Customer Return & Refund Policy

1. Customer Return & Refund Policy

1.1 Return Eligibility

Customers can request a return or replacement in the following scenarios:

• Wrong item delivered
• Item missing from the order
• Expired product delivered
• Damaged or defective product (e.g., leaking packaging, spoiled goods)
• Poor quality of perishable items (e.g., fruits, vegetables, dairy)

Note: Products like milk, bread, frozen items, and fresh produce may only be returned at the time of delivery.

1.2 Return Window

• Perishable Items: Must be reported at the time of delivery.
• Non-Perishable Items: Can be returned within 1 day of delivery.
• No returns will be accepted beyond the specified window.

1.3 Return Process

1. Go to My Orders → Select the order → Click on “Report Issue”
2. Choose the item(s) and reason for return.
3. Upload photos if applicable (e.g., damaged product).
4. Our customer service team will review the request and arrange for refund or replacement.

1.4 Refund Modes

• Refunds will be processed to:
  • Original payment method (card, wallet, UPI)
  • App wallet (for quicker reuse)
• Refund processing time:
  • App Wallet: Instant to 24 hours
  • Bank/Card: 3–7 business days (depending on the bank)

1.5 Items Not Eligible for Return

• Items consumed or used
• Products damaged due to customer mishandling
• Fresh items not reported at the time of delivery

🛍 2. Vendor Return & Refund Responsibility

2.1 Quality Assurance

• Vendors must ensure that all items are fresh, non-expired, and properly packed.
• Vendors are responsible for accepting returns of defective or expired goods and issuing credit to the platform.

2.2 Vendor Liability

• In the case of legitimate returns, the vendor bears the cost of the returned item unless proven that damage was due to delivery mishandling.

2.3 Reimbursement and Penalties

• Repeated quality issues can result in penalties, delisting of products, or suspension from the platform.

🚚 3. Delivery Agent Guidelines for Returns

3.1 Return During Delivery

• If a customer rejects an item at the time of delivery:
  • The agent must mark the item as “Returned by Customer” in the app.
  • The item must be returned to the designated hub or warehouse.

3.2 Improper Handling

• If damage to the item is due to the delivery agent’s negligence (e.g., crushing a bag of chips), the agent may be held accountable as per platform policy.