Return and Refund Policy
At Kisan Door Step, we strive to deliver the freshest vegetables, fruits, and highest quality groceries to your home in Pune. We understand that sometimes things don't go as planned, which is why we have established a clear policy to address returns and refunds.
(For information regarding order cancellations, please refer to our separate Cancellation Policy).
1. Return Policy
Due to the nature of the products we sell, our return policy is divided into two categories:
- Perishable Items (Vegetables, Fruits, Dairy, etc.): For health, hygiene, and freshness reasons, perishable goods are strictly non-returnable once they have been accepted at delivery.
- Packaged and Other Groceries: Packaged items are eligible for return only if a valid complaint is raised within our strict time window (see Section 2. and for acceptable reasons. Returned items must be in their original, unopened packaging.
2. Refund Policy & The "1-Hour" Window
While perishables cannot be physically returned, we do issue refunds if the quality of the products delivered does not meet our standards.
To be eligible for any refund (for perishables) or return/refund (for packaged goods), you must raise a complaint within one (1) hour of the delivery being completed.
Acceptable Reasons for a Refund/Return:
- Spoiled, rotten, or heavily damaged vegetables/fruits.
- Expired packaged goods.
- Incorrect item delivered (different from what you ordered).
- Missing items from your invoice.
- Damaged packaging that affects the product inside.
How to Claim a Refund:
- Contact our support team via email or the app within 1 hour of delivery.
- Provide your Order ID and clearly state the issue.
- Important: You must attach clear photographs of the damaged, spoiled, or incorrect items.
- Our team will review the issue. If the claim is valid and raised within the 1-hour window, we will initiate a refund for the affected items.
- Packaged Items Only: If you receive a damaged or incorrect packaged item, you may request an exchange instead of a refund within the 1-hour window.
- Subject to Availability: Exchanges are strictly subject to stock availability and are not guaranteed.
- If an exchange is requested but the item is out of stock or unavailable, we will automatically process a refund for that item instead. Perishable items cannot be exchanged after the delivery is completed.
- Address: H no. 432, Varve, Varve Khurd, Bhor, City Pune, Maharashtra 412210
- Email: support@kisandoorstep.com
Refund Processing:
Approved refunds will be processed back to your original payment method (via our gateway partners like PayU, CCAvenue, Jio-Payments, etc.). Please allow 5 to 7 business days for the amount to reflect in your bank account or credit card statement.
3. Exchange Policy
4. Contact Us
If you need to request a refund, exchange, or have any questions about this policy, please contact us immediately:
Kisan Door Step