Refund & Cancellation Policy: Bhaiya Mart
At Bhaiya Mart, we strive to ensure a seamless experience. However, we understand that sometimes things don’t go as planned. Here is our policy regarding refunds and cancellations:
1. Cancellation Policy
Grocery & Food Orders: You can cancel your order within 2 minutes of placing it. Once the store/restaurant starts preparing your order or the delivery partner is assigned, a cancellation fee may apply.
Parcel Services: Cancellations are allowed until the delivery partner reaches the pickup location.
2. Eligibility for Refund
You are entitled to a refund under the following circumstances:
Missing Items: If an item you paid for was not delivered.
Wrong Order: If you received items completely different from what you ordered.
Quality Issues: If the food or grocery items are spoiled, expired, or damaged at the time of delivery (photo proof required).
Order Not Delivered: If your order was cancelled by Bhaiya Mart or the merchant due to unavailability or technical reasons.
3. Non-Refundable Situations
Refunds will not be provided if:
The delivery address provided was incorrect.
The customer was unreachable via phone or at the doorstep during delivery.
The seal of a product is broken by the customer after delivery.
Items are rejected due to personal taste preferences (for food).
4. Refund Process & Timelines
Review: Once a refund request is raised via the app or customer support, our team will review it within 24-48 hours.
Mode of Payment: Approved refunds will be credited back to the original payment method (UPI, Bank Account, or Wallet).
Timeline: It usually takes 5 to 7 business days for the amount to reflect in your account, depending on your bank.
5. Damaged Parcel Policy
For "Parcel Delivery" services, Bhaiya Mart is responsible for transit damage only if the item was properly packed. We do not offer refunds for prohibited items or fragile items sent without protective packaging.