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Refund and Returns Policy
Returns, Refunds & Cancellation Policy
Last Updated: 16 August 2026
Kalyan Kirana (“Kalyan Kirana”, “we”, “our”, or “us”) aims to provide customers with a convenient, reliable, and transparent online grocery shopping experience.
As a grocery and daily-needs store, we offer products that may include packaged foods, groceries, beverages, household essentials, personal-care products, fresh produce, and other consumable or daily-use items. Due to the different nature of these products, return, replacement, cancellation, and refund eligibility may vary by product.
This Policy explains the circumstances in which an order may be cancelled, returned, replaced, exchanged, or refunded.
1. Business Information
Business Name: Kalyan Kirana
Business Type: Local Kirana / Grocery Store
Address: Jhonthri, Rajasthan, India
Email: kuldeepkalal00@gmail.com
Phone: +91 87698 96955
2. General Return Policy
Customers are encouraged to check their order promptly after delivery.
If you receive a product that is:
- Damaged
- Defective
- Incorrect
- Missing
- Leaking
- Tampered with
- Expired, where applicable
- Significantly different from the product ordered
please contact Kalyan Kirana as soon as reasonably possible.
Depending on the circumstances, we may provide:
- Replacement
- Exchange
- Refund
- Partial refund
- Another appropriate resolution
Nothing in this Policy is intended to limit any mandatory rights or remedies available to consumers under applicable Indian law.
3. How to Report a Product Issue
For faster resolution, please contact us with:
- Order number
- Customer name
- Registered mobile number
- Product name
- Description of the issue
- Photographs of the product, where appropriate
- Photographs of the packaging, where relevant
- Batch number and expiry/best-before information, where applicable
We may request additional information when reasonably necessary to investigate the issue.
4. Damaged Products
If a product arrives damaged, leaking, broken, crushed, or otherwise unsuitable, please notify us promptly.
Where appropriate, retain the product and its original packaging until the issue has been reviewed.
After verification, we may provide a replacement, exchange, refund, or another appropriate resolution depending on the circumstances.
5. Incorrect Products
If you receive a product different from what you ordered, contact us as soon as possible.
Examples include:
- Wrong product
- Wrong brand
- Wrong quantity
- Wrong size
- Wrong flavour or variant
Where the error is attributable to Kalyan Kirana, we may arrange an appropriate replacement, exchange, or refund.
6. Missing Products
If one or more products are missing from your order, contact us with your Order ID and details of the missing item.
We may verify the order, invoice, packing information, and delivery records before providing the appropriate resolution.
7. Expired Products
If you receive a product that is already expired, please contact us promptly.
Please provide:
- Order details
- Product photographs
- Expiry/best-before information
- Packaging photographs
Customers should not consume products that appear expired, spoiled, contaminated, damaged, or otherwise unsafe.
8. Perishable Products
Certain products may be perishable or have special storage requirements, including:
- Fruits
- Vegetables
- Dairy products
- Fresh food
- Chilled products
- Other temperature-sensitive products
Because of their nature, these products may generally not be eligible for ordinary change-of-mind returns.
However, customers may contact us regarding products that are:
- Spoiled
- Rotten
- Damaged
- Contaminated
- Incorrect
- Significantly deficient
- Not fit for their ordinary purpose
Such complaints will be reviewed individually.
9. Opened or Used Products
For food-safety, hygiene, and product-quality reasons, certain products may not be eligible for return after they have been opened or used.
This may include:
- Food products
- Beverages
- Personal-care products
- Hygiene products
- Consumables
- Sealed household products
This does not affect applicable consumer rights relating to defective, damaged, unsafe, or incorrectly supplied products.
10. Change-of-Mind Returns
Because Kalyan Kirana primarily sells groceries and consumable products, change-of-mind returns may not be available for every product.
A properly delivered food or consumable product may generally not be returnable simply because the customer has changed their mind.
Where a particular product is voluntarily eligible for return or exchange, the applicable conditions will be communicated on the product page or during the purchasing process.
