Cancellation & Refund Policy
Last updated: October 2026 • 100% Razorpay & Consumer Protection Compliant
1Order Cancellation Policy
A. Customer-Initiated Cancellation
Due to the perishable nature of fresh groceries and customized preparation of hot restaurant food:
- Immediate Cancellation Window: You may cancel your order free of charge within 2 minutes of placing it, or before our store staff has accepted and commenced packing or cooking.
- How to Cancel: You can request an immediate cancellation by navigating to the Track Order page or by instantly contacting our dedicated WhatsApp support team at +91 98765 43210 with your Order ID (e.g. #RK-1234).
- After Preparation/Dispatch: Once the kitchen has commenced cooking your food order or our delivery partner has picked up your grocery order, cancellation requests cannot be accepted as the items cannot be resold or re-routed.
B. Store-Initiated Cancellation
RK Mart reserves the right to cancel an order under the following extraordinary circumstances:
- In the rare event that an ordered item is unexpectedly out of stock and no suitable replacement is approved by the customer.
- If the delivery address is unserviceable, beyond our operating radius in Guntur, or inaccessible due to severe natural events or curfews.
- Inability to contact the customer via WhatsApp or phone at the provided contact details during delivery attempt.
✓ In all cases of store-initiated cancellations where the customer is not at fault, a 100% full refund is issued immediately.
2Returns & Replacement Policy
Because we deliver consumable foods, fresh dairy, and perishables, standard return windows do not apply. However, we take full responsibility for product quality at the moment of delivery:
- Eligible Return Reasons:
- Damaged, crushed, leaked, or broken packaging upon delivery.
- Spoiled, expired, or substandard fresh fruits, vegetables, or dairy products.
- Wrong item or missing item delivered compared to the order summary.
- Reporting Window: Any grievance regarding damaged, missing, or defective items must be reported within 2 hours of order delivery with a clear photograph/video of the issue via WhatsApp to +91 98765 43210 or via email to support@rkmart.com.
- Resolution Choice: Upon quick photo verification, you may choose between an immediate free replacement delivery or a full refund for the affected item.
3Refund Method & Turnaround Timelines (SLA)
How will your refund be paid?
All approved refunds for online payments are credited directly back to the original source payment instrument (the exact same UPI ID, Debit Card, Credit Card, Net Banking account, or Digital Wallet) used during checkout through the Razorpay Payment Gateway.
Turnaround Timeframes (TAT)
* Note: "Business working days" exclude Sundays and national banking holidays. The exact reflection time depends on the customer's issuing bank clearing policies under Reserve Bank of India (RBI) guidelines.
4Non-Refundable Circumstances
Refunds cannot be issued under the following circumstances:
- Customer provides an incorrect, incomplete, or unlocatable address or an unreachable phone number resulting in failed delivery.
- Customer refuses or is unavailable to collect the delivery after the delivery partner reaches the destination address.
- Perishable items spoiled due to improper storage by the customer after successful handover.
- Complaints raised past the designated 2-hour window following delivery.
Have a Query About a Refund or Cancellation?
Our customer happiness team is ready to resolve your issue immediately: