Cancellation & refund policy

1. Cancelling an order yourself

You can cancel an order in the app or on the website, from the order’s page under My Orders, at any time until a delivery partner has picked it up from the shop — that is, while it is placed, confirmed, being prepared or ready for pickup. There is no charge for cancelling.

Once the order has been picked up it is on its way to you and can no longer be cancelled in the app. If you need to stop it, contact us through Help & support straight away.

If an order is split across several shops, it can be cancelled only while none of its parts has been picked up.

2. Cancellation by the shop or by us

A shop may cancel an order, or part of it, if an item is out of stock, the address is outside its delivery area, or it cannot fulfil the order for another reason. We may cancel an order we reasonably believe is fraudulent or breaks our terms. Either way we will tell you, and you will not be charged for what was cancelled.

3. Something wrong with your order

If an item is missing, damaged, spoiled, past its expiry date or not what you ordered, tell us within 48 hours of delivery:

1. Open Help & support in the app (Profile → Help & Support) or on the website, and start a new request.
2. Choose the order and the type Order issue or Refund.
3. Describe the problem and which items are affected. A photo helps us resolve it faster.

Where it is safe and practical, check fresh and chilled items when they are handed over, and you may refuse a damaged item at the door.

We review each request with the shop. If it is upheld, we will offer a refund for the affected items or, where the shop can, a replacement.

4. How refunds are made

• Orders are currently paid cash on delivery. If you cancel or the order is cancelled before it is delivered, you have not paid anything, so there is nothing to refund.
• If you have paid and a refund is approved, it is paid by UPI or bank transfer within 5–7 business days of approval. You will be told when it is approved and when it is sent.
• Refunds cover the price of the affected items and, where the whole order is refunded, the delivery and platform fees you paid for it.
• Promotion discounts are not paid out in cash, and loyalty points used on a refunded order are returned to your account where possible.

5. Items that cannot be returned

Because groceries are perishable and for hygiene reasons, we do not accept returns of items that were delivered in good condition and as ordered — for example, if you changed your mind about a fresh, chilled or opened item.

6. Contact

Questions about a cancellation or refund: start a request in Help & support, or email storenedyway@gmail.com. If you are not satisfied with the outcome, you can contact our Grievance Officer, Navjot Singh, at storenedyway@gmail.com.