Cancellation & Refund Policy

Cancellation & Refund Policy

Last Updated: May 18, 2025

At Grocenova, we strive to deliver fresh and quality products to your doorstep. Your satisfaction is important to us. This policy outlines the terms and conditions for order cancellation and refunds.

1. Order Cancellation

Orders can only be cancelled before they are packed or dispatched.
Once an order is dispatched, it cannot be cancelled.
To cancel your order, please contact us immediately via email at contact@grocenova.com or through our customer support.

2. Return Eligibility

We accept returns only in the following cases:

You received a damaged product.
You received a wrong item.
A product is missing from your order.

To be eligible for a return:

The request must be raised within 24 hours of delivery.
The item must be unused, in its original packaging, and with the receipt or proof of purchase.

3. Non-Returnable Items

Perishable goods (e.g., fresh fruits, vegetables, dairy, frozen foods)
Personal care products (e.g., sanitary pads, soaps once opened)
Any item that has been used, damaged by the customer, or not in original condition

4. Refunds (If Applicable)

Once we inspect the returned item and approve the request, a refund will be initiated to your original payment method.
Refunds usually take 5–7 business days, depending on your payment provider.
In some cases, a store credit may be offered instead of a cash refund.

5. Late or Missing Refunds

If you haven’t received a refund yet:

First, check your bank account again.
Then contact your payment provider (Razorpay/PhonePe/etc.).
If you’ve done all of this and still haven’t received your refund, please contact us at saurabh.kumar884046@gmail.com.