Refund & Cancellation Policy

1. Overview

At Instakart, we strive to ensure you receive fresh, quality groceries every time. This policy outlines the conditions under which you may cancel an order or request a refund.

2. Order Cancellation

2.1 Cancellation by Customer

• Before order is accepted: You may cancel the order at no charge. The full payment amount will be refunded.
• After order is accepted but before pickup: You may cancel the order. The full payment amount will be refunded.
• After order is out for delivery: Cancellation is not permitted once the delivery partner has picked up the order.

2.2 Cancellation by Store/Instakart

We may cancel your order in the following circumstances:

• Product(s) in your order are out of stock and no suitable substitute is available.
• Your delivery address is found to be outside the active delivery zone.
• Payment verification fails or a fraudulent transaction is suspected.
• Force majeure events (natural disasters, extreme weather, etc.) prevent delivery.

In all such cases, a full refund will be initiated automatically.

3. Refund Eligibility

You may request a refund in the following scenarios:

• Wrong item delivered: You received a product different from what you ordered.
• Damaged or spoiled item: The product was damaged, expired, or visibly spoiled upon delivery.
• Missing items: One or more items from your order were not delivered.
• Quality issues: The product does not meet reasonable quality standards (e.g., rotten fruits/vegetables).

4. How to Request a Refund

1. Open the Instakart app and go to My Orders.
2. Select the order in question.
3. Tap "Report Issue" and select the relevant reason.
4. Upload a photo of the damaged/wrong item (if applicable).
5. Submit the request.

Alternatively, you may email us at sidharth@devlune.in with your order ID and details of the issue.

Refund requests must be submitted within 24 hours of delivery. Requests after this window may not be eligible.

5. Refund Process

• Online payments (UPI, card, net banking, wallets): Refunds are processed back to the original payment method via Razorpay. Please allow 5–7 business days for the refund to reflect in your account.
• Cash on Delivery (COD): Refunds for COD orders will be credited to your Instakart wallet (if available) or processed via bank transfer. You may be asked to provide bank account details.

6. Non-Refundable Scenarios

Refunds will not be provided in the following cases:

• Change of mind after delivery (you no longer want the product).
• Incorrect address provided by you, resulting in failed delivery.
• You were unavailable at the delivery address and the order was returned.
• Minor cosmetic differences in product packaging or appearance that do not affect quality.
• Products used, consumed, or tampered with after delivery.

7. Partial Refunds

If only some items in your order are affected (e.g., one damaged item in a multi-item order), a partial refund will be issued for the affected items only.

8. Refund Timeline

9. Dispute Resolution

If you are unsatisfied with the resolution of your refund request, you may escalate the matter by emailing sidharth@devlune.inwith the subject line "Refund Dispute — [Order ID]". We will review and respond within 48 hours.

10. Contact Us

For refund-related queries:

• Email: sidharth@devlune.in
• Studio: DevLune — devlune.in