At Achoose, customer satisfaction and quality assurance are at the heart of our service. Because we deliver perishable goods (such as fresh fruits, leafy vegetables, milk, and curd), we operate a precise Cancellation & Refund Policy to ensure fairness and efficiency.
1. Order Cancellation Criteria
- Before Sourcing & Confirmation (Status: PLACED): You may cancel your order at any time from the app's "My Orders" screen immediately after placement. A complete 100% refund will be issued automatically.
- During Sourcing/Processing (Status: CONFIRMED or PREPARED): Once our local sourcing hub begins packaging your fresh produce or has verified/loaded the items for delivery, cancellations are **not permitted** due to the perishable nature of the food items.
2. Freshness & Quality Returns
We source daily and check quality before dispatch. However, if you receive any item that is damaged, stale, bruised, or incorrect, you can request a refund/replacement instantly:
- You must inspect the items **immediately upon delivery** in the presence of our delivery boy, or report the issue via email/app support within **2 hours** of delivery.
- Please share high-resolution images of the stale or damaged items with your support request to help us process the refund.
- Approved quality claims will receive an instant full refund or a free replacement dispatched with our next active delivery slot.
3. Non-Delivery and Failed Handover
If our delivery partner arrives at your address and is unable to reach you or complete the handover within 10 minutes (due to incorrect phone number, unanswered calls, or restricted building access), the items must be returned to the local hub. Because perishables cannot be re-stocked, a cancellation fee of 100% of the order value will apply, and no refund will be issued.
4. Refund Processing Timelines
Once a refund is approved by our billing team (either due to a cancelled eligible order, an out-of-stock item, or a quality return):
- The refund transaction is initiated immediately via our payment partner, **Razorpay**.
- The refunded amount is credited back to your original source of payment (e.g., your UPI ID, original debit/credit card, or net banking account).
- Under standard banking processing rules, refunds take **5 to 7 business days** to reflect in your bank statement.
5. Support & Disputes
If your refund has been approved but has not reflected in your bank account after 7 business days, please reach out to us with your Order ID and transaction logs at **support@achooseonline.in** and we will resolve it immediately.