Refund policy

We want to make your shopping experience as smooth as possible. This Cancellation & Refund Policy governs the terms and conditions under which you may cancel orders, request returns, and receive refunds.

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### 1. Order Cancellation

#### A. Cancellations by the Customer
* **Before Fulfillment Commences:** You may cancel your order free of charge at any time before preparation or packaging begins at the merchant location or store.
* **After Fulfillment Commences:** Once a partner merchant accepts the order, starts packing, or assigns a delivery agent, the order cannot be cancelled. In these cases, no refunds will be issued for pre-paid orders, and Cash on Delivery privileges may be restricted for future purchases.

#### B. Cancellations by the Platform
We reserve the right to cancel an order under circumstances such as:
* The ordered product is out of stock or unavailable.
* The delivery address is outside our service zones or invalid.
* Delivery cannot be completed due to severe weather, traffic restrictions, or other unexpected events.
* You are unreachable at the time of delivery.
* *Note: If we cancel a pre-paid order, a full refund will be issued to your account immediately.*

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### 2. Returns Policy
Returns are accepted only for eligible products that are delivered in the following conditions:
* Damaged, spoiled, or defective.
* Expired.
* Incorrect items (mismatched size, weight, or product).
* Missing items from the package.

#### Return Timeframes:
* **Perishable Items (Fresh Produce, Dairy, Frozen Goods):** Must be reported within **3 hours** of delivery.
* **Non-Perishable Packaged Goods & Household Items:** Must be reported within **24 hours** of delivery.

*To request a return, you must submit a ticket through the platform's support center with a description and clear photographic evidence of the issue.*

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### 3. Refunds Policy

* **Evaluation:** Once we receive your return/refund request, our support team will inspect the details and notify you of the approval or rejection of your claim within 24 hours.
* **Refund Method:** Approved refunds will be processed via:
* Your platform wallet balance (instant credit).
* The original online payment source (credit/debit card, UPI, netbanking).
* **Processing Timelines:** Refunds sent back to the original bank account or card typically take **5 to 7 business days** to reflect in your balance, depending on your bank's processing cycles.
* **COD Refunds:** If the order was paid via Cash on Delivery, refunds will be credited to your platform wallet or a verified bank account/UPI ID provided during the claim process.