Return policy

Policy:
Products purchased in all categories will be eligible for returns under the return policy except fresh produce including dairy products, vegetables, frozen products.

“If you have received a damaged or defective product or if it is not as described, you can raise a replacement request through our customer service desk, within 3 days from delivery of the product including the day of delivery. In a rare event of the replacement being defective/damaged or not as described on the product page, a full refund will be provided by the seller at the time of pick-up of the product.

The products are to be returned in the original packaging delivered to the customer in sealed condition. In case the packaging is opened and used, and if there are quality deficiencies found in the product within 3 days of delivery of the product, the customer has to immediately inform customer care and log a complaint. Replacement of the product shall be provided to the customer on the next working day.

The policy shall not apply on products sold in offers which include near-expiry products.
Any freebies delivered as part of the order are to be returned in whole. The products shall not be accepted in case the freebie is not available.”

Vegetables : In the case of onions and potatoes, products have to be rejected at the time of delivery. no returns will be accepted post this.

Returns pick-up

The pick-up address for the defective or returnable product shall be the point of original delivery of the product. During pick-up, the delivery executive will check the following,
•        Product should be unused
•        The complete product has to be returned
•        The correct product delivered by Jumbotail has to be returned
•        The product should not be damaged
•        The product has to be returned in original packaging delivered (if applicable)

In case the product is opened/used and a replacement or refund request is accepted, the product shall be weighed at the time of return and a refund issued minus the value of the product consumed.

The need to weigh shall apply to certain categories - Rice, Pulses, Sugar, Flours.

FAQs

Q.        If a customer ordered for the product and cancels the order at the point of delivery, does the policy apply?
A.        In case of a cancellation at the point of delivery, the customer care has to be informed by the customer or by the FE.
Q.  If a customer wants to return after the 3-day return window, how do we address the situation?
A. No returns will be allowed after the 3-day return window. The customer has to be politely explained the return policy once again while declining the returns.
Q. In case customer calls up regarding a physical damage to the product post-delivery which was not detected at the point of delivery?
A. Return will be accepted from the customer.
Q. If a customer claims to have sold a product in which he discovered a deficiency. He is not in possession of the product.
A. If the product is not returned physically in the original packaging delivered, the policy shall not be applicable.
Q. If freebies have been delivered as part of the order and 1 of the freebies is missing or has been consumed.
A. The return product shall not be accepted from the customer in case the freebie is not returned.
Q. What happens if the product pricing has changed?

A. The product returns will be accepted in case of a change in price.

Q. What happens if the customer doesn't like the quality of the product (i.e. the SKU) and doesn't want a replacement?

A. The customer will be provided with options in the same price range and quality. In case he does not like the quality of the product still, he will provided with a refund in the original mode of payment.