Last Updated: 07 August 2026

Introduction

At Grocenova Private Limited, customer satisfaction is important to us. Since our products are freshly packed food items, we follow a transparent and customer-friendly Cancellation & Refund Policy while maintaining the highest standards of quality, freshness and food safety.

By placing an order on www.grocenova.in, you agree to the terms outlined in this policy.

1. Order Cancellation

Orders may be cancelled only if they have not been packed or dispatched.

Once an order has been packed or handed over to our delivery partner, cancellation will no longer be possible.

To request cancellation before dispatch, contact our support team immediately at:

Email: contact@grocenova.com

2. Return & Replacement Eligibility

Because our products are food items, returns or replacements are accepted only under the following circumstances:

• Wrong product delivered
• Product damaged during transit
• Product missing from the order
• Product received in spoiled or unusable condition

To qualify for a replacement or refund:

• Request must be raised within 24 hours of delivery.
• Original invoice or order number must be provided.
• Clear photographs or videos of the product and packaging must be shared.
• Product should remain unused except where damage is being reported.

3. Non-Returnable Products

For food safety and hygiene reasons, we cannot accept returns in the following situations:

• Change of mind
• Personal taste preference
• Opened or partially consumed products
• Products damaged due to improper storage after delivery
• Incorrect shipping address provided by the customer
• Failed delivery because the customer was unavailable

4. Refund Process

Once your request has been reviewed and approved by our customer support team, refunds will be initiated to the original payment method used during purchase.

Refunds generally take 5–7 business days, depending on your bank or payment provider.

If payment was made through Razorpay, the refund timeline is also subject to Razorpay’s banking process.

5. Replacement Process

If a replacement request is approved:

• A replacement product will be shipped without additional charges.
• Replacement delivery depends on stock availability and serviceable location.
• If replacement is unavailable, a full refund will be processed.

6. Late or Missing Refunds

If your refund has not been received:

1. Check your bank account.
2. Check your UPI application or payment wallet.
3. Contact your bank or payment provider.
4. If the issue still continues after 7 business days, contact us.

Email:

contact@grocenova.com

7. Incorrect Shipping Address

Customers are responsible for providing accurate shipping information.

Grocenova is not responsible for failed deliveries resulting from:

• Incorrect address
• Wrong PIN code
• Incorrect phone number
• Customer unavailable during delivery attempts

Additional shipping charges may apply for re-dispatch.

8. Contact Us

For cancellation, replacement or refund assistance, please contact us.

Grocenova Private Limited

🌐 Website
www.grocenova.in

📧 Email
contact@grocenova.com

📞 Phone
+91 8840460899

📍 Registered Office

No. 201, B-16,

New Ashok Nagar,

East Delhi,

Delhi – 110096,

India