Policies

Cancelling

Until the shop starts preparing your order, you can cancel it yourself: open the order and choose “Cancel order”. Each shop allows a limited number of these a day — the order screen shows how many. Anything you paid online comes back in full, automatically; a cash-on-delivery order simply owes nothing.

Once the shop is preparing it, ring the branch: until it is packed, the shop can still cancel it for you, with the same full refund.

Once it is packed, it has been billed and the bag is ready to leave, so it can no longer be cancelled. If something in it is wrong when it arrives, the help desk puts it right.

An order you chose to pay online that is not paid within 15 minutes lapses by itself. If money leaves your account after that, it is refunded in full.

The shop may cancel an order it cannot fulfil — for example, if nothing in it can be supplied. Anything paid is refunded in full.

When the shop is short

If the shelf cannot supply everything you ordered, the shop packs what it has and charges you only for that. The order shows what was packed against what you ordered, and the packer’s reason where they gave one.

If you had already paid, the difference is refunded automatically. If you are paying at the door, you simply pay the lower amount.

Something wrong with what arrived

Open the order and choose “Get help with this order” within 3 days (72 hours) of it being delivered. For fresh produce, please tell us as soon as you open the bag.

Choose what went wrong — missing or short, damaged or leaking, expired or near expiry, wrong item, or quality — and which items. For damaged, expired or wrong items, add a photograph; it is how the shop can agree without asking you to bring the item back.

The branch reads it and replies in the same conversation, and you get a notification when it does. Where the problem is borne out, it refunds what was affected.

After 3 days, or for anything not about an order, write to us through Help & support with “Something else”.

Returning an item

Sometimes the shop needs the item back — a wrong item, or something it has to see. It will say so in your help conversation, and how: you bring it to the shop, or we collect it from your address.

Bringing it to the shop costs nothing. Collecting it carries a small pickup charge, shown before it is arranged; it is kept back from your refund, and you receive a separate bill for it.

The refund is made once the item reaches the shop — the full price of what came back, less any pickup charge — and the conversation tells you the amount.

How the money comes back

Refunds go back the way the money came. A payment made online is refunded to the same card, UPI account, bank or wallet; there is no way to send it anywhere else.

We send a refund as soon as it is agreed. Your bank decides when it appears, commonly 5–7 working days.

Cash or UPI paid at the door is refunded by the branch itself — in cash at the counter, or by UPI to an ID you give us in your help conversation.

A refund is never more than what you paid for the order.

Following it

Every refund appears on the order it belongs to, with what it is for and whether it has left us yet. A refund agreed on the help desk is also written in that conversation.