Refund & Cancellation Policy

1.1 Customer-Initiated Cancellation

You may cancel your order before it is dispatched from the seller's location. To cancel an order:

• Log in to your account and navigate to "My Orders"
• Select the order you wish to cancel
• Click on "Cancel Order" and select a reason
• Confirm the cancellation

Once an order is dispatched, it cannot be cancelled. However, you may refuse delivery or initiate a return as per our return policy.

1.2 YourKirana-Initiated Cancellation

We reserve the right to cancel orders in the following circumstances:

• Product unavailability or stock issues
• Pricing or product information errors
• Payment verification failures
• Suspected fraudulent transactions
• Delivery address is outside serviceable area
• Force majeure events

2. Return Policy

2.1 Eligible Products

The following products are eligible for return within 24-48 hours of delivery (varies by category):

• Non-perishable packaged food items (unopened)
• Personal care products (unopened and unused)
• Household items (unused and in original packaging)
• Kitchen appliances and utensils (unused with original packaging)

2.2 Non-Returnable Products

The following products cannot be returned:

• Fresh fruits, vegetables, and perishable items
• Dairy products, eggs, and bakery items
• Opened or used personal care products
• Medicines and health supplements
• Products without original packaging or tags
• Customized or personalized products

2.3 Return Conditions

To be eligible for a return, products must meet the following conditions:

• Product must be unused and in the same condition as received
• Original packaging, tags, and labels must be intact
• Invoice or proof of purchase must be provided
• Return request must be initiated within the specified timeframe

3. Refund Policy

3.1 Refund Processing Time

Refunds will be processed according to the following timeline:

• Prepaid Orders: 5-7 business days after return pickup
• Cash on Delivery: 7-10 business days (credited to original payment method or bank account)
• Wallet/UPI: 3-5 business days
• Credit/Debit Card: 5-7 business days (may take additional 2-3 days to reflect in statement)

3.2 Refund Amount

The refund amount will include:

• Product price
• Applicable taxes
• Delivery charges (if order is cancelled before dispatch or if wrong/damaged product is delivered)

Delivery charges will not be refunded for customer-initiated returns after delivery.

3.3 Refund Method

Refunds will be processed to the original payment method. In cases where this is not possible, we will credit the amount to your YourKirana wallet or process a bank transfer as per your preference.

4. Damaged or Defective Products

If you receive a damaged, defective, or incorrect product:

• Contact our customer support within 24 hours of delivery
• Provide photographs of the damaged/defective product
• We will arrange for a replacement or full refund (including delivery charges)
• No return shipping charges will be applicable

5. Missing Items

If any items are missing from your order:

• Report the issue within 24 hours of delivery
• We will investigate and either deliver the missing items or refund the amount
• Refund will be processed within 3-5 business days

6. How to Initiate a Return

To initiate a return:

1. Log in to your YourKirana account
2. Go to "My Orders" and select the order
3. Click on "Return" and select the item(s) and reason
4. Submit the return request
5. Our team will review and approve if eligible
6. Schedule a pickup or drop-off as per instructions
7. Refund will be processed after quality check

7. Exceptions and Special Cases

In case of promotional offers, combo deals, or special sales:

• Specific terms and conditions may apply
• Partial returns may not be allowed for combo/bundle offers
• Promotional discounts may be adjusted in refund calculations

8. Contact Us

For any questions or assistance with cancellations, returns, or refunds:

Customer Support:
Email: support@yourkirana.in
Hours: Monday to Sunday, 9:00 AM - 9:00 PM IST

Note: This policy is in compliance with the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020. We are committed to ensuring fair and transparent practices in all our transactions.