Refund & Cancellation Policy

1. Scope and applicability

This Refund & Cancellation Policy ("Policy") governs all cancellations, refunds, reversals, credits, and complaints relating to Orders placed on the Bajrang SuperMarket Platform operated by BAJRANG SUPER MARKET. It should be read together with our Terms & Conditions and Shipping & Delivery Policy, and is provided in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. By placing an Order, you agree to this Policy.

2. Definitions

• "Order" means a confirmed request to purchase Products through the Platform.
• "Total Order Value" means the value of Products plus applicable taxes and charges paid by you.
• "Platform / Handling Charges" means any service, handling, or convenience charges shown at checkout.
• "Original Payment Method" means the mode of payment used by you to pay for the Order.

3. Cancellation before packing or dispatch

You may cancel an Order free of charge before it has been packed or dispatched, through the Platform. Once an Order has been packed or handed to our delivery staff, it can no longer be cancelled, because the goods are perishable and prepared for immediate delivery.

4. Cancellation of scheduled orders

Where you place a scheduled Order for a future slot, you may cancel it before the scheduled delivery slot begins. Scheduled Orders cannot be cancelled once the delivery slot has started. Any valid cancellation will be refunded in accordance with Section 9.

5. Inspection and refusal at delivery

Because we deliver groceries and perishable goods, we encourage you to inspect your Order at the time of delivery. You may refuse to accept an item or the Order at the doorstep only on reasonable grounds, including where it is incorrect, incomplete, damaged, spoiled, or expired. Please raise any such issue with the delivery staff at the time of delivery. Where you refuse an Order, the entire Order must be returned to the delivery staff; partial acceptance with refusal of the balance may not be permitted for perishable items.

6. No return / reverse logistics

For reasons of hygiene and food safety, we do not support returns or reverse pick-up of delivered grocery items once accepted. Where a refund is approved, it will generally be processed without requiring the physical return of the goods.

7. Refund eligibility

You may be eligible for a full or partial refund where:

• an item delivered is damaged, spoiled, expired, or materially different from what you ordered;
• an item you paid for is missing from your Order;
• your Order was cancelled by us, or could not be delivered for reasons attributable to us or our delivery staff;
• you were charged incorrectly or charged more than the applicable price.

8. Post-delivery complaints and timelines

8.1 Eligibility window

If you identify an issue with your Order after delivery, you must raise a complaint through the Platform within twenty-four (24) hours of delivery, with an outer limit of forty-eight (48) hours. Requests submitted beyond this period may not be accepted, except where required under Applicable Law.

8.2 Complaint process

To raise a complaint, select an appropriate reason and provide details of the issue. You may be required to submit supporting evidence, including photographs of the item or packaging, to help us assess the complaint.

9. How refunds are processed

Approved refunds are credited to your Original Payment Method in accordance with applicable Reserve Bank of India (RBI) guidelines. For cash-on-delivery Orders, refunds are made to your bank account, UPI, or wallet as provided by you. Refunds are typically processed within five (5) to fourteen (14) business days, depending on your bank or payment provider. We are not responsible for delays caused by banks or third-party payment processors.

10. Refund amount and components

Refunds may be full, partial, or nil depending on the circumstances and fault attribution. Where the issue is attributable to us, the refund may include delivery charges. Where the issue is attributable to you (for example, an incorrect address or refusal without valid reason), the refund may be reduced or denied, including delivery charges. Platform and handling charges are generally non-refundable unless otherwise determined by us or required under Applicable Law.

11. Refund determination and review

All refund requests, including those arising from delivery failure, refusal, or post-delivery complaints, are subject to review by us. We will assess each request fairly based on the nature of the issue and the evidence provided, and determine whether a refund is payable and, if so, the amount and eligible items. Such determination is made reasonably and in good faith, subject to your rights under Applicable Law.

12. When refunds may be declined

• complaints raised after the eligibility window in Section 8;
• change of mind after the Order has been packed or delivered;
• delivery failure caused by an incorrect or incomplete address, unavailability, or refusal without valid reason;
• where the item has been used, consumed, or tampered with after delivery, except where the defect is inherent;
• suspected misuse, fraud, or abuse of the refund mechanism.

13. Fraud, misuse and abuse

We reserve the right to reject any refund request, withhold refunds, suspend or terminate Accounts, or take appropriate legal action in cases of suspected fraud, misuse, misrepresentation, or repeated abuse of the cancellation or refund mechanism.

14. Your statutory rights

Nothing in this Policy limits or affects your rights under the Consumer Protection Act, 2019 or any other Applicable Law. You may approach the appropriate Consumer Disputes Redressal Commission if you are not satisfied with the resolution of your complaint.

15. Grievance redressal

If you are not satisfied with the handling of a cancellation or refund, you may contact our Grievance Officer:

• Name: [GRIEVANCE OFFICER NAME]
• Email: support@shreebajrang.com
• Phone: +91 99251 05022
• Address: Ground Floor, 02, Shilp-3, Sindhu Bhavan Road, Ahmedabad, Gujarat, India 380054

We will acknowledge your complaint within forty-eight (48) hours and endeavour to resolve it within one (1) month. This Policy is governed by the laws of India, subject to the jurisdiction of the courts at Ahmedabad, Gujarat, India.

Last updated: 20 June 2026

— End of Refund & Cancellation Policy —