Cancellations & refunds
In short: if something is wrong with your order, tell us within 72 hours and we will refund or replace it. We do not charge a cancellation fee, a return fee or a restocking fee.
Cancelling an order
- Before we start packing — cancel from Orders in the app. Free, no questions, full refund of anything already paid.
- While it is being packed or already out for delivery — call us on +91 98956 83683. We will usually still cancel it. Perishables already weighed and packed for you may not be refundable — we will tell you before you decide.
- At the door — you can refuse the whole order or any item in it. The rider takes it back and we refund what you refused.
We may cancel an order ourselves if an item is out of stock, the address turns out to be outside our service area, we cannot reach you, or the payment does not clear. In every such case you are refunded in full, and we tell you why.
Returns and replacements
Groceries are not returnable on change of mind once they have left our shop, but you are covered when the goods are not right. Raise it within 72 hours of delivery for:
- items missing from the order;
- damaged, leaking or crushed packaging;
- fresh produce, dairy, meat or fish that arrived spoiled or off;
- an item that has expired or is too close to expiry to be usable;
- the wrong product, brand, variant or pack size.
Keep the item and its packaging until the claim is settled; a photo makes it quicker. For hygiene and food-safety reasons we cannot take back items that have been opened, used or stored badly, unless the fault was there on arrival.
How to raise it
- Find your order number in Orders in the app.
- Call +91 98956 83683, or message the same number on WhatsApp if you have a photo of the problem.
- You can also email preethistores@gmail.com with the order number and what went wrong.
We acknowledge within 48 hours, and settle most claims the same day.
Refund method and timelines
- UPI — back to the same UPI ID. Usually within 24 hours, at most 5 business days.
- Card — back to the same card, 5–7 business days after we approve it, depending on your bank.
- Kada Money — back to your Kada Money, instantly.
- Cash on delivery — to a UPI ID or bank account you give us, in 2–5 business days.
- An item refunded from a delivered order — the same way as the original payment. Approved within 24 hours of the claim, then as above.
We refund the full amount you paid for the affected items, with no cancellation charge deducted. If the whole order is cancelled, any delivery fee you paid is refunded too. If a coupon was applied, the refund is proportionate to what you actually paid.
Payment debited but no order
If money left your account and the order did not confirm, you get it back automatically. A payment that was never captured is reversed by your bank, normally within 5–7 business days. A payment that was captured but could not become an order — for example because an item sold out while you were paying — is refunded by us to the original method, usually within a few hours of the payment. If the money has not come back within 7 business days, send us the UTR or transaction reference and we will chase it with the payment gateway.
Still not resolved?
Escalate to our grievance officer — the details are on our support page. Complaints are acknowledged within 48 hours and resolved within one month, as required by the Consumer Protection (E-Commerce) Rules, 2020. Nothing in this policy limits your rights under the Consumer Protection Act, 2019.