Cancellation and Refund Policy
We want you to be happy with every order. This page explains when you can cancel, what we do when something is wrong with your order, and how refunds reach you.
1. Cancelling an order
- You can cancel an order from the app, or by contacting us, until the store has started preparing it.
- Once the order is packed or out for delivery it can no longer be cancelled. You can still refuse items that are not as described when they arrive.
- We may cancel an order if an item is out of stock, the address is outside our delivery area, or we cannot reach you. We will tell you, and any money you paid online is refunded in full.
2. Problems with your order
Please check your items when they arrive. If something is missing, damaged, spoiled, expired or different from what you ordered, tell the delivery partner at the door or contact us within 24 hours of delivery with your order number and, where you can, a photo.
- Fresh and perishable items (vegetables, fruit, milk, bread, eggs and similar) are accepted back or refunded only if they are damaged, spoiled or not as described.
- Packed items can be returned only if they are unopened, unused and in their original packing, or if they are damaged, expired or wrong.
- After we look into the problem, we will offer a replacement, a credit to your DukanExpress wallet, or a refund, whichever suits the order.
3. How refunds are paid
- Paid online (UPI, card, net banking): the refund goes back to the same payment method you used. It normally reaches you within 5 to 7 working days after we approve it. Your bank may take a little longer to show it.
- Paid by cash on delivery: we refund to your DukanExpress wallet, or to your bank account or UPI id if you ask us.
- Paid from your wallet: the amount goes back to the wallet immediately.
- If an online payment is taken but your order could not be placed (for example the item sold out at that moment), the full amount is refunded automatically to the same payment method.
4. Delivery charges
If the order is cancelled before dispatch, or the mistake is ours, the delivery charge is refunded too. If you refuse a correct order at the door, the delivery charge is not refunded.
5. Shop (Retail) orders
Shop owners using the Retail app can request a return for wrong, damaged or expired goods from the order in the app, within 24 hours of delivery. Returns are checked and approved by DukanExpress before a refund or credit is given.
We may update this policy from time to time. The "Effective" date above shows the latest version. See also our Delivery Policy and Terms of Service.