At Grozi, our priority is to deliver fresh groceries, clothing, toys, and daily essentials rapidly and reliably. We stand behind the quality of our products. This policy outlines the conditions under which refunds are processed to ensure a smooth and transparent experience for our users.
Refund & Cancellation Policy
Clear, transparent, and customer-friendly guidelines.
Effective Date: February 28, 2026
1. Eligibility for Refund
We want you to be completely satisfied with your order. You are eligible to request a refund or return under the following circumstances:
- Damaged or Defective Products: If an item arrives damaged, broken, or in an unusable condition.
- Wrong Product Delivered: If the item you received does not match the item you ordered on the app.
- Non-Delivered Orders: If your order was accepted and confirmed but our delivery partner failed to deliver the items to your location.
- Expired Items: If any grocery or essential item delivered has crossed its stated expiry date.
2. Non-Refundable Cases
To maintain fairness and operational efficiency, certain situations are strictly non-refundable:
- Change of Mind: We do not offer refunds or accept returns if you change your mind about a product after the delivery has been successfully completed and accepted.
- Incorrect Address Provided: As all delivery locations must be entered manually by the user, orders that cannot be delivered—or are delivered to the wrong location—due to an inaccurate, incomplete, or incorrectly typed address are non-refundable.
- Used or Opened Items: Products that have been unsealed, partially consumed, or used (especially personal care items and perishables) cannot be returned for hygiene and safety reasons.
3. The Refund Process
If your issue meets our eligibility criteria, the refund process is straightforward:
- Initiation: You must raise a refund request via the Grozi app or by contacting our support team within 24 hours of delivery. Please include photographic evidence if the item is damaged or incorrect.
- Verification: Our team will review the request and the provided evidence. We may arrange a reverse pickup if deemed necessary.
- Processing Time: Once the refund is approved and verified, please allow 5 to 7 business days for the amount to be fully processed and reflected in your account.
4. Payment Mode & COD Refunds
Because Grozi operates on a Cash on Delivery (COD) basis, refunds require an alternative digital transfer method to return your cash safely.
Refunds will be credited back to your original payment method. If you paid via Cash on Delivery (COD) and a post-delivery refund is approved, our support team will contact you to collect your preferred Bank Account details, UPI ID, or Grozi Wallet account. The refund amount will be securely transferred to this designated digital account within the 5-7 business day window.
5. Contact Support
If you have any questions regarding a refund, need to report an issue with an order, or require further assistance, please reach out to our dedicated support team. We are always here to help.
Email: [email protected]
6. Important Legal Policies & Links
For more detailed information regarding your usage of Grozi and our operations, please review our other legal policies below: