We know plans change. groceree allows cancellations within a limited window after placing your order. Here's everything you need to know about cancellations and the associated refund process.
1. Overview
Because groceree deals with perishable grocery items, and because local stores begin preparing orders immediately after confirmation, our cancellation window is short. We appreciate your understanding and encourage you to review your order before placing it.
2. Customer Cancellations
- Within 2 minutes of placing the order
- The store has not yet accepted / confirmed your order
- Order status is still "Pending"
- Order is already "Confirmed" or "Packing"
- Order is "Out for Delivery"
- Order has been "Delivered"
- More than 2 minutes have passed since placing
If you need to cancel outside this window due to an emergency, please contact our support team immediately. We will do our best to help, but cannot guarantee cancellation after the store begins packing.
3. Store-Initiated Cancellations
A store may cancel your order in the following situations:
- One or more items are out of stock
- The store is temporarily closed or unavailable
- Delivery to your address is not possible at that time
- Your order could not be verified or contains prohibited items
In all store-initiated cancellation cases, you will receive a full refund automatically, with no action required from your side. You will also be notified via the app.
4. Automatic Cancellations
Your order may be automatically cancelled by the groceree system in the following cases:
- Payment failure: If your payment could not be processed and is not retried within 10 minutes
- Store non-response: If the store does not accept the order within 15 minutes, the order is auto-cancelled and fully refunded
- Address unserviceable: If the delivery address falls outside all available stores' delivery zones
All automatic cancellations trigger a full refund if any payment was collected.
5. Refund on Cancellation
When a cancellation is eligible, here's what happens with your money:
- Online payment (UPI, card, net banking): Refunded to original payment source within 1–7 business days, depending on your bank
- Cash on Delivery (COD): No charge is collected; if collected in error, credited to groceree Wallet or NEFT transfer within 5–7 days
- groceree Wallet credit: Refunded to Wallet instantly
groceree initiates the refund immediately upon cancellation approval. Bank processing times are outside our control.
6. Cancellation Policy for Store Owners
Store owners on groceree are expected to minimise order cancellations. Repeated cancellations negatively impact customers and may result in action:
- Stores with high cancellation rates will receive warnings from groceree
- Persistent cancellations may result in temporary suspension from the platform
- Store owners should keep their inventory updated to avoid accepting orders they cannot fulfil
- If a store must cancel due to an emergency, they must notify the customer immediately via the app
7. How to Cancel an Order
To cancel an eligible order:
- Open the groceree app and go to My Orders
- Select the order you wish to cancel
- Tap "Cancel Order" (available only if the order is still cancellable)
- Select a reason for cancellation and confirm
- You'll receive a cancellation confirmation and refund initiation notification instantly
If the cancel button is not visible, the order can no longer be cancelled through the app. Contact our support team at support@groceree.in immediately if you have an urgent cancellation request.
8. Contact Us
groceree Support Team
For urgent cancellation requests, use in-app chat for the fastest response. We're available during store operating hours.