Return & Refund Policy
Return & Refund Policy – Grooso
Effective Date: May 13, 2025
Last Updated: May 13, 2025
At Grooso, we strive to ensure a smooth and satisfying shopping experience for all our customers. If you are not entirely satisfied with your purchase, we're here to help. This policy outlines the conditions under which returns, replacements, and refunds are accepted.
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1. Return Eligibility
Returns are accepted under the following conditions:
1.1 Damaged, Defective, or Incorrect Products
You are eligible for a return or replacement if:
The product is damaged or defective
The wrong item was delivered
The item is missing parts or accessories
Note: You must report such issues within 48 hours of delivery via our support email or app.
1.2 Non-Returnable Items
Certain items are not eligible for return, including:
Perishable goods (e.g., fruits, vegetables, dairy, frozen food)
Personal care and hygiene products (unless sealed and unused)
Customized or personalized items (e.g., printed T-shirts, gift mugs)
Items marked as "Non-returnable" on the product page
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2. Return Process
To initiate a return:
1. Go to Orders in the Grooso app or website
2. Select the item you wish to return
3. Choose the appropriate reason and upload images (if applicable)
4. Submit the request
Our team will review the request and schedule a pickup or provide further instructions within 24–48 hours.
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3. Refund Policy
3.1 Refund Methods
Once your return is approved and the item is picked up or validated:
Prepaid Orders: Refund will be processed to the original payment method within 5–7 business days
Cash on Delivery (COD): You will be asked to provide UPI/bank details for refund processing
3.2 Refund Timelines
Refunds are initiated once the return is approved and verified
Refund timelines may vary depending on your bank or payment provider
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4. Order Cancellation
4.1 Before Dispatch
You can cancel an order before it is dispatched via the app/website. Full refund (if prepaid) will be processed immediately.
4.2 After Dispatch
Cancellations post-dispatch are not allowed, especially for:
Express delivery items
Perishable products
If an issue arises after delivery, please raise a return request instead.
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5. Exchange Policy
For eligible categories (such as apparel or accessories), we may offer an exchange option based on stock availability.
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6. Abuse of Policy
Grooso reserves the right to deny returns or refunds in case of:
Repeated return abuse
Fraudulent claims
Violation of platform terms
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7. Contact & Grievance Redressal
If you have any issues regarding returns or refunds, please contact:
Email: groosoindia@gmail.com
Phone: +91 9059936447
Grievance Officer: Mazahar Ahmed
Response Time: Within 48 hours of complaint receipt
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We appre
ciate your trust in Grooso. Our policies are designed to be fair, transparent, and customer-friendly, while maintaining platform integrity.