Transparency is important to us. Here you'll find all our Refund & Return Policy that govern the use of AlwaysGrocer platform.
Last updated: July 2025
We want you to be satisfied with every order. Due to the nature of grocery items, returns are only accepted in limited cases:
◉ Damaged, spoiled, or incorrect items: If you receive an item that is damaged, spoiled, or different from what you ordered, please report it immediately via the AlwaysGrocer app or contact our support team.
◉ How to request a return: Open a request in the app or contact support with your order ID and photos. We will review and provide next steps (pickup, replacement, or refusal) within 48 hours.
◉ Return shipping costs: If the return is due to our or the store’s error (wrong/damaged item), AlwaysGrocer or the store will cover return shipping. For customer-initiated returns (not due to error), return shipping may be charged to the customer.
◉ You may cancel an order only until the store confirms and the order has not been picked up by the delivery partner.
◉ Once the delivery partner has picked up the order (status: “Picked up” / “Out for delivery”), cancellations are not allowed.
A partner store may cancel an order before pickup if an item becomes unavailable (e.g., high demand or stock error). If the store cancels, you’ll be notified immediately and offered a full refund or an alternative product.
◉ Report these issues via the app/support within within 6 hours of delivery.
◉ Provide photos and order details. After review, we’ll offer a replacement, full or partial refund, or store credit as appropriate.
◉ Refunds are issued to the original payment method where possible. If not possible, refunds may be credited to your AlwaysGrocer wallet or processed via bank transfer (as agreed).
◉ Refunds are initiated within 48 hours of approval and may take 3–10 business days to appear, depending on the payment provider/bank.
⚠️ If a delivery attempt failed due to customer unavailability and the order is returned to the store, refund eligibility will be assessed per the order type (delivery fees may be non-refundable if services were already rendered).
◉ Accepted payment methods: UPI, debit/credit cards, net banking, major mobile wallets, AlwaysGrocer wallet. Cash on Delivery (COD) may be available in select areas — the option will be shown at checkout if supported.
◉ Security: Payments are processed through PCI-compliant, third-party payment gateways. We do not store full card numbers on our servers; tokenization is used where applicable.
◉ Pricing & fees: The total shown at checkout includes item price, taxes, and any delivery or convenience charges. Discounts and promo codes are applied at checkout and reflected in the final amount charged.
◉ Failed transactions: If a payment fails but your account is debited, contact support immediately. We will investigate and, if applicable, initiate a refund. Do not place a duplicate order until transaction status is confirmed.
◉ Refunds & promotions: Refunds for orders paid with promo codes, discounts, or wallet credits will reflect the original payment split (e.g., credited back to wallet and/or original payment method).
◉ Fraud prevention: We may suspend or block orders and accounts if suspicious activity or payment fraud is detected. You will be notified of any verification steps required.
⚠️ Note: For hygiene and safety reasons, we cannot accept returns for correctly delivered perishable groceries.
This Refund & Return Policy is subject to change without prior notice. Any updates will be posted on this page, and continued use of our services will indicate your acceptance of the changes.
Have any questions or query regarding our Policies and Terms ? reach out at : Policy@alwaysgrocer.com
If you have any questions about these policies or need clarification on any terms, we're here to help.