Cancellation & Refund Policy
Last Updated:
1. Order Cancellation
You can cancel your order before it is confirmed or dispatched:
- Orders can be cancelled within 30 minutes of placement
- Once the order is confirmed and processing, cancellation may not be possible
- To cancel, go to "My Orders" and select "Cancel Order"
- If cancellation is successful, a full refund will be processed
- Cancelled orders cannot be reinstated
2. Cancellation by VillageMart
We reserve the right to cancel your order in the following circumstances:
- Product is out of stock or unavailable
- Pricing errors or technical issues
- Suspicious or fraudulent activity
- Delivery address is outside our service area
- Payment verification failed
If we cancel your order, you will receive a full refund.
3. Refund Policy
Refunds will be processed in the following cases:
- Order cancelled before dispatch
- Order cancelled by VillageMart
- Product damaged or defective upon delivery
- Wrong product delivered
- Product missing from delivery
- Quality issues with the product
4. Refund Process
Refund processing:
- Refunds will be processed within 5-7 business days
- Refunds will be credited to the original payment method used
- For UPI payments, refunds will be credited to the same UPI ID
- For card payments, refunds will be credited to the same card
- You will receive a confirmation email once the refund is processed
- If you don't receive the refund within 7 days, please contact us
5. Return Policy
Return eligibility:
- Returns must be requested within 24 hours of delivery
- Products must be in original, unopened condition
- Products must have original packaging and labels
- Perishable items (fruits, vegetables, dairy) are not returnable
- Items damaged by customer are not returnable
- Customized or personalized items are not returnable
6. Return Process
To return a product:
- Go to "My Orders" and select the order
- Click on "Return" or "Request Return"
- Select the reason for return
- Our team will review your request
- If approved, we will arrange pickup
- Once we receive the product, refund will be processed
7. Non-Refundable Items
The following items are not eligible for refund or return:
- Perishable goods (fruits, vegetables, dairy products, meat, seafood)
- Items damaged due to misuse or negligence
- Items without original packaging
- Items returned after 24 hours of delivery
- Items that have been used or consumed
- Gift cards or promotional vouchers
8. Partial Refunds
Partial refunds may be issued in the following cases:
- Only part of the order is cancelled
- Some items in the order are unavailable
- Partial damage to the order
- Discount or promotional adjustment
9. Refund for Cash on Delivery (COD)
For COD orders:
- If order is cancelled before dispatch, no payment is required
- If order is cancelled after dispatch, refund will be processed via bank transfer or UPI
- You will need to provide bank account or UPI details for refund
- Refund processing time: 5-7 business days
10. Quality Issues
If you receive a product with quality issues:
- Contact us immediately within 24 hours of delivery
- Provide photos of the damaged/defective product
- Our team will investigate and resolve the issue
- We may offer replacement or full refund
- Replacement will be delivered at no extra cost
11. Delivery Issues
If there are delivery-related issues:
- Wrong address: Contact us immediately to update
- Delayed delivery: We will investigate and may offer compensation
- Missing items: Report within 24 hours for replacement or refund
- Damaged packaging: Report immediately with photos
12. Dispute Resolution
If you have any disputes regarding refunds:
- Contact our customer support team
- Provide order details and reason for dispute
- We will review and respond within 48 hours
- We are committed to fair resolution of all disputes