Refund Policy

This Refund Policy explains when You may request a refund, replacement, or credit for orders placed through GroFresh. It should be read together with our Terms & Conditions and Shipping Policy.

Because products are fulfilled by local stores ("Vendors"), refund outcomes may depend on both GroFresh review and Vendor confirmation. We aim to resolve eligible issues fairly and quickly.

How to raise a request

• Use Help / Support in the GroFresh app for the relevant order, or email grofresh.pro@gmail.com
• Include Your order ID, issue type (missing item, wrong item, quality, non-delivery), and clear photos where helpful
• Raise perishable / quality issues as soon as reasonably possible after delivery — ideally within 24 hours of delivery

Eligible cases

You may be eligible for a refund, partial refund, replacement, or wallet credit when:

• Wrong item — an item delivered does not match what You ordered
• Missing item — an item charged in the order was not delivered
• Quality / spoilage — fresh products arrive damaged, spoiled, or clearly unfit for use (with supporting photos)
• Failed delivery — order was paid but not delivered due to platform or rider failure (not due to unreachable customer or incorrect address)
• Cancelled by Vendor / GroFresh — order cancelled after payment for reasons not caused by You

Cases that are usually not eligible

• Change of mind after the order is prepared or out for delivery
• Incorrect delivery address, unreachable phone, or customer unavailability at delivery
• Minor natural variation in fresh produce (size, color, seasonal look) that does not affect fitness for use
• Issues reported long after delivery without a reasonable explanation
• Promo misuse, suspected fraud, or repeated abusive refund claims

Cancellations

If You cancel while cancellation is still available in the app (before preparation starts), a full refund to the original payment method or wallet is typically issued. Once the Vendor has started preparing or the order is out for delivery, cancellation may no longer be available and refunds follow the eligibility rules above.

Refund method and timing

• Approved refunds are issued to the original payment method or GroFresh wallet, depending on how You paid and operational constraints
• Wallet credits are usually faster; bank / UPI / card refunds may take 5–10 business days after approval, depending on Your bank or payment provider
• Partial refunds may apply when only some items in an order are affected

Replacements

Where stock and delivery capacity allow, We or the Vendor may offer a replacement instead of a monetary refund. You can decline a replacement and request a refund for the affected item(s) where eligible.

Vendor settlements

For Vendors, chargebacks related to customer refunds may be adjusted in settlements according to Your vendor agreement. Repeated quality or fulfillment issues may affect store visibility or account status.

Changes

We may update this Refund Policy from time to time. The "Last updated" date at the top of this page will reflect the latest version. Continued use of the Service after updates constitutes acceptance of the revised policy.