Refund & Cancellation Policy

Last Updated: September 25, 2026

At Omni Grocery, we strive to provide fresh, quality products and a smooth shopping experience. This Refund & Cancellation Policy explains the circumstances under which you may cancel an order, request a refund, or report an issue with a product purchased through our website, omni-grocery.com.

By placing an order on our Website, you agree to the terms described below.

1. Order Cancellation

Customers may request cancellation of an order before the order has been dispatched or handed over for delivery.

To request a cancellation, please contact us as soon as possible with your order number and registered contact details.

Once an order has been dispatched or is out for delivery, cancellation may not be possible.

If an eligible cancellation is approved, the amount paid for the cancelled order will be refunded to the original payment method, subject to applicable payment processing timelines.

2. Cancellation by Omni Grocery

We reserve the right to cancel an order in circumstances including, but not limited to:

Product availability issues
Incorrect or incomplete delivery information
Pricing or product listing errors
Payment authorization or payment-related issues
Suspected fraudulent or unauthorized transactions
Delivery restrictions or service-area limitations
Unforeseen circumstances affecting fulfilment
Any other circumstances where fulfilment of the order is not reasonably possible

If we cancel an order for which payment has already been received, the eligible amount will be refunded to the original payment method.

3. Refund Eligibility

Refunds may be considered in situations such as:

You received a damaged product.
You received an incorrect product.
A product is missing from your order.
The product received is materially different from the product ordered.
A product is spoiled, leaking, or otherwise unsuitable for consumption at the time of delivery.
Your order was cancelled by Omni Grocery after payment was successfully received.
A refund is otherwise required under applicable law.

For grocery and food-related products, refund or replacement requests should generally be reported as soon as possible after delivery, preferably within 24 hours, because the condition of perishable products can change over time.

4. Non-Refundable or Generally Non-Returnable Items

Due to the nature of grocery and food products, certain items may not be eligible for return or refund after successful delivery unless they are defective, damaged, incorrect, spoiled, or otherwise covered by applicable law.

This may include:

Fresh fruits and vegetables
Dairy products
Food and beverages
Opened or used food products
Perishable products
Products damaged after delivery due to improper storage or handling by the customer
Products for which the customer has provided incorrect delivery information

Non-perishable products may be considered for return or refund depending on the condition of the product and the circumstances of the request.

5. Damaged, Incorrect, or Missing Products

If your order arrives damaged, contains the wrong product, or has a missing item, please contact us promptly.

To help us process your request, we may ask you to provide:

Order number
Product name
Description of the issue
Photographs or videos of the product and packaging
Delivery details
Any other information reasonably required to verify the issue

After reviewing the request, Omni Grocery may provide a replacement, refund, store credit, or another appropriate resolution depending on the circumstances.

6. Refund Process

Once your refund request is approved, we will initiate the applicable refund.

For prepaid orders, refunds will generally be made to the original payment method used for the transaction.

The time required for the refunded amount to appear in your account may depend on your bank, card issuer, UPI provider, payment gateway, or other financial institution.

Omni Grocery is not responsible for delays caused by banks, payment processors, or other third-party financial institutions.

7. Partial Refunds

In certain situations, only part of an order may be eligible for a refund.

For example, if:

One or more products are missing;
A particular product is damaged;
An incorrect product was delivered; or
Only certain items in an order are unavailable,

we may issue a refund for the affected product(s) rather than the entire order.

8. Replacement

Where appropriate and subject to product availability, Omni Grocery may offer a replacement instead of a refund.

Replacement eligibility will depend on:

Product availability
Condition of the product
Nature of the complaint
Delivery location
Time elapsed since delivery

For perishable products, replacement requests should be made promptly after delivery.

9. Refunds for Cancelled or Unfulfilled Orders

If an order is cancelled by Omni Grocery before fulfilment and payment has already been collected, the eligible amount will be refunded.

If only part of an order cannot be fulfilled, we may refund the amount applicable to the unavailable product(s), while the remaining available products may continue to be processed.

10. Cash on Delivery Orders

For Cash on Delivery (COD) orders, no advance payment refund will generally be applicable where no payment has been collected.

If a refund is due for a COD order, Omni Grocery may request appropriate bank or payment details to process the refund, subject to verification and applicable procedures.

11. Failed or Duplicate Payments

If your payment has been deducted but your order was not successfully created, please contact us with the relevant transaction details.

Similarly, if you believe you have been charged more than once for the same order, please contact us so that we can verify the transaction and process any eligible refund.

Refunds for failed or duplicate transactions are subject to confirmation from our payment gateway, bank, or other applicable payment service provider.

12. Refund Exceptions

A refund may not be approved where:

The issue was caused by improper storage or handling after delivery.
The customer provided an incorrect or incomplete delivery address.
The product was damaged after delivery by the customer.
The customer cannot reasonably establish that the issue relates to the delivered product.
The request is made outside the applicable reporting period.
There is evidence of misuse or fraudulent refund claims.

These exceptions are subject to applicable consumer protection laws and regulations.

13. How to Request a Refund or Cancellation

To request a cancellation, refund, replacement, or report an issue with an order, please contact us with:

Order Number:
Customer Name:
Registered Mobile Number:
Product Name:
Reason for Request:
Photos/Videos, if applicable:

Contact Details

Omni Grocery
Phone: +91 78359 48531
Email: partnerships@omni-grocery.com

You may also contact us through the contact details provided on our Website.

14. Policy Changes

Omni Grocery reserves the right to update or modify this Refund & Cancellation Policy from time to time.

Any changes will be published on this page with an updated "Last Updated" date.

We recommend reviewing this policy periodically to stay informed about our current refund and cancellation procedures.

15. Contact Us

If you have any questions regarding cancellations, refunds, replacements, or an issue with your order, please contact: