Return & Refund Policy
Grooso Return, Refund & Cancellation Policy
At Grooso, we aim to provide a reliable, transparent, and customer-friendly shopping experience across all Grooso services and categories. This policy explains how cancellations, returns, replacements, refunds, and related concerns are handled across the Grooso ecosystem.
This policy may apply to:
Grooso Nationwide
Grooso Express
Grooso City Mart
Grooso Fresh
Grooso Creatify
Grooso Rental
Grooso Originals
Other Grooso services and future platforms
By placing an order on Grooso, you agree to this policy.
1. Order Cancellation Policy
A. Before Order Confirmation
Orders may be cancelled freely before confirmation or processing begins.
B. After Order Processing Starts
Once a seller, store owner, warehouse, or delivery partner begins processing the order, cancellation may:
Become unavailable
Incur cancellation charges
Be subject to approval depending on the product category
C. Quick Commerce & Hyperlocal Orders
Orders placed under:
Grooso Express
Grooso Fresh
City Mart
may not be cancellable once packing or delivery allocation begins due to the fast-processing nature of these services.
2. Return Eligibility
Products may be eligible for return if:
Wrong product delivered
Product arrived damaged
Product defective or malfunctioning
Missing items in package
Expired product delivered
Significant mismatch from listing description
Return eligibility may vary depending on the product category, seller policy, hygiene concerns, or legal restrictions.
3. Non-Returnable Products
Certain items may not be eligible for returns, including:
Opened consumables
Perishable products
Personal hygiene products
Innerwear and intimate products
Customized or personalized products
Digital products/services
Products damaged due to misuse
Products without original packaging where required
Grooso may also restrict returns in cases of excessive abuse, suspicious activity, or policy misuse.
4. Return Window
Eligible products must generally be requested for return within:
7 days from delivery for standard products
24–48 hours for groceries, perishables, or quick commerce items
Category-specific timelines where mentioned on the product page
Certain products may have replacement-only support instead of refunds.
5. Return Verification Process
To protect customers, sellers, and platform integrity, Grooso may request:
Product photos/videos
Packaging proof
Invoice or order details
Damage evidence
Pickup inspection
In some cases, returns may be approved without physical pickup depending on category, value, or seller policy.
6. Refund Policy
A. Refund Methods
Approved refunds may be processed through:
Original payment method
UPI transfer
Bank transfer
Wallet credits
Grooso credits or promotional balance
B. Refund Timelines
Estimated refund timelines:
UPI/Wallets: 1–5 business days
Bank/Card refunds: 3–10 business days
COD orders: Refund through bank transfer, UPI, or wallet after verification
Actual timelines may vary depending on banks, payment gateways, or financial institutions.
7. Replacement Policy
Certain products may qualify for:
Replacement instead of refund
Repair support
Seller warranty handling
Brand-authorized service assistance
Replacement eligibility depends on:
Stock availability
Seller terms
Product category
Verification outcome
8. Customized & Personalized Orders
Products made under:
Grooso Creatify
Personalized printing
Custom manufacturing
Name/photo customization
Special made-to-order requests
are generally non-refundable and non-returnable unless:
Wrong customization delivered
Manufacturing defect exists
Product arrives damaged
Minor color or print variations may occur due to screen differences and production processes.
9. Grocery, Fresh & Perishable Items
Products under Grooso Express or Grooso Fresh may have limited return eligibility due to the nature of consumable and perishable goods.
Issues such as:
Spoilage
Leakage
Wrong item
Expired products
Missing items
should be reported promptly after delivery.
10. Seller, Store Owner & Third-Party Fulfilled Orders
Some products on Grooso may be fulfilled by independent:
Sellers
Store owners
Vendors
Brand partners
Return and refund handling may vary slightly depending on category and seller-specific policies, while still operating under Grooso platform standards.
11. Failed Deliveries & Undelivered Orders
Refunds may be initiated if:
Delivery cannot be completed
Seller unable to fulfill order
Order cancelled due to operational issues
Payment captured but order failed
Grooso reserves the right to investigate suspicious delivery or refund claims.
12. Fraud Prevention & Abuse Protection
Grooso actively monitors fraudulent activities including:
Fake return claims
Repeated abuse of refund systems
Product switching
Delivery manipulation
Payment fraud
Accounts involved in suspicious activity may face:
Refund restrictions
Return limitations
Account suspension
Legal action where necessary
13. Platform Rights
Grooso reserves the right to:
Approve or reject return/refund requests
Modify return eligibility
Request additional verification
Limit returns for high-risk accounts
Update this policy without prior notice
14. Contact & Support
For support related to cancellations, returns, refunds, or replacements:
Grooso Support
Email: [Insert Official Support Email]
Website/App: [Insert Website]
Please include:
Order ID
Registered mobile/email
Issue details
Supporting images/videos if applicable