Foodondoor Private Limited, having its registered office at JGF House, In Front of Baghira Apartment, Vande Matram Square, Bittan Market, Bhopal – 462 016, Madhya Pradesh, India having its registered address at (“FOODONDOOR”, “we”, “us” or “our”) is operating the mobile application/website https://www.foodondoor.in/ (collectively referred to as the “Foodondoor Platform”), through which it inter alia facilitates the sale and purchase of nd non-perishable food products and households products and such other products on the Foodondoor Platform (“Products”) to the users of the Foodondoor Platform (“User” or “Users” or “you” or “your”).
We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return. While transacting on the Foodondoor Platform, you can expect a hassle-free experience in returning the Product that you have ordered and can rely on us as your preferred shopping destination.
This cancellation, return and refund policy (“Policy”), together with the Terms sets out our procedures and policies in accepting Product cancellation, return and refund thereof.
- APPLICABILITY OF POLICY
- By agreeing to use the Foodondoor Platform and/or initiating a request for purchase of Product(s) on the Foodondoor Platform, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the Foodondoor Platform.
- Please note that we may from time to time change the terms of the Policy that govern your return, refund or cancellation of an order for Products on the Foodondoor Platform. Every time you wish to use the Foodondoor Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.
- TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS
- Cancellation of Products
- Once you place the order for a Product, you cannot cancel it for any reason. You can add or remove items from your cart before 12:00 am from the time and date you have added item to cart/basket, all the items placed/added in the cart at 12:00 am shall be considered as final order and the process of delivery shall start accordingly.
- Return of Products
- You may initiate the request for return of the Product if: (i) Product is damaged; (b) both the Product and shipping package have been damaged; (iii) Product is defective or is not in working condition; (iv) the Product is of bad quality; (v) parts of the Product or accessory is missing; (vi) the Product delivered is different from what was ordered basis the Product description provided on the Foodondoor Platform; or (vii) you are dissatisfied with the purchased Product (“Non-Compliant Product”). You shall initiate such requests for a return within 72 (seventy two) hours from the date on which you receive the delivery of the Product (“Return Period”).
- You shall keep the Products in its unused, original condition, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for return of such Product subject to the terms of this Policy.
- If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the Foodondoor Platform. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Product received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.
- Your return will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return of such Products, such as the Product being returned in original condition (including water seal stickers in case of fragrances), along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein, no damage having occurred post-delivery of the Product while in your possession etc.
- You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product, (ii) if the Product belongs to non-returnable Product category (For instance, personalised Products that are not suitable for return based on their nature), (iii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the Return Period. Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.
- You can return the Product(s), purchased from us provided the Product(s) satisfy below mandatory conditions:
- The Product has not been worn, cleaned or tampered with by you.
- The price tag /bar code, brand tags, original packaging material, accompanying accessories is intact and not altered, damaged or discarded by you.
- The Product is not altered, unless proven vendor defect.
- Return is being initiated against the order under which it was bought and from same account and the serial number/ bar code of the Product matches our records.
- There is no foul odour, perfume, stains, dents, scratches, tears or damage on the Product.
- The Product(s) if bought as a set should be exchanged as the complete set.
- Products returned should be in unused, undamaged, unwashed and in a saleable condition.
- We are satisfied that the Product has not been rendered defective or unusable.
- We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.
- Return of purchased Products are facilitated through our reverse-logistics partners. On receipt of request for return of Product on the Foodondoor Platform and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to collect the purchased Products from you.
- At the time of raising a request for return the Products on the Foodondoor Platform, you may seek refund for the Non-Compliant Product.
- Please be informed that when you opt to return the Products, upon our verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within a period of 72 (seventy two) business hours from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by us are fulfilled, such as the Product being returned in original condition, along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment.
- We do not make any cash refunds. The amount will be refunded within 72 (seventy two) business hours to your Foodondoor wallet.
- We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.
- If it is found that your return/refund request fraudulent, Foodondoor Platform reserves the right to block your account with immediate effect, and discontinuation of all services including and not limited to the pre-paid orders on the Foodondoor Platform.
- You Agree and Confirm:
- That in the event of a delivery failure on account of a mistake made by you (i.e. wrong name or address or any other wrong information) any extra cost incurred by us for redelivery shall be claimed from you;
- That the many Products sold on the Foodondoor Platform are of perishable nature, and any spoilage of the delivered Products due to delay in collection of the products from your doorstep or the delivery point, Foodondoor Platform shall not be held responsible for that and no refund could be claimed towards such spoilage;
- That you will use the services provided by the Foodondoor Platform, its affiliates, consultants and contracted companies, for lawful purposes only and comply with all applicable laws and regulations while using and transacting on the Site.
- Customer Support
Any queries or concerns relating to the Fees and Payment may be directed by you to our customer support team who can be contacted at:
firstname.lastname@example.org or Help section of the Foodondoor Platform