Cancellation & Refund Policy
This Cancellation & Refund Policy governs the terms under which orders placed on Kirana Bhaiya's platform may be cancelled and refunds may be issued. By placing an order, you agree to be bound by this policy.
Order Cancellation
All orders placed on the platform are final and binding. Once an order has been successfully placed, it cannot be cancelled under any circumstances, except at the sole discretion of Kirana Bhaiya.
Damaged, Missing, or Incorrect Items
If a customer receives damaged, defective, missing, or incorrect items, the issue must be reported to Kirana Bhaiya within 24 hours of delivery through the designated customer support channels. Failure to report such issues within the specified timeframe may result in the claim being rejected.
Verification of Damage
To ensure a fair assessment of claims and to distinguish between damage during delivery and damage occurring after delivery, Kirana Bhaiya follows a verification process.
- Clear photos or videos of the product during unboxing showing the damaged item.
- Images of the outer packaging (if damaged).
- Time-stamped evidence or unboxing videos for high-value or sensitive products.
- Review of delivery partner records, packaging condition at dispatch, and internal quality checks.
- Inspection or pickup of the product for verification, if required.
Claims may be rejected if evidence suggests that the damage occurred after delivery due to improper handling, storage, or usage by the customer.
Refund Eligibility
Refunds may be considered and approved, at the sole discretion of Kirana Bhaiya, under the following circumstances:
- Delivery of damaged or defective products.
- Delivery of incorrect products.
- Missing items in the order.
- Orders cancelled by Kirana Bhaiya due to operational or other reasons.
Refund Process
Where a refund is approved, it shall be processed either to the original payment method used at the time of purchase or issued as store credit, as determined by Kirana Bhaiya.
Refund Timeline
Approved refunds shall be processed within 5–7 business days. The actual time required for the refund to reflect in the customer's account may vary depending on the payment gateway, banking institution, or financial intermediary involved.
Non-Refundable Situations
- Products that have been consumed, used, or altered after delivery.
- Damage caused due to improper handling, storage, or usage by the customer.
- Failure to report issues within the stipulated timeframe.
- Insufficient or unverifiable proof of damage.
Limitation of Liability
Kirana Bhaiya shall not be liable for any indirect, incidental, special, or consequential losses arising from the use of its services or products, including but not limited to delays in refund processing caused by third-party payment providers.
Right to Determine Eligibility
Kirana Bhaiya reserves the absolute right to review, investigate, and determine the validity of any refund request on a case-by-case basis. All decisions made by Kirana Bhaiya in this regard shall be final and binding.
By placing an order on Kirana Bhaiya, you acknowledge that you have read, understood, and agreed to this Cancellation & Refund Policy.