Returns & Refund Policy

Dewanza Homemade Foods

At Dewanza Homemade Foods, we are committed to delivering high-quality homemade frozen foods in Karachi. Due to the perishable nature of frozen products, we maintain a strict but fair returns policy to ensure food safety and customer satisfaction.

1. Order Issues & Damaged Items

If you receive a product that is damaged, leaking, incorrect, or not properly frozen at the time of delivery, please contact us within 2 hours of receiving your order. Kindly share clear pictures or a short video as proof so our team can review the issue quickly.

Once verified, we may offer:

• Replacement of the affected item, or

• Store credit, or

• Refund (if applicable)

2. No Returns on Change of Mind

Because our products are frozen and perishable, we do not accept returns due to:

• Change of mind

• Taste preference

• Incorrect storage after delivery

• Delay in reporting the issue

We ensure all items leave our facility in proper frozen condition and hygienic packaging.

3. Storage Responsibility

After delivery, it is the customer’s responsibility to immediately store products in a freezer at the recommended temperature. Dewanza is not responsible for damage caused by improper storage or thawing after successful delivery.

4. Refund Process

Approved refunds (if applicable) will be processed within 3–5 working days via the original payment method or as store credit.

5. Order Cancellation

Orders can only be cancelled before dispatch. Once the order is out for delivery, cancellation is not possible due to frozen handling requirements.