Refund & Return Policy

Last updated: June 25, 2025

1.1. Scope & Definitions

• “Order” means any purchase placed by a Customer through the GrapzoNow app or website.

• “Perishables” include fresh fruits, vegetables, dairy, meat, fish, and bakery items.

• “Non-Perishables” include packaged goods, household supplies, and e-commerce merchandise.

1.2. Cancellation of Orders

1. Pre-Dispatch Cancellation

   • Customers may cancel an Order within 5 minutes of placement at no charge.

   • Beyond 5 minutes and before packing, a 5% processing fee applies.

2. Post-Dispatch Cancellation

   • If the Order has been packed or is out for delivery, cancellations are disallowed.

   • To refuse delivery, simply decline the items; they will be returned to the nearest fulfillment center.

1.3. Returns & Replacements

1.3.1. Perishables

• Reporting Window: Must notify support within 60 minutes of delivery.

• Eligibility:

  • Spoiled, overripe, moldy, or bruised beyond reasonable tolerance.

  • Items not matching the description (e.g., weight, grade).

• Process:

  1. Upload clear photographs of affected items via app or email.

  2. Our Quality Team will review within 2 hours.

  3. Approved claims will be fulfilled by:

     • Replacement dispatched within 60 minutes (where feasible), or

     • Full Refund to original payment method within 5–7 business days.

1.3.2. Non-Perishables

• Reporting Window: Within 24 hours of delivery.

• Eligibility: Opened but defective/damaged, or sealed goods with broken seals.

• Process:

  1. Log a return request via your order history.

  2. Pack the item in original packaging; our courier will collect it within 1 business day.

  3. On receipt and inspection at our warehouse (within 48 hours), we will process:

     • Replacement (if in stock) within 24 hours, or

     • Refund (item cost + shipping) within 5 business days.

1.4. Refund Mechanics

• Method: Refunds credit the original payment instrument.

• Timeline: 5–7 business days for cards; 1–2 business days for wallets/bank transfers.

• Notifications: Automated email/SMS alerts at each stage (claim received, approved, refunded).

1.5. Exceptions & Special Cases

• Promotional/Bulk Buys: Subject to vendor-specific terms; check individual product pages.

• Non-Returnable Items: Clearance, personalized products, and hygiene items (e.g., tampons) are final-sale.

• Force Majeure: No liability for spoilage during natural disasters, extreme weather, or logistical disruptions beyond our control.