Returns & refunds
• The KIRANA FLOOR entitles all users who have purchased a product on the KIRANA FLOOR to return a product or request replacement after it has been delivered only if there is an issue with the product. If you no longer need the item, bought it by mistake or have changed your mind, you may only return the product at the time of delivery. We will not be able to accept return requests for such cases after delivery.
• If you want to return a product, please keep the product in the original packaging. In addition, the product must be unused and unwashed, with all tags intact.
• A few products may not be eligible for return and will be marked “Non-returnable” on the product description page.
• The timeline to raise a complaint depends on the category in which the product falls into: Consumable Perishables – meats, seafood, frozen food and FnV, dairy category including milk, eggs and bread, etc. (7 days); Consumable Non-perishables – groceries, etc. (7 days); Freebie missing issue (7 days); Entire wrong order and MDND (7 days); and Other issues – insect, fungus or foreign material, expired products, etc. (no restriction).
• In case of any complaints related to items purchased from the Duty-free sale, the complaint TAT is the following: consumable perishables (3 days), consumable non-perishable consumables (7 days), and general merchandise including household and lifestyle items, etc. (15 days). Please note, all perfumes and personal care items are non-returnable and non-refundable. Please check them at your doorstep while receiving the order, as we will not be able to accept any complaints for those items after delivery.
• The refund timeline depends on the mode of payment used. It is the following for each mode: KIRANA FLOOR wallet (24–48 hours), APP PAYMENT (5–7 working days), IMPS (24–48 hours), Bank - CC/DC/NB (5–7 working days), and external wallet (24–48 hours).
• You may request a refund/replacement for Electronics and Cookware products within 7 days of delivery in case there is a quality issue. This request will only be considered if all original tags and packaging are intact. It is also requested that a user should check if the product seal is intact (i.e., not broken) while accepting the order to avoid any kind of damage-related complaints after delivery.
• Further, it is clarified that for electronic and cookware products, no returns shall be accepted post 7 days of delivery and the user should get in touch with the Brand/Manufacturer with the original invoice given at the time of delivery from KIRANA FLOOR.
• A few items listed may or may not carry a seller warranty. For these, KIRANA FLOOR will provide a basic return policy.
• Refunds, if any, shall be made at the same issuing bank through which the Product was purchased. For cash on delivery transactions, the User has the option to receive the refund can be credited in any bank account via NEFT (for which the User shall have to share the bank details).
• For payments made through electronic means such as debit card, credit card, net banking, wallet, etc., the refund shall be made using the same payment mode
• All refunds shall be made in Indian Rupees only
