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Refund Policy

Effective Date: 01/feb/2025

At 365Cart, we aim to ensure that our customers are completely satisfied with their purchases. However, we understand that sometimes situations may arise where a refund is necessary. This Refund Policy outlines the conditions under which refunds are processed, the steps for initiating a refund, and how the process works.

By using our services, you agree to the terms and conditions set out in this Refund Policy.

1. General Refund Conditions

We provide refunds under the following conditions:

  • Product Damaged/Defective: If the product you received is damaged, defective, or incorrect.
  • Product Not as Described: If the product does not match the description provided on the website or App.
  • Late or Non-Delivery: If your order was not delivered within the committed time frame, and no reasonable explanation or rescheduling is possible.
  • Order Cancellation by Seller: If the seller cancels the order after you have made the payment.
  • Wrong Product Delivered: If the wrong item was delivered to you (different from what you ordered).

 

2. Refund Eligibility

You are eligible for a refund if:

  • The item was purchased through the 365Cart platform (either via the website or mobile app).
  • You request a refund within the specified time frame (usually 7-14 days, depending on the product and category).
  • You provide valid proof of the issue, such as images of damaged products or a copy of the delivery receipt for late deliveries.

Refunds will not be issued in the following situations:

  • The request for a refund is made after the product has been used or consumed (such as with food, medicine, or hygiene products).
  • The product was purchased on sale or with a non-refundable offer.
  • The product was damaged due to misuse, improper handling, or unauthorized repair.
  • The refund request is made after the return window has expired.

 

3. Refund Process

a. Initiating a Refund

If you are eligible for a refund, follow these steps:

  1. Log into your account on the 365Cart website or mobile app.
  2. Go to the “Order History” section and select the order you want to request a refund for.
  3. Select the option for “Request a Refund” and provide the required details (such as reason for refund, issue description, and proof if needed like images or videos).
  4. If applicable, you may be asked to return the product to the seller or our logistics partner. In such cases, we will provide you with a return label and instructions.

 

b. Refund Processing Time

Once your refund request is approved, the amount will be refunded to your original payment method or as credit to your 365Cart wallet (depending on the situation). Refunds may take up to 7-14 business days depending on:

  • The payment method used.
  • The nature of the issue (e.g., product defect, late delivery, etc.).
  • The seller’s approval for the refund.

 

If you paid via Cash on Delivery (COD), the refund will be processed either through a bank transfer, UPI, or store credit. You will be contacted by our customer support team to confirm your preferred method.

c. Partial Refunds

In certain cases, a partial refund may be offered if only part of the order was affected (e.g., only some items were damaged or missing from the order).

d. Refund for Subscription Plans

For any paid subscription plans (e.g., premium membership, subscription for regular deliveries like grocery or food), refunds will be provided only if:

  • You cancel the subscription within 7 days of purchase and have not used any of the benefits (such as premium deliveries or discounts).
  • If you have already availed of the benefits, the refund will be prorated.

 

4. Refund for Specific Categories

Refund policies may differ depending on the category of the product purchased. Below are the specific refund guidelines for each business module:

a. Grocery

  • Eligibility: If the grocery item is expired, damaged, or incorrectly delivered.
  • Non-Eligibility: If the product has been consumed or the packaging seal is broken (for hygiene reasons).

 

b. Food

  • Eligibility: If the food item was incorrectly delivered, spoiled, or damaged.
  • Non-Eligibility: If the food has been consumed or tampered with after delivery.

 

c. eCommerce Products (Non-Food Items)

  • Eligibility: If the item is damaged, defective, or does not match the description on the platform.
  • Non-Eligibility: If the item was opened, used, or damaged by the customer.

 

d. Pharmacy Products

  • Eligibility: For defective, expired, or incorrectly shipped products.
  • Non-Eligibility: For opened, consumed, or tampered products, as these items cannot be resold for hygiene and safety reasons.

 

e. Parcel Delivery

  • Eligibility: If the parcel was lost, damaged during transit, or delayed beyond the agreed delivery time.
  • Non-Eligibility: If the delivery delay was due to factors outside the control of 365Cart (e.g., weather, third-party courier delays).

 

5. Refunds for Cancelled Orders

If you cancel your order before it is shipped:

  • You will receive a full refund to your original payment method.
  • Refunds for COD (Cash on Delivery) orders will be processed to your bank account or digital wallet.

 

6. Exceptions and Special Conditions

  • Non-Refundable Items: Certain items may not be eligible for a refund. These include:
    • Perishable goods (e.g., fresh food, dairy, meat).
    • Health and hygiene items (e.g., opened medicines or personal care products).
    • Custom or personalized products that were made specifically for you.

 

  • Gift Cards and Vouchers: Refunds are not applicable for gift cards, store credits, or vouchers once they have been redeemed.

7. Contact Us for Refund Inquiries

If you have any questions regarding refunds, or if you need assistance in initiating a refund, please contact our Customer Support Team.Our customer service team will respond to your query within 48 hours and assist you in processing your refund.

8. Terms and Conditions

This Refund Policy is subject to change at any time without prior notice. Any changes will be updated on this page with the new Effective Date. For the latest updates, please refer to this page regularly.