Refund & Cancellation Policy

1. Order Cancellation

Customers may request cancellation before an order reaches a stage where cancellation is no longer operationally possible. Once an order has been packed, dispatched, or otherwise processed for delivery, cancellation may not always be available.

2. Cancellation by RozanaKart

An order may be cancelled or partially cancelled when a product is unavailable, an address cannot be served, a payment is not successfully confirmed, a service limitation occurs, or another operational issue prevents fulfilment.

3. Refunds for Online Payments

If an eligible order or item is cancelled after an online payment has been received, the applicable refund may be initiated through the payment method or payment service used for the transaction. Actual credit timing can depend on the payment provider and the customer's bank.

4. Cash on Delivery Orders

For Cash on Delivery orders, no online payment refund is applicable where no payment was collected in advance. If an eligible amount was otherwise collected and requires adjustment, the customer support team will provide the applicable resolution.

5. Damaged or Incorrect Products

If you receive a damaged, incorrect, or materially different product, contact us as soon as reasonably possible with the order number and relevant details. Photos or other information may be requested to verify the issue.

6. Missing Items

If an item is missing from a delivered order, report the issue promptly. We may verify the order, packing, and delivery information before providing an appropriate resolution.

7. Product Quality Issues

Grocery products can have different storage, freshness, packaging, and handling requirements. If you receive a product with a genuine quality issue, contact support with the product and order details so the matter can be reviewed.

8. Non-Returnable or Perishable Items

Certain perishable, opened, consumed, hygiene-sensitive, or otherwise non-returnable products may not be eligible for return or refund unless they are damaged, incorrect, defective, or otherwise covered by an applicable customer resolution.

9. Refund Processing

Approved refunds are processed according to the applicable payment method and system. Processing time may vary between payment providers and banks.

10. How to Contact Us

When contacting support, please provide your order number, registered contact details, product name, and a short description of the issue. This helps us review the request efficiently.