Refund & cancellation policy

Quick reference

Pantry products

Before dispatch

Pantry orders may be cancelled free of charge before they are packed for dispatch. Orders are generally packed on working days between 10:00am and 1:00pm. If your order has not yet been packed, we will issue a full refund.

After dispatch

Once a pantry order has been dispatched, it cannot be cancelled. However, we will review refund or replacement requests in the following cases:

• The item arrives damaged, leaking, or spoiled
• You received the wrong product
• An item is missing from the order
• The product is not fit for sale at the time of delivery

Please email support@henchu.life within 24 hours of delivery with your order number and clear photos of the issue.

Because food products are perishable, we do not accept returns or issue refunds for change of mind, taste preference, or delayed complaints made after the review window.

Home Kitchen meals

Same-day orders

Home Kitchen meals are prepared fresh in limited portions. Once preparation begins, same-day meal orders cannot be cancelled or refunded.

If you need to cancel a same-day meal order, please do so within 15 minutes of placing the order and only if preparation has not started.

Advance bookings

If you booked a meal or dining experience in advance, you may cancel up to 24 hours before the scheduled time for a full refund. Cancellations made within 24 hours are not refundable because ingredients and kitchen time are already committed to your booking.

Quality concerns

If your meal arrives in poor condition or there is a serious issue with the order, contact us on the same day. After review, we may offer a replacement or a full or partial refund depending on the situation.

Catering bookings

Catering orders involve ingredient procurement, prep planning, staffing, and production time. Because of this, last-minute cancellations are not refundable.

If a cancellation request is made well in advance of the event, we may review it on a case-by-case basis and decide whether any refund is possible.

Where possible, and subject to availability, we may allow you to move the booking to a new date instead of cancelling it.

Venue bookings

Venue booking cancellations and refunds are governed by the terms of the venue partner. Refund eligibility, cancellation charges, timelines, and rescheduling rules must be checked directly with the venue partner applicable to your booking.

If your booking includes Henchu services along with a venue, the Henchu portion of the order will be reviewed separately where applicable, but the venue-related portion will remain subject to the venue partner's policy.

How refunds are processed

Approved refunds are returned to the original payment method used at checkout through Razorpay. Normal refunds typically take several working days depending on the payment method and bank processing time.

Once a refund has been initiated, the final credit timeline depends on the bank or payment provider.

We do not issue cash refunds for online payments unless required by law.

How to request a cancellation or refund

1. Email support@henchu.life with your order or booking number
2. Describe the issue clearly
3. For damaged or incorrect items, include photographs
4. We will review your request and respond as quickly as possible

For urgent issues with fresh food delivery, contact us on the same day the order is received.

Non-refundable cases

• Change of mind after dispatch of pantry products
• Change of mind after fresh meal preparation has begun
• Last-minute catering cancellations
• Incorrect address provided by the customer
• Delivery failure because the customer was unavailable to receive the order
• Complaints raised long after delivery without supporting evidence