Last Updated: [Date]
This Return & Refund Policy ("Policy") outlines the terms and conditions for returns and refunds for products ("Products") purchased through the website and mobile application of RITKRITI IT SERVICES PRIVATE LIMITED ("we," "us," "our").
Given our commitment to 30-minute delivery, which primarily involves perishable and fast-moving consumer goods, our return and refund options are designed to be swift and fair while accounting for product nature. Please read this Policy carefully before placing an order.
Eligibility: Returns/Refunds are primarily considered for specific scenarios where the Product received is materially different from what was ordered.
Time Window: Due to the perishable nature of most products, you must report any issue within 30 minutes of order delivery. Requests raised after this window will generally not be entertained.
Proof Required: To process a request, you may be required to provide photographic or video evidence of the issue (e.g., damaged product, wrong item).
We offer a full refund or replacement (subject to availability) in the following scenarios:
| Scenario | Description | Action |
|---|---|---|
| Incorrect Product | The Product delivered is different from what you ordered. | Refund or Replacement |
| Damaged/Leaking Product | The Product is physically damaged, broken, or leaking upon arrival. | Refund or Replacement |
| Expired Product | The Product has expired on or before the delivery date. | Full Refund |
| Significantly Spoiled Product | The Product (e.g., fruits, vegetables, dairy) is spoiled, rotten, or unfit for consumption upon delivery. | Refund or Replacement |
| Missing Item | An item from your order is missing from the delivery. | Refund for the missing item |
Due to the nature of our business, returns or refunds are NOT provided for the following:
Change of Mind: You simply changed your mind or ordered a product by mistake.
Minor Quality Issues: For fresh produce (fruits, vegetables), minor variations in size, colour, shape, or minor blemishes that do not affect the edibility of the product.
Products with Short Shelf Life: Products that are near their "best before" or "use by" date, but are not expired at the time of delivery.
Properly Delivered Perishables: Any perishable item that was delivered in good condition but spoils after the delivery time due to improper storage by the customer.
Order Cancellation After Processing: Once an order has been confirmed and handed over to our delivery partner, it cannot be cancelled.
Step 1: Report the Issue
Open the RITKRITI app or website.
Go to "My Orders" and select the specific order.
Click on "Help" or "Report an Issue."
Select the reason for the complaint from the list provided.
You must do this within 30 minutes of delivery.
You will be required to upload clear photos or a short video clearly showing the problem (e.g., the damaged item, the wrong product, the expired date).
Step 2: Verification
Our customer support team will review your request and the provided evidence.
We may contact you for additional information if needed.
In some cases, we may arrange for the physical pickup of the defective product, though this is often waived for low-value items.
Step 3: Resolution
Replacement: If you opt for a replacement and the product is available, we will deliver it at the earliest possible time.
Refund: If you opt for a refund or a replacement is not available, the refund will be processed to the original payment method used for the order.
Refund Timeframe: Refunds may take 5-10 business days to reflect in your account, depending on your bank or payment gateway processing times.
You may cancel an order without any charge only if it is done before the order status changes to "Processing" or "Picked Up."
Once the order is being processed or is out for delivery, cancellation is not possible.
All refunds will be credited to the original source of payment used during the transaction.
UPI/Card/Wallet Payments: Refunded to the same UPI ID, card, or wallet.
Cash on Delivery (COD): Refunded via bank transfer to your account. You will be required to provide your bank details (Account Number, IFSC Code) for processing.
If you have any questions or face any issues while reporting a problem through the app, please contact our customer support team:
RITKRITI IT SERVICES PRIVATE LIMITED
Customer Support Email: [Insert Support Email]
Customer Support Phone: [Insert Support Phone Number]
Operating Hours: [Insert Operating Hours, e.g., 7:00 AM - 11:00 PM]
Our support team will be happy to assist you.