11. Products Generally Not Eligible for Ordinary Returns
Subject to applicable consumer rights, the following may generally be excluded from ordinary change-of-mind returns:
- Perishable food
- Fresh fruits and vegetables
- Dairy products
- Opened food products
- Opened beverages
- Personal-care products
- Hygiene products
- Products with broken safety seals
- Used products
- Products damaged after delivery through customer handling
- Products that cannot reasonably be resold for hygiene or safety reasons
12. Product Packaging
For approved returns, customers may be requested to retain:
- Original packaging
- Labels
- Barcodes
- Batch information
- Accessories, where applicable
- Invoice or proof of purchase
This requirement does not override any mandatory consumer remedy available under applicable law.
13. Return Inspection
Where a return is approved, Kalyan Kirana may inspect the product to determine:
- Whether it is the product supplied by us.
- Whether the reported issue is genuine.
- Whether damage occurred before or after delivery.
- Whether the product has been opened or used.
- Whether replacement or refund is appropriate.
14. Return Pickup
Where return pickup is available, Kalyan Kirana or an appointed delivery partner may arrange collection.
Return pickup availability may depend on:
- Product category
- Delivery location
- Reason for return
- Product condition
- Local logistics availability
If pickup is unavailable, alternative return instructions may be provided.
15. Return Shipping Charges
Where the return is required because:
- The wrong product was delivered.
- The product was damaged during delivery.
- The product is defective.
- The product is materially different from what was ordered.
- Another qualifying issue is attributable to Kalyan Kirana.
we will determine the appropriate return arrangement.
For voluntary returns or exchanges offered as a customer convenience, any applicable return charges will be communicated before processing the request.
16. Replacement and Exchange
Where appropriate and available, Kalyan Kirana may offer a replacement instead of a refund.
Replacement depends on:
- Product availability
- Product category
- Delivery location
- Nature of the issue
- Verification of the complaint
If the same product is unavailable, an applicable refund or alternative resolution may be offered.
17. Refund Eligibility
A refund may be considered where:
- A paid product is unavailable.
- The wrong product was delivered.
- A product arrives damaged or defective.
- An approved return cannot be replaced.
- An order is cancelled before dispatch where cancellation is permitted.
- A duplicate payment has been made.
- Kalyan Kirana cancels an already-paid order.
- Another refund entitlement exists under the applicable terms or law.
18. Cancellation by Customer
Customers may request cancellation before the order reaches a stage where cancellation is no longer reasonably possible.
Cancellation may not be possible after:
- The order has been dispatched.
- Delivery has commenced.
- A perishable order has been prepared specifically for delivery.
Where cancellation is accepted, any applicable refund will be processed according to this Policy.
19. Cancellation by Kalyan Kirana
Kalyan Kirana may cancel an order where reasonably necessary, including:
- Product unavailability
- Incorrect pricing
- Incorrect product information
- Delivery outside the available service area
- Payment failure
- Suspected fraudulent activity
- Duplicate or abnormal orders
- Incorrect customer information
- Circumstances beyond reasonable control
If payment has already been received, an applicable refund will be processed.
20. Failed Delivery
If delivery cannot be completed because of customer-related circumstances, such as:
- Incorrect address
- Incorrect PIN code
- Incorrect contact number
- Customer unavailable
- Customer refusing the order
the refund position may depend on the order status, product category, delivery costs, and circumstances.
For perishable products, refunds may be restricted where the failed delivery is attributable to the customer and the product cannot reasonably be resold.
Mandatory consumer rights remain unaffected.
21. Refund for Unavailable Products
If payment has been received for a product that subsequently becomes unavailable, Kalyan Kirana may:
- Offer an alternative product with customer approval.
- Remove the unavailable item and refund the relevant amount.
- Cancel the affected order and issue an applicable refund.
22. Refund Method
Approved refunds will generally be processed through the original payment method where reasonably practicable.
For Cash on Delivery orders, an alternative refund method may need to be arranged after verification.
Kalyan Kirana will never ask customers to provide:
- UPI PIN
- ATM PIN
- Card PIN
- Internet banking password
to process a refund.
23. Refund Processing Time
Once a refund is approved, Kalyan Kirana will initiate it within a reasonable processing period.
The actual time for the amount to appear in the customer’s account may depend on:
- Bank
- Payment gateway
- Card issuer
- UPI provider
- Financial institution
Customers should retain any refund reference or transaction information provided.
24. Failed or Duplicate Payments
If money has been deducted but an order was not successfully created, or if a customer has accidentally made a duplicate payment, please contact us with the relevant transaction information.
After verification, an eligible amount may be refunded or adjusted as appropriate.
25. Partial Refunds
A partial refund may apply where:
- Only some products are unavailable.
- Only part of an order is affected.
- A quantity discrepancy is verified.
- A qualifying issue affects only certain items.
The refund will generally correspond to the affected product or portion of the order.
26. Promotional Orders
Where a returned product formed part of a promotional offer, bundle, coupon, or discount, the refund will generally be calculated based on the actual amount paid and the applicable promotional terms.
Free promotional products may need to be returned where the terms of the offer require it.
27. Products Damaged After Delivery
Kalyan Kirana will generally not be responsible for damage occurring after successful delivery due to:
- Improper storage
- Incorrect handling
- Exposure to unsuitable temperatures
- Accidental damage
- Misuse
- Failure to follow manufacturer instructions
This does not affect rights relating to defects or issues that existed at the time of delivery.
28. Food Safety
Customers should inspect food products after delivery and follow manufacturer-provided storage and usage instructions.
Do not consume products that appear:
- Spoiled
- Contaminated
- Expired
- Tampered with
- Unsafe
Any such issue should be reported to Kalyan Kirana promptly.
29. Evidence and Verification
For certain complaints, we may request reasonable evidence, such as:
- Product photographs
- Packaging photographs
- Videos
- Batch numbers
- Expiry/best-before information
- Order details
- Delivery information
This information helps us investigate the issue and determine an appropriate resolution.
30. Fraudulent or Abusive Claims
Kalyan Kirana may investigate repeated or suspicious return or refund requests.
This may include suspected:
- False non-delivery claims
- False damage claims
- Product substitution
- Deliberate product damage
- Refund manipulation
- Repeated misuse of return facilities
Any action taken will remain subject to applicable law and legitimate consumer rights.
31. Consumer Rights
This Policy does not exclude or restrict any mandatory rights or remedies available to consumers under applicable Indian law.
Where a product is defective, deficient, spurious, materially different from what was advertised or agreed, or otherwise qualifies for a statutory remedy, the customer’s rights under applicable law will prevail.
32. How to Request a Return or Refund
Contact us through:
Kalyan Kirana
Email: kuldeepkalal00@gmail.com
Phone: +91 96806 85886
Address: Jhonthri, Rajasthan, India
Please provide:
- Order number
- Customer name
- Registered mobile number
- Product name
- Reason for the request
- Supporting photographs or information, where applicable
33. Review of Requests
Each return or refund request may be reviewed based on:
- Order records
- Product category
- Product condition
- Delivery status
- Reason for request
- Applicable policy
- Applicable law
We aim to resolve legitimate requests fairly and within a reasonable period.
34. Changes to This Policy
Kalyan Kirana may update this Policy from time to time to reflect changes in:
- Product range
- Delivery operations
- Payment methods
- Return procedures
- Business practices
- Applicable laws and regulations
The updated version will be published on this Website with a revised “Last Updated” date.
35. Contact Us
For questions regarding returns, replacements, exchanges, cancellations, or refunds:
Kalyan Kirana
Jhonthri, Rajasthan, India
Phone: +91 87698 96955
Email: kuldeepkalal00@gmail.com
Our Commitment
Kalyan Kirana aims to handle returns, replacements, cancellations, and refunds in a fair, transparent, and responsible manner.
We encourage customers to inspect their orders promptly after delivery and contact us as soon as possible if a problem is identified.
Kalyan Kirana — Your Local Grocery Store for Everyday Essentials.