Policy

Refunds & cancellations.

Last updated 2 November 2026

Cancelling an order

• Not paid yet: cancel it yourself from the order, at any time until the shop accepts it. Nothing is charged.
• Paid online: open the order and tap Get help with this order. If the shop hasn’t started on it, we cancel it and refund the full amount.
• Cash on delivery: ask through Get help with this order before the shop sends it out.

We may cancel an order we can’t fulfil (for example, if an item has sold out). If you paid online, the full amount is refunded.

gills Club points

• gills Club balance you used on an order comes back to you if the order is cancelled.
• A refund takes back what the order earned in gills Club, in proportion to the amount refunded.

When you can ask for a refund

If something is wrong with an order paid online (missing items, the wrong cut, poor quality, or an order that never arrived), raise it on the order within 7 days of placing it. Photos help. The gills team looks into it with the shop and refunds all or part of what you paid. Meat is perishable, so we can’t take items back.

How refunds are paid

Refunds go back to the way you paid (UPI, card or bank account) through the same payment gateway, Cashfree or PayU. Banks usually show them in 5–7 working days. You can follow the refund’s status on the order. Orders paid in cash are settled with you directly.

Payments that arrive late

If a payment reaches us for an order that was already cancelled or already paid, it is refunded automatically, in full.

Questions

Write to [email protected] with your order number.