We want every groceree order to be perfect. If something goes wrong, we'll make it right. This policy explains when and how refunds are issued.
1. Overview
groceree facilitates grocery orders between customers and local store owners. Since perishable food items are involved, our refund policy is designed to be fair to both customers and stores while ensuring your satisfaction.
All refund requests must be raised within 24 hours of delivery through the groceree app or by contacting our support team.
2. Eligible Refund Cases
You are entitled to a full or partial refund in the following cases:
- Wrong items delivered — You received products different from what you ordered
- Missing items — One or more ordered items were not included in your delivery
- Damaged or spoiled products — Items arrived visibly damaged, expired, or unfit for consumption
- Order not delivered — Your order was marked delivered but you did not receive it
- Store cancelled your order — The store was unable to fulfil your confirmed order
- Duplicate payment — You were charged more than once for the same order
3. Non-eligible Cases
Refunds will not be processed in the following situations:
- Change of mind after order is confirmed and packed
- Products with subjective quality differences (e.g. size of tomatoes) that are within normal range
- Incorrect delivery address provided by the customer
- Refund request raised after 24 hours of delivery
- Perishable items claimed as damaged without photographic proof
- Orders that were placed by mistake but already confirmed and dispatched
4. How to Request a Refund
Go to "My Orders" and select the relevant order.
Select the specific issue — wrong item, missing item, damaged product, etc.
For damaged or wrong items, attach a clear photo of the received product.
Our team reviews your request within 24 hours and contacts you with a resolution.
You can also email support@groceree.in with your order number and a description of the issue.
5. Refund Timeline
Once your refund request is approved, here's when you can expect the money back:
- UPI: 1–3 business days
- Credit / Debit Card: 5–7 business days
- Net Banking: 3–5 business days
- groceree Wallet Credit: Instant (if applicable)
Actual timing may vary depending on your bank. groceree initiates the refund within 24 hours of approval — delays after that are on the banking side.
6. Replacement Policy
In some cases, instead of a monetary refund, groceree may offer a replacement delivery of the missing or damaged items, subject to store availability. If a replacement is not possible, a full refund will be processed.
You may choose between a replacement and a refund where both options are available.
7. Cash on Delivery (COD) Orders
For COD orders, refunds for eligible cases will be credited to your groceree Wallet or bank account (NEFT transfer). Please provide your bank account details when raising a COD refund request. COD refund transfers may take 5–7 business days.
8. Contact Us
groceree Support Team
We aim to respond to all refund queries within 24 hours.