Thank you for shopping on the Grofii platform. We operate a localized dark store fulfillment network in Rajasthan to deliver fresh fruits, vegetables, dairy, pantry staples, and cafe desserts directly to your doorstep in 10 minutes. Because of the lightning-fast nature of our service, our refund and cancellation policies are tailored accordingly.
1. Cancellation Policy
Since we aim to pack and dispatch your orders within 2 minutes of checkout validation:
- Before Dark Store Dispatch: You may cancel your order free of charge within 60 seconds of order placement directly through the customer interface, or until the status changes to "Order Dispatched".
- After Dark Store Dispatch: Once the order has been assigned to a delivery fleet partner and has left our micro-hub, cancellations are not permitted. If you refuse delivery at the doorstep, a cancellation fee of up to 100% of the order value may be charged to cover the cost of prepared items and rider compensation.
2. Refund Eligibility & Claims
We take extreme care in sourcing fresh produce and preparing cafe items. However, if you receive an order that does not meet your expectations, refunds are granted under the following circumstances:
- Perishable Goods (Dairy, Waffles, Vegetables): Fresh items must be inspected at the time of delivery. If you receive spoiled, sour dairy, stale desserts, or damaged produce, you must file a support ticket or call our Helpline within 2 hours of delivery. Claims made after this window will not be eligible for refunds.
- Non-Perishable Goods (Staples, Cleaning Supplies): For packaged items, stationery, or electronics, you must report issues (damaged packaging, expired items, incorrect quantity) within 24 hours of delivery.
- Missing or Incorrect Items: If any item listed on your invoice is missing from your delivery bag, please report it within 2 hours to receive a refund or immediate redelivery.
3. Restocking and Refund Exclusions
Refunds will not be issued in the following scenarios:
- Incorrect delivery address provided during checkout.
- Unavailability of the customer or failure to answer contact attempts by the delivery partner at the doorstep.
- Failure of face-to-face age verification for Paan Corner or 18+ tobacco/wellness items. If delivery fails because the recipient is underage or lacks proper ID, the restricted items will be returned to the store and a restocking fee will apply.
4. Refund Settlement & Timelines
Once your refund request is verified and approved by our support desk:
- Online Payments (UPI, Cards, Wallets): The refund will be initiated back to your original source of payment. Funds generally reflect in your account within 5 to 7 business days, depending on your bank's processing cycles.
- Cash-on-Delivery (COD) Payments: Approved refunds for COD orders can be credited instantly as Grofii Coins to your customer profile wallet (redeemable on your next order) or transferred via UPI to your verified UPI ID within 24 hours.
5. Contact Support
To register a refund or cancellation claim, please open the User App support page or reach out to our team immediately using the details listed in our Support Desk section in the footer.
