Return, Refunds & Cancellation Policy.
Any Capitalized terms used but not defined herein shall have the meaning
assigned to them under the Terms of Use which govern your use of our
website www.foodpantry.in (the “Website”) and our ‘Food Pantry’
application for mobile and handheld devices (the “App”). The Website and
the App are jointly referred to as the “Platform”.
1. Customer
Cancellation
1. As a general rule
Buyer shall not be entitled to cancel Order once placed. Buyer may choose to
cancel Order only within one-minute of the Order being placed. However, subject
to Buyer’s previous cancellation history, Food Pantry reserves the right to
deny any refund to Buyer pursuant to a cancellation initiated by Buyer even if
the same is within one-minute followed by suspension of account, as may be
necessary in the sole discretion of Food Pantry.
2. If Buyer cancels
his/her Order after one minute of placing it, Food Pantry shall have a right to
collect a penalty of 100% of the Order amount for breach of contract terms as a
compensation for the damages suffered by Food Pantry, with a right to either
not to refund the Order value in case Buyer’s Order is prepaid or recover from
the Buyer’s subsequent Order in case his/her Order is postpaid, to compensate
the Merchants.
2. Non-Customer
Cancellation
1. Food Pantry
reserves the right to collect a penalty for the Orders constrained to be
cancelled by Food Pantry for reasons not attributable to Food Pantry, including
but not limited to:
1. in the event if the
address provided by Buyer is either wrong or falls outside the delivery zone;
2. failure to contact
Buyer by phone or email at the time of delivering the Order booking;
3. failure to deliver
Buyer Order due to lack of information, direction or authorization from Buyer
at the time of delivery; or
4. unavailability of
all the items ordered by Buyer at the time of booking the Order; or
5. unavailability of
all the items ordered by Buyer at the time of booking the Order. However, in
the unlikely event of an item in an Order being unavailable, Food Pantry will
contact the Buyer on the phone number provided to us at the time of placing the
Order and inform Buyer of such unavailability. In such an event Buyer will be
entitled to cancel the entire Order and shall be entitled to a refund to an
amount upto 100% of the Order value.
2. In case of
cancellations for the reasons attributable to Food Pantry or the Merchant, Food
Pantry shall not collect any penalty from the Buyer.
3. Cancellation policy
for Supermarkets
1. The Orders placed
by Buyers using the Platform are non-cancellable and non-refundable except if
refund is requested under the following conditions –
6. If the Order could
not be delivered within the estimated time while placingtheorder;If the Order
has not been picked by the delivery partner
7. If the Merchant
doesn't accept or cancels the Order due to reasons not attributable to Buyer,
including but not limited to store being closed, non-availability of items,
store cannot service online orders at that moment, store is overcrowded, etc.
8. If Food Pantry
cancels the Order due to reasons not attributable to Buyer, including but not
limited to non-availability, etc.
2. Food Pantry
reserves the right to look into the cancellation request of the Buyer and
determine if such cancelation request falls under the conditions mentioned
above. If Food Pantry is satisfied that the request and same fulfills any of
the aforesaid conditions, then Food Pantry shall process the cancellation
request and refund amounts to the Buyer.
4. Refunds
1. Buyer may be
entitled to a refund for prepaid Orders. Food Pantry retains the right to
retain the penalty payable by the Buyer in Section I(2) from the amount
refundable to him/her. The Buyer shall also be entitled to a refund of
proportionate value in the event packaging of an item in an Order or the
complete Order, is either tampered or damaged and the Buyer refuses to accept
at the time of delivery for the said reason;
2. Buyer may be
entitled to a refund upto 100% of the Order value , fails to deliver the Order
due to a cause attributable to Food Pantry, however such refunds will be
assessed on a case to case basis by Food Pantry.
3. Our decision on
refunds shall be final and binding.
4. All refund amounts
shall be credited to Buyer’s account as may be stipulated as per the payment
mechanism of Buyer’s choice, the estimated timelines are detailed as below, in
case Buyer don't choose to credit it to Buyer’s wallet with his/her Food Pantry
Account;
Refund Time Line
Payment Mode Time For Refund
UPI 2-3 Business days
Net Banking 4-5 Business days
Debit Cards 4-5 Business days
Credit Cards 4-5 Business days
Wallet 1 Hour
5. Orders where packaging is either tampered or damaged at the time of delivery;5. In case of payment at the time of delivery, Buyer will not be required to pay for:
6. Wrong Order being delivered; or
7. Items missing from
Buyer’s Order at the time of delivery.
Provided the same
is communicated to Food Pantry Customer Care through the Platform before the
Order is marked delivered.