Cancellation & Refund Policy

1When Can You Cancel?

You may cancel your grocery order free of charge directly in the Kapit app or website while the order status is “PLACED” (prior to our warehouse team packing fresh produce).

To cancel an order in this window:

1. Go to My Orders.
2. Select your active order and click “Cancel Order”.
3. If prepaid via UPI, the cancellation triggers an automated full refund back to your source account immediately.

2When Cancellation is Restricted

Because Kapit deals in fresh farm produce, dairy, bakery items, and temperature-controlled perishables, order cancellation cannot be processed once:

• The order has transitioned to “PACKED” or “PREPARING” status at the hub.
• The order has been assigned to a delivery partner and is “OUT FOR DELIVERY”.

This policy avoids food waste of customized orders and perishable stock.

3Unavailable & Out-of-Stock Items

If any item in your order becomes unavailable due to inventory depletion or quality inspection failure at our hub:

• We will fulfill the remaining available items in your order.
• The unavailable item is automatically deducted from your final bill.
• If you paid online via UPI, an automatic pro-rata refund for the missing item is initiated to your bank account immediately.
• If you selected Cash on Delivery, your bill total will simply be reduced accordingly upon doorstep handover.

4Damaged, Leaking or Missing Items

If an item delivered to you is broken, spoiled, curdled, expired, or missing from the bag:

• Notify us within 24 hours of delivery for perishables (vegetables, milk, fruits) or within 48 hours for packaged grocery staples.
• Contact Customer Care with your Order ID and an optional photograph of the damaged product.
• We will either dispatch an express replacement within our next delivery run or process an unconditional full refund for that product.

5Refund Methods & Processing Timelines

Refunds are credited through the original payment channel:

6Cash on Delivery (COD) Refunds

For COD orders where payment was handed to the rider in cash, refunds for reported issues are handled by asking the customer for their preferred UPI ID or Bank account details (Account Number & IFSC Code) through our verified customer care channel.

7Request a Cancellation or Refund

To request assistance with an order: