Return & Replacement Policy

1Doorstep Inspection & Rejection

Because food safety and freshness are critical for your household, Kapit practices a doorstep inspection guarantee.

When our delivery partner arrives with your order:

• You or your representative have the right to inspect fruits, vegetables, bread, dairy, and packages prior to accepting the order.
• If any item does not meet your freshness standards, you can hand it right back to the delivery partner immediately.
• The rider will mark the item as rejected on the delivery app, and your bill total will be adjusted on the spot.

2Eligible Conditions for Return

A product qualifies for return or replacement if:

• Spoilage or Freshness Failure: Fruits or vegetables are rotten, insect-damaged, or overripe upon delivery.
• Expired or Near-Expiry Goods: Packaged goods delivered with passed Best-Before or Use-By dates.
• Seal or Packaging Damage: Milk packets, ghee jars, or edible oil packets delivered leaking or punctured.
• Incorrect Item: The product received differs in brand, weight, or variety from what was ordered.

3Reporting Time Windows

To prevent cross-contamination and ensure quick fulfillment:

4Non-Returnable Grocery Items

Under Indian Food Safety and Standards (FSSAI) guidelines, the following cannot be returned once accepted and opened:

• Food packages that have been unsealed, cooked, or partially consumed by the customer.
• Items that have spoiled due to improper domestic storage (e.g. leaving ice cream or milk outside the refrigerator).
• Personal hygiene products (baby diapers, sanitary napkins, soaps) once the external safety seal has been broken.

5Replacement vs Refund Process

When a verified issue is accepted by our support desk, you have the choice of:

1. Express Replacement: We dispatch a fresh, verified replacement item with our next delivery slot to your home at zero additional delivery charge.
2. Full Product Refund: If you prefer not to receive a replacement, we credit the complete value of that item back to your UPI/Bank account or as instant store credit.

6Initiate a Return Request

To initiate a return or replacement claim: