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Return & Refund Policy

Last updated: September 2026

This policy explains how cancellations, replacements, and refunds work for orders placed through Hero Food.

1. Food & Grocery Orders

Because most products are perishable, we generally do not accept returns after delivery. However, we will help if:

• You received the wrong items.
• Items are missing from the order.
• There is a clear quality issue reported promptly with order details/photos when requested.

2. How to Request Help

• Contact support as soon as possible after delivery (preferably within a short time of receiving the order).
• Provide order number, issue description, and photos if applicable.
• Email: support@hero-food.com
• Also see our Support Policy.

3. Cancellations

• You may cancel before the restaurant/store starts preparing the order, subject to status and partner rules.
• After preparation or pickup starts, cancellation may not be possible or may be partial.

4. Refunds

• Approved refunds are issued to the original payment method when possible, or as store credit/wallet where applicable.
• Cash-on-delivery issues are handled case-by-case by support.
• Refund timing depends on banks/payment providers.

5. Non-refundable Cases

• Change of mind after successful delivery.
• Incorrect address/phone provided by the customer.
• Taste preference alone (unless quality is objectively defective).

6. Contact

Email: support@hero-food.com
Website: https://hero-food.com