Return & Refund

a. Grosale shall confirm and initiate the execution of the transaction initiated by Users upon receiving confirmation from Users for the same. If Users wish to cancel a transaction on the Platform, they shall select the cancel option on the Platform. It is to be noted that Users may have to pay a cancellation fee for transactions initiated on the Platform for which work has already been commenced by the Delivery Partner or the Merchant, as the case may be.

b. Products once delivered are non-returnable/ non-replaceable/ non-exchangeable, save and except: (a) if the product is damaged, defective, expired at the time of delivery or incorrectly delivered, and (b) if the return/ exchange policy listed with respect to the relevant product expressly and specifically permits the same – if so, the return/ exchange requests shall be processed within 24 hours from delivery.

c. Grosale may cancel transactions initiated by Users on the Platform, on the instructions of the Merchants/Delivery Partners, if :

• 1. The designated address provided by Users is outside the service zone of Grosale.
  2. There is no User response via phone or any other communication channel at the time of confirmation of the order booking.
  3. The transaction involves supply/delivery/purchase of any material good that is illegal, offensive or violative of the Terms of Use.
  4. The User is not physically present or is unreachable once the Delivery Partner reaches the designated delivery location, for a period in excess of fifteen (15) minutes.
  5. Information, instructions and authorisations provided by Users are not complete or sufficient to execute the transaction.
  6. If a Delivery Partner is not available to perform the services.
  7. If the transaction cannot be completed for reasons not in control of Grosale.
• d. Users shall only be able to claim refunds for transactions initiated if they have already pre-paid the fees with respect to such transaction. Subject to relevant Grosale's refund policy and in accordance therein, Users shall be eligible to get the refund in the following circumstances:
  • The package has been tampered or damaged at the time of delivery, as determined by Grosale basis the parameters established by Grosale in its sole discretion.
  • If the wrong Item has been delivered to Users, which does not match with the Item for which the Users had initiated a transaction on the Platform, provided however, that such change in Item was not previously communicated to the User.
• e. All decisions with respect to refunds will be at the sole discretion of Grosale and in accordance with Grosale's internal refund policy and the same shall be final and binding. All refunds initiated by Grosale shall be refunded to the financial source account from which Users have initiated the transaction on the Platform.
• f. All refunds/returns will be processed within 7 working days from the date of return/refund/ cancellation approval of the product subject to satisfactory checks.
• g. All refunds shall be made in Indian Rupees only.

Non Refundable/returnable & Non Cancellable Items: Fresh Produce, any meat items, Chicken, Fish, Poultry, Dry Fish.