Since you’re building the grocery store brand SNmart, I have refined this policy to focus on grocery-specific needs—such as shorter return windows for fresh produce and stricter hygiene standards—while keeping it legally compliant.

Return & Refund Policy

At SNmart, we are committed to delivering the freshest groceries and the highest quality products. If you are not satisfied with your purchase, our Return & Refund Policy is here to help.

1. Eligibility for Returns

You may request a return or replacement if:

• The product is damaged, defective, or past its expiry date upon delivery.

• The product delivered does not match your order.

• Non-Perishable Items: Return request is raised within 7 days of delivery.

• Perishable Items (Fresh Produce/Dairy/Frozen): Must be reported at the time of delivery or within 6 hours of receipt due to the nature of the goods.

2. Non-Returnable Items

To maintain food safety and hygiene, the following are not eligible for return:

• Opened Food Items: Any grocery item with a broken seal (unless spoiled).

• Hygiene-Sensitive Products: Personal care items, baby diapers, or innerwear.

• Specific Categories: Items clearly marked as "Non-Returnable" on the product page.

3. Return Process

To initiate a return or report a quality issue:

• Contact Us: Email support@snmart.com or use the "Help" section in the app.

• Details Needed: Order ID, Product Name, and a clear Photo/Video of the damaged or incorrect item.

• Verification: Our team will review the request immediately to ensure a quick resolution.

4. Refund Policy

Once your return is verified and picked up:

• Timeline: Refunds are processed within 5–7 business days.

• Method: Refund will be issued to your Original Payment Method or your SNmart Wallet for instant shopping.

• Note: Shipping or delivery charges are non-refundable unless the return is due to our error.

5. Replacement Policy

• We prioritize replacements for damaged or incorrect items to ensure your kitchen stays stocked.

• Replacements are subject to stock availability. If the item is sold out, a full refund will be issued.

6. Cancellation Policy

• Pre-Dispatch: Orders can be cancelled anytime before they are "Out for Delivery" for a full refund.

• Post-Dispatch: For groceries and fresh items, cancellations are not allowed once the rider has reached your location.

7. Late or Missing Refunds

If you haven’t received your refund after 7 business days:

1. Check your bank statement or UPI app.

2. Contact your bank/payment provider (processing times vary).

3. If the issue persists, reach out to us at support@snmart.com.

8. Legal Compliance

This policy is governed by:

• Consumer Protection Act, 2019

• Consumer Protection (E-Commerce) Rules, 2020 These regulations ensure transparency and protect your rights as a consumer in India.

9. Contact Us

For any assistance regarding your order, returns, or refunds:

• Email: support@snmart.com

• Website: https://snmart.com/