Return & Refund Policy

Eggs are a perishable food product and this policy is specifically written for that reality. Our goal is simple: if the eggs we deliver are not up to standard, we make it right — quickly, without argument, without paperwork you don’t have. Please read the specific rules below because they determine how fast we can replace or refund your order.

1. What we cover

You are entitled to a replacement or refund in these cases:

• Broken eggs on arrival — visible cracks, leakage, or shattered shells when you receive the carton.
• Spoiled or off eggs within the best-before date (14 days from pack date, when stored refrigerated at below 5°C).
• Wrong item delivered — you received a product different from what you ordered.
• Short quantity — fewer eggs delivered than the order confirmed.
• Late delivery causing spoilage — if a delivery arrives more than 4 hours past the confirmed window and the eggs are visibly warm or damaged as a result.

2. What we do NOT cover

• Change of mind — perishable goods are exempt from the general 14-day distance-selling return window under Pakistani consumer law.
• Eggs stored improperly — if the carton was left at ambient temperature for extended periods after delivery, we cannot guarantee freshness and cannot honour a spoilage claim.
• Eggs beyond the best-before date — please check the pack date printed on your carton and use within 14 days.
• Cooking / recipe failures — an egg that fried differently than expected is not a defect claim.

3. How to report an issue

For broken or wrong-item issues (report within 2 hours of delivery)

Message us on WhatsApp at +92 330 0125166 with:

1. Your order number
2. A photo of the affected eggs and carton (with pack date visible)
3. A short description of the issue

We will confirm within 4 working hours and arrange a replacement or refund per Section 4.

For spoilage or off-smell within the best-before window

Same channel, same info, plus:

1. The pack date on the carton
2. How you stored the eggs (fridge temperature setting if known)

4. Replacement or refund — how it works

• Preferred outcome: replacement at your next delivery, or same-day if we have a driver in your area.
• Refund is available if you prefer or if replacement is not feasible. Refunds are processed via bank transfer to the account you specify, within 5 business days of us confirming the claim.
• Store credit is an option if you order regularly — we can apply the amount to your next order instead of processing a refund.

5. Subscription customers

If you are on a subscription plan:

• You can pause or skip any upcoming delivery with 24 hours’ notice by messaging WhatsApp.
• You can cancel your subscription any time. There is no cancellation fee. Any unused pre-paid balance will be refunded.
• If we cannot deliver on a scheduled subscription date (e.g. our delivery zone is temporarily suspended), we will re-schedule at no extra cost or refund the affected delivery.

6. Retail outlet (B2B) customers

Retail outlets and other B2B customers should refer to the separate supply agreement signed at onboarding. Return conditions for wholesale-quantity supply may differ from the direct-to-consumer terms above; where not addressed in the supply agreement, this policy applies.

7. Escalation and complaints

If we do not resolve your complaint to your satisfaction within 5 business days, you may escalate to:

• Islamabad Consumer Protection Council under the Islamabad Consumer Protection Act 1995, for consumer disputes.
• Islamabad Food Authority for food safety concerns.
• The courts of Islamabad for any civil claim.

Nothing in this policy limits your statutory rights as a consumer under Pakistani law.

8. Our quality guarantee

We stand behind every egg we deliver. If for any reason you are not satisfied — even outside the specific scenarios listed above — message us. We would rather lose the cost of a carton than lose your trust.