1. Cancelling an order

• You can cancel free of charge any time before the order is packed. Open My Orders and cancel from there, or contact support.
• Once an order has been packed or dispatched, it can no longer be cancelled in the app — please contact us and we will help where we can.
• We may cancel an order ourselves if an item turns out to be unavailable, the address is outside our delivery area, or we cannot reach you. In that case you are refunded in full.

2. If something is wrong with your order

We deliver groceries and fresh produce, so we ask you to check your order at the door. Tell us within 24 hours of delivery if:

• an item is missing or you received the wrong item;
• an item is damaged, spoiled, leaking, or past its date;
• the quality of fresh produce is not acceptable.

A photo of the item helps us resolve it faster. Once verified, we will replace the item or refund it — your choice.

3. Items we cannot take back

For hygiene and food-safety reasons we cannot accept returns of fresh produce, dairy, frozen items, or opened packages unless there is a quality problem as described above.

4. How refunds are paid

• Wallet refund: credited to your EarnKart wallet immediately once approved, and usable on your next order.
• Original payment method: if you paid online, we can refund to the source account. Banks typically take 5–7 working days to reflect it.
• Cash on delivery: refunded to your wallet, or to your bank account on request.

5. Delivery fee

If we cancel the order, or if the whole order is at fault, the delivery fee is refunded too. If only part of the order is refunded, the delivery fee is not returned.

6. Effect on referral rewards

Referral rewards from an order are held until the order is delivered and the return window has closed. If an order is cancelled or refunded, the rewards linked to it are reversed from the relevant wallets. This applies to the whole referral chain, not only the buyer.

7. How to raise a refund request

1. Open My Orders and find the order.
2. Contact us with the order number and a short description (a photo helps).
3. We normally respond within 24–48 hours and settle approved refunds promptly.