by Safety Regulations