Refund and Cancellation Policy

1. Timelines at a glance

"Initiated" means we have instructed our payment gateway to return the money. The time it then takes to appear in your account is set by your bank.

2. Cancelling an order

• You may cancel an order free of charge at any time before the partner store confirms it. If you had already paid, the full amount, including any delivery or service charge, is refunded.
• Once the store has confirmed, cancellation may not be possible, because perishable goods are picked and packed for you individually. Contact us as soon as possible and we will do what we reasonably can. We will tell you our decision within 48 hours.
• If we or the store cancel an order because delivery failed for a reason within your control, for example nobody was available, access was refused, or the address was wrong or incomplete, we refund the value of the goods. Charges already incurred may be retained, and we will tell you the exact amount.

3. If the store cannot fulfil your order

Where you pay online, the amount is collected at checkout, before the partner store confirms your order. If the store then declines the order, or cannot fulfil it in whole or in part, you are refunded in full for whatever is not supplied, including any delivery or service charge on a wholly cancelled order.

If only part of your order is unavailable, the store may propose a substitute. A substitution is made only with your agreement. If you decline it, the affected items are refunded.

Refunds under this section are initiated within 24 hours of the order being declined or amended, without you needing to ask.

4. Returns and what is refundable

Groceries and perishable goods cannot be returned once delivered, because we cannot verify how they have been stored. This does not affect your rights where something is wrong with the order.

You are entitled to a replacement or a refund of the affected items where the goods are:

• damaged, leaking or spoiled on arrival;
• past their expiry or best-before date;
• not the item you ordered;
• short in quantity, count or weight against what you paid for; or
• otherwise not as described on the platform.

Report any of these within 24 hours of delivery. Where your complaint is substantiated, you choose a replacement or a refund of the affected items.

Nothing in this policy limits your rights under the Consumer Protection Act, 2019.

5. How to raise a request

Contact us by email or phone using the details in section 9, within 24 hours of delivery, and include:

• your order reference;
• which items are affected, and what is wrong with them; and
• photographs of the item and its packaging where possible, as these let us resolve the matter faster.

We acknowledge every request within 24 hours. We tell you our decision within 48 hours of receiving the information above. If we need something more from you, we will ask within that time.

6. How refunds are paid

• Online payments. Refunds are made to the original payment method through Razorpay, our payment gateway partner. We initiate the refund within 24 hours of approving it, and it typically reaches your account within 5 to 7 working days, depending on your bank. You do not need to share any bank or card details with us to receive it.
• Cash on Delivery. Because there is no online payment to reverse, we settle a refund in the manner agreed with you, by UPI transfer to an account you nominate, or in cash. We do this within 3 working days of agreeing the method with you.

We do not charge you any fee for processing a refund. Refunds are never made to an account other than the one that paid, unless you asked for a Cash on Delivery refund by transfer.

7. Failed and duplicate payments

If an online payment fails, or an amount is debited but your order was not placed, the amount is normally reversed automatically by the gateway or your bank within 5 to 7 working days. You do not need to do anything.

If the money has not returned after 7 working days, contact us with your order reference, the amount, and the date and time of the payment. We will trace it with the gateway and keep you updated until it is resolved.

8. What we do not refund

• Perishable or grocery items that are as described, in date and undamaged, where you have simply changed your mind after delivery.
• Items reported to us more than 24 hours after delivery, where the condition of perishable goods can no longer be verified.
• Charges already incurred where a delivery failed for a reason within your control, as set out in section 2.
• Orders where we reasonably establish fraud, repeated refusal of delivery without cause, or other misuse under the acceptable use clause of our Terms of Service.

9. Escalation and contact

If you are not satisfied with how a refund or cancellation was handled, escalate it to us using the details below and we will review it again.

We acknowledge complaints within 24 hours and aim to resolve them within 15 days of receipt, as required by the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.