Refund & Cancellation Policy

This policy applies to all orders placed through the BeGrocer app and website. It should be read together with our Terms of Service and Delivery Policy. Consumer rights available to you under the Consumer Protection Act, 2019 are not affected by this policy.

• Before packing begins: you can cancel free of charge from the order screen and receive a full refund.
• After packing, before dispatch: cancellation is allowed, but a handling fee of up to ₹20 may be deducted to cover picking and packing of perishable items.
• After dispatch: orders cannot be cancelled in the app. Contact support; if the rider has not reached you, we will try to recall the order.
• Cancellation by BeGrocer: if we cancel due to stock, serviceability, or operational reasons, you receive a full refund with no deduction.

Report the issue within 24 hours of delivery for:

• Missing items or an incorrect item delivered.
• Damaged, leaking, crushed or tampered packaging.
• Spoiled, stale or visibly poor-quality fruits, vegetables or dairy.
• Products delivered on or after their expiry or best-before date.
• Quantity or weight materially lower than what was billed.

For perishable items, please report the issue on the day of delivery wherever possible, as freshness cannot be assessed later.

• Products opened, used or partly consumed, unless the defect was hidden.
• Minor natural variation in size, shape, colour or ripeness of fresh produce.
• Items damaged after delivery due to improper storage or handling.
• Requests raised after 24 hours of delivery, or after 7 days for sealed packaged goods.
• Change-of-mind returns on perishable, frozen or personal hygiene products.

1. Open the BeGrocer app and go to Orders.
2. Select the order and tap "Need help with this order".
3. Choose the affected items and the reason for the request.
4. Upload a clear photograph of the item or packaging where the issue is visible.
5. Submit. You will receive an acknowledgement immediately and a decision within 48 hours.

Depending on the issue and item availability, we will offer a replacement on your next delivery slot, a refund to your original payment method, or BeGrocer wallet credit if you prefer instant settlement. Where only part of an order is affected, only the affected items are refunded, along with any proportionate delivery fee.

• BeGrocer wallet credit: instant, once the request is approved.
• UPI and wallets: 1 to 3 working days.
• Debit and credit cards: 5 to 7 working days, depending on your bank.
• Net banking: 5 to 7 working days.
• Cash on delivery orders: refunded to your BeGrocer wallet or to a bank account you provide, within 3 to 5 working days.

If an amount is debited but the order does not appear in the app, the payment gateway usually reverses it automatically within five to seven working days. If it does not, share the transaction reference with our support team and we will trace it with the gateway and settle the amount.

We monitor refund patterns to protect our vendors and delivery partners. Accounts showing repeated, unverifiable claims may lose access to instant refunds, may be asked to return items for inspection, or may be suspended.

If you are not satisfied with the outcome of a request, escalate it by emailing support@begrocer.app with your order number. Escalations are reviewed by our grievance team and answered within 7 working days, and in all cases within 30 days.