Refund & Cancellation Policy
At Grozar, customer satisfaction is our priority. This Refund & Cancellation Policy explains the conditions under which orders can be cancelled, returned, or refunded for Grocery, Pharmacy, Food Delivery, Online Shopping, Parcel Delivery, and Rental Services.
By using Grozar, you agree to this policy.
1. Order Cancellation
Before Order Confirmation
You may cancel your order free of charge before it has been accepted by the merchant or service provider.
After Order Confirmation
Once a merchant begins preparing or processing your order, cancellation may not be possible.
If cancellation is allowed after confirmation, cancellation charges may apply depending on the order status.
2. Grocery Orders
Grocery orders may be cancelled before packing begins.
Refunds may be approved if:
- Wrong product delivered
- Damaged or expired products received
- Missing items in the order
- Delivery failed due to our fault
Refunds may not be approved for:
- Change of mind after delivery
- Minor packaging variations
- Fresh produce with natural size or color differences
3. Food Orders
Food preparation starts immediately after order confirmation.
Food orders generally cannot be cancelled or refunded once the restaurant has started preparing the order.
Refunds may be issued if:
- Incorrect food delivered
- Missing items
- Damaged packaging affecting food quality
- Order not delivered
- Duplicate payment
- Order cancelled by the restaurant or Grozar
4. Pharmacy Orders
Medicine orders may be cancelled before dispatch.
Due to health and safety regulations, medicines are generally non-returnable and non-refundable after delivery unless:
- Wrong medicine delivered
- Damaged package
- Expired medicine
- Incorrect quantity
- Order cancelled before dispatch
Prescription medicines may require additional verification before cancellation.
5. Shopping Orders
Eligible products may be returned according to the seller's return policy.
Returns may be accepted for:
- Defective products
- Damaged products
- Wrong item received
- Missing accessories
Products must:
- Be unused
- Include original packaging
- Include tags and accessories
- Be returned within the applicable return window
Some categories may not be eligible for returns.
6. Parcel Delivery
Parcel delivery charges are generally non-refundable once pickup has been completed.
Refunds may be provided if:
- Pickup was not completed
- Delivery was cancelled by Grozar
- Payment failure resulted in duplicate charges
7. Rental Services
Rental bookings may be cancelled before the rental period begins.
Cancellation fees may apply depending on:
- Time of cancellation
- Booking duration
- Service provider policies
Late returns, damages, traffic violations, or misuse may result in additional charges.
8. Failed Deliveries
If delivery cannot be completed because:
- Incorrect address
- Customer unavailable
- Invalid contact information
- Repeated delivery failures
Additional delivery charges may apply, and refunds may not be available.
9. Refund Process
Once a refund is approved, it will be processed using the original payment method whenever possible.
Typical processing times:
- UPI: 1–3 business days
- Wallet: 1–2 business days
- Credit/Debit Card: 5–10 business days
- Net Banking: 3–7 business days
- Cash on Delivery (COD): Refund may be issued to your bank account, UPI ID, or Grozar Wallet after verification.
Actual processing time may vary depending on your bank or payment provider.
10. Non-Refundable Charges
The following charges may not be refundable:
- Delivery fees (after dispatch)
- Platform or convenience fees
- Cancellation charges (where applicable)
- Packaging charges
- Government taxes already remitted
- Service charges
11. Duplicate Payments
If your account is charged more than once for the same order, Grozar will verify the transaction and refund the duplicate amount after confirmation.
12. Fraud Prevention
Refund requests may be rejected if:
- False claims are made
- Products are intentionally damaged
- Abuse of the refund policy is detected
- Fraudulent activity is identified
Grozar reserves the right to suspend or terminate accounts involved in fraudulent activities.
13. How to Request a Refund
If you have an issue with your order, please contact us within the applicable support period through:
- In-App Support
- Customer Care
- Email: support@grozar.com
- Website: https://grozar.com (replace with your official website)
Please provide:
- Order ID
- Registered mobile number
- Description of the issue
- Photos (if applicable)
14. Changes to This Policy
Grozar may update this Refund & Cancellation Policy from time to time. The latest version will always be available on our website and mobile application.
Contact Us
Grozar Customer Support
Email: support@grozar.in
Website: https://grozar.in
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