Refund, Cancellation & Return Policy

1. Order Cancellation Rules

• Before Dispatch: You can cancel your order directly inside the app or website while its status is “PLACED” or “CONFIRMED” at zero cancellation fee.
• After Packing / Dispatch: Once our fulfillment hub has packed and handed your grocery bag to our delivery partner for transit, orders cannot be cancelled mid-route because fresh produce is pre-bagged specifically for your delivery slot.
• Cancellation by KAPIT: We reserve the right to cancel an order due to unforeseen stock unavailability, extreme weather conditions, or non-serviceable address issues. In such rare cases, you will be notified immediately and no charge will be applied.

2. Return Eligibility by Category

3. Non-Returnable Items

Items cannot be returned or refunded if damaged due to improper post-delivery storage (e.g. leaving fresh milk or ice creams out of refrigeration), opened personal care items, or claims raised past the eligible return window.

4. Refund Method & Timelines

When a return or refund request is approved by our quality team:

• Cash on Delivery (COD) Doorstep Returns: If an item is handed back during delivery, our partner will instantly subtract the item value from your cash or UPI bill amount so you pay only for what you keep.
• Post-Delivery Refunds: For items reported after delivery, refunds are disbursed via direct UPI transfer (to your phone-linked UPI VPA) or store credit within 24 to 48 hours of claim approval.

5. How to Raise a Return or Claim

To report a damaged, spoiled, or missing grocery item:

1. Open the KAPIT app or website and go to My Orders (/orders).
2. Select the relevant order and note your Order Number.
3. Send a quick photo of the defective item and order number to our WhatsApp support or email care@kapit.shop.
4. Our Koraput customer support executive will review and process your replacement or refund promptly.