Refund & Cancellation Policy

1. Overview and Acceptance

This policy governs the process for all returns, replacements, and refunds for goods purchased through the GANA MART Platform. By placing an order, you agree to this Refund and Return Policy.

2. General Return Principles

We strive to ensure the best quality and service. Returns are accepted only under specific conditions as detailed below, based on the nature of the product.

2.1. At the Time of Delivery (Quality Check)

You have the right to reject any item at the moment of delivery if it meets the following criteria:

• The product is damaged, leaking, or visibly tampered with.
• The product is expired (for any item).
• For Non-Perishable Goods Only: The product has a shelf life of less than 7 days from the date of delivery.
• The product is different from what was ordered (wrong item delivered).
• The product is visibly of sub-standard quality (e.g., dented cans, damaged packaging).

If you accept the delivery without raising an issue, it will be considered satisfactory.

3. Policy for Non-Perishable Goods

Non-perishable items include products like packaged snacks, cleaning supplies, toiletries, canned foods, and certain packaged staples.

• Return Window: Returns for non-perishable goods are accepted within 2 days from the date of delivery.
• Condition for Return: The return request must be raised by the customer within this 2-day period. The item must be returned unused, unopened, in its original packaging, and in resalable condition.
• Return Process:
  1. The customer must raise a request through the app/website or contact customer care within the 2-day period.
  2. Our team will arrange a pickup and verification.
  3. Once the item is received and inspected by GANA MART, the refund process will be initiated.

4. Policy for Perishable Goods

Perishable goods include fresh fruits, vegetables, dairy products, meat, bakery items, and frozen foods.

• Quality Commitment: Perishable goods will be delivered so that they are useful for the customer in a reasonable time based on their natural shelf life and storage instructions.
• Policy: Due to the sensitive nature and limited shelf life of these items, returns are generally not accepted once the delivery has been completed and accepted by the customer.
• Exception (Immediate Quality Issue): If a perishable item is found to be severely damaged or rotten at the time of delivery, the customer must reject the specific item then and there. No claims for quality will be entertained once the delivery person has left your premises.

5. Refund Method and Processing

• Mandatory Refund Method: All approved refunds will be processed exclusively to the customer's GANA MART Wallet.
  • Operational Reason: This policy is maintained due to operational and banking complexities associated with direct bank/source refunds.
• Refund Use: Funds added to your GANA MART Wallet can be used to make future purchases on the GANA MART Platform. The wallet balance cannot be withdrawn as cash.
• Processing Time: Once the return is validated (for non-perishable goods) or the cancellation/rejection is confirmed, the corresponding amount will be credited to your GANA MART Wallet within 24 to 48 hours.

6. Items Not Eligible for Return

The following items are not eligible for return or refund under any circumstance:

• Perishable goods (as detailed in Section 4), unless rejected at the time of delivery.
• Items returned without their original packaging, tags, or components.
• Items that have been used, opened, or consumed.
• Items where the security seal is broken.

7. Order Cancellation by Customer

Please refer to the GANA MART Terms and Conditions (Section 3.4) regarding the cut-off time for customer-initiated order cancellation. Refunds for pre-paid cancelled orders will be processed to the GANA MART Wallet.

8. Grievance Contact

For any issues related to returns, replacements, or refunds, please contact our Grievance Officer:

Designation	Details
Grievance Officer	Goluguri Venkata Reddy
Email	ganamartvizag@gmail.com
Contact Number	9154102137