Refund Policy

General conditions for refunds

For non-perishable groceries, online stores have specific return windows, but refunds are generally offered under these conditions:

• Damaged, defective, or expired products: A full refund or replacement is required if the item is delivered in an unfit condition.

• Incorrect product delivered: You are eligible for a full refund or exchange if you receive the wrong item.

• Product unfit for consumption: If a product like cooking oil has quality issues that render it unfit for its intended use, you can seek a refund. 

Common refund policies by product category

The refund policy often depends on the nature of the product. 

Rice and pulses

• Unopened and original packaging: For non-perishable items like packaged rice and pulses, you can often return or exchange the product if it is unopened, unused, and still in its original packaging.

• Opened or partially used: Some retailers may offer a partial refund for opened and partially used products, with the amount calculated based on the weight of the returned item. Spoiled products are typically not eligible for a refund. 

Oil

• Sealed and unused: For edible oils, a refund or exchange is usually only provided if the item is returned in a sealed, unused state within the specified return window.

• Damaged or leaking: If the packaging is tampered with, or if there is leakage, a return is often accepted, provided the customer reports the issue to customer care within 24–48 hours of delivery. 

Key differences among major online retailers

• JioMart: In case of a damaged or different product, you must contact customer care within 24 hours of delivery. Certain consumable goods are non-returnable.

• BigBasket: If the product is damaged, defective, near expiry, or wrong, you must contact customer care. By default, refunds are credited to the bbWallet, but you can request a refund to the original payment source.

• Amazon India: The standard return window can vary, and items must be returned in their original condition. For a damaged or defective item, Amazon typically offers a full refund or replacement. 

The process for requesting a refund

1. Contact customer support as soon as possible, often within 24–48 hours for damaged or defective groceries.

2. Provide documentation, such as photos or videos of the damaged product and its packaging, along with your order details.

3. Arrange the return with the company's designated logistics partner. You may be responsible for return shipping costs unless the return is due to their error.

4. Receive your refund after the product has been inspected. The refund will be processed within a certain number of business days, with the amount credited back to your original payment method. 

Best practices for consumers

To protect your rights and ensure a smooth refund process, it is recommended to:

• Read the policy: Always review the specific return and refund policy of the seller before placing an order, as rules can differ.

• Inspect at delivery: Carefully check perishable items for damage or expiration dates at the time of delivery.

• Film the unboxing: For particularly high-value or complex orders, recording a video of the unboxing can serve as proof in case of a discrepancy.