We want every order to make your day. If something isn't right, here is how cancellations, replacements and refunds work for food orders and for gifts and hampers.
1. Cancelling a food order
Our food is made fresh for each order, so the time to cancel is short:
- You can cancel while your order is still in the Received stage, before our kitchen starts preparing it. Open the order in the app and choose Cancel, or contact us right away.
- Once the order is being prepared or is out for delivery, it can no longer be cancelled or refunded, except as described in section 3.
2. Cancelling a gift or hamper order
- You can cancel a gift or hamper order any time before it is dispatched, for a full refund.
- Personalised or build-your-own boxes can be cancelled only before we start packing them.
- Once an order has been dispatched it cannot be cancelled.
3. Wrong, missing, damaged or poor-quality items
If an item is missing, wrong, damaged, spilled or not up to our standard, we will make it right with a replacement, a refund for the affected items, or Soulful Points, whichever suits the situation best. Please:
- Report food orders within 2 hours of delivery, and gift orders within 48 hours of delivery.
- Share your order details and clear photos (for parcels, an unboxing photo or video helps) through the app or our support contacts.
Because they are food, delivered items cannot be returned. Gifts and hampers can be returned only if they arrive damaged, wrong or expired; we will arrange the pick-up or tell you how to send them back.
Refunds are not given for change of mind, taste preference, a wrong address or contact number entered at checkout, or when nobody is available to receive the order.
4. If we cancel your order
If we have to cancel an order (for example, an item is unavailable, your address is outside our delivery area, or the kitchen is closed), you receive a full refund of the amount paid.
5. How refunds are paid
- Approved refunds go back to the original payment method (card, UPI, net banking or wallet).
- They are processed within 5–7 working days of approval. Your bank may take a few more days to show the amount.
- Refunds to the in-app wallet, or as Soulful Points, are usually instant.
- Soulful Points used on a cancelled or refunded order are returned to your account, and points earned on it are reversed.
- If a payment was charged twice or charged for a failed order, the extra amount is refunded automatically, usually within 5–7 working days. If not, contact us with the payment reference.
6. Need help?
- Business
- Soulful Streets
- Business type
- Proprietorship
- Address
- Flat No. 062, Tower R, DLF The Ultima, Sector 81, Gurugram (Gurgaon), Haryana 122012, India
- Phone
- +91 98789 56626
- +91 98789 56626
- Support hours
- Monday to Sunday, 9:00 AM to 10:00 PM IST
- GSTIN
- 03BVKPA4068E1ZZ
- Website
- soulfulstreets.com