Refund Policy
Last updated: February 2025
Overview
GMART is committed to ensuring customer satisfaction. This policy outlines when and how refunds are provided for orders placed through our platform.
1. Eligible for Refunds
You are eligible for a refund in the following cases:
- Item not delivered (after 20 minutes past estimated delivery time)
- Incorrect items delivered (different from what was ordered)
- Damaged or defective items upon delivery
- Missing items from your order
- Order cancelled within 60 seconds of placement
- Technical issues preventing order completion
- Duplicate charges or payment errors
2. Not Eligible for Refunds
Refunds are not provided in the following cases:
- Change of mind after order confirmation
- Items consumed or used after delivery
- Allergic reactions to items
- Customer-caused damage or loss
- Order not accepted at delivery address
- Dispute raised more than 7 days after delivery
- Items returned in non-original condition
- Cancellation requests after 60 seconds of order placement
3. How to Request a Refund
Step 1: Open the App
Open the GMART app and navigate to "Your Orders" or "Order History"
Step 2: Select the Order
Find the order for which you want to request a refund
Step 3: Report Issue
Tap "Report Issue" and select the reason for refund (missing item, wrong item, damaged, etc.)
Step 4: Provide Details
Describe the issue clearly and upload photos if applicable
Step 5: Wait for Review
Our support team will review your claim and respond within 4 hours
4. Refund Timeline
Our refund processing timeline:
Claim Review
4 hours after claim submission
Approval/Rejection
Communicated within 24 hours
Refund Processing
3-5 business days to your original payment method
5. Refund Methods
Refunds are issued to the original payment method:
- Credit/Debit Card: 5-7 business days
- UPI: 1-3 business days
- Digital Wallets: 2-4 business days
- Net Banking: 3-5 business days
- Cash on Delivery: Refunded to linked account
6. Partial Refunds
In cases where only some items are missing or damaged, a partial refund may be issued. The refund amount will be calculated based on the value of the affected items, excluding any applicable delivery charges or taxes.
7. Order Cancellation Refunds
Within 60 seconds
Full refund including delivery charges
After 60 seconds
Cannot be cancelled as order is with shopkeeper. Contact support for exceptions.
8. Duplicate Charge Refunds
If you are charged multiple times for a single order, we will immediately reverse the duplicate charges. Refunds will be issued within 24 hours. Please contact support with screenshots of the duplicate transactions.
9. Fraudulent Refund Prevention
GMART reserves the right to refuse refunds for claims suspected of fraud. This includes:
- Multiple refund claims from the same account
- Claims made for items already received
- Attempts to manipulate the refund system
- False or misleading information in claims
10. Disputes and Appeals
If you disagree with a refund decision:
1. Contact us with additional evidence or photos
2. Submit your appeal within 7 days of the refund decision
3. Our team will review and respond within 48 hours
11. Contact Us
For refund-related questions or to submit a claim:
Our Commitment
We want you to be happy with every GMART order. If something goes wrong, we're here to make it right. Our support team is dedicated to resolving issues fairly and quickly.