Return & Refund Policy

Last updated October 4, 2026

Overview & Hyperlocal Context

At NearCart, we connect you with trusted local neighborhood stores to deliver daily groceries, fresh produce, and household essentials. Because our marketplace catalog spans both perishable fresh foods and sealed non-perishable merchandise, our return and refund policy is category-specific.
We strive to ensure every item reaches you in pristine condition. However, if an item is damaged, defective, expired, or missing from your delivery, our Customer Support team will promptly evaluate your request and issue an appropriate replacement or refund.
Category-Specific Return Windows: Due to the sensitive nature of food, perishables, and hygiene items, universal 7-day return periods do not apply to grocery commerce. Please report issues within the applicable window displayed below.

A refund or replacement request is considered eligible under the following verifiable conditions:
a) Damaged or Leaking Items: Goods that arrive physically broken, crushed, leaking, or with torn protective packaging.
b) Expired or Past Best-Before Items: Packaged items delivered beyond their printed expiry date or past the manufacturer's recommended shelf life.
c) Wrong Item Delivered: An item physically delivered that does not match the product name, variant, flavor, or weight listed on your order confirmation.
d) Missing Item: An item charged on the final invoice but physically absent from your delivered parcel.
e) Quality Defects / Spoiled Perishables: Fresh fruits, vegetables, dairy, or bakery goods that are rotten, moldy, stale, or unfit for consumption at the time of delivery.
f) Weight or Quantity Discrepancy: Loose produce or meat that significantly falls short of the billed weight range.

To ensure fair evaluation and timely resolution with our participating merchant partners, claims must be submitted within the following reporting windows:
- Perishable Products (Fresh Fruits, Vegetables, Milk, Paneer, Curd, Bread, Eggs, Fresh Meat/Seafood): Must be reported within 4 hours of delivery confirmation.
- Packaged Groceries & Staples (Rice, Flour, Pulses, Oils, Spices, Biscuits, Beverages, Canned Goods): Must be reported within 24 hours of delivery.
- Household, Cleaning, Stationery & Personal Care (Sealed Cleaning Supplies, Paper Products, Grooming): Must be reported within 48 hours of delivery (unopened with original seal intact).
- General Non-Perishable Merchandise: Must be reported within 48 hours of delivery.

To process refunds and hold local merchants and delivery partners accountable, NearCart requires standard verification evidence:
a) Clear Photographs: High-resolution photos showing
- The damaged or defective item clearly visible.
- The printed batch number and expiry date (for expiry or packaging defect claims).
- The outer shipping parcel and merchant receipt/bill.
b) Order Number & Item SKU: Submitted via the Help section on your Order Tracking page or via Customer Support email.
c) Item Return Handover: In certain cases for non-perishable goods, our delivery partner may be dispatched to collect the defective item for merchant return.

Once your return or missing item claim is verified and approved by Customer Support:
- For Cash on Delivery (COD) Orders: You will receive an instant UPI payout link or direct IMPS/NEFT bank transfer upon providing your verified UPI ID (VPA) or account details. Processing takes 2 to 24 hours.
Fast Resolution Guarantee: Over 90% of missing or damaged item claims submitted with valid photographic evidence are reviewed and resolved within 30 minutes of receipt during customer support hours.

NearCart monitors customer return and refund claims to protect participating local merchants from systematic fraud or abuse. Accounts demonstrating patterns of false claims, fabricated photo evidence, excessive COD delivery refusals, or abusive refund behavior may be subject to:
- Temporary or permanent revocation of Cash on Delivery privileges.
- Requirement for mandatory OTP delivery verification before future deliveries.
- Platform account suspension or permanent termination.

Initiating a return or refund is simple
1. Go to your Orders page (/orders) and select the affected order.
2. Note the Order ID and take clear photos of the affected item (damaged, missing, expired or wrong item).
3. Email us at To be published with the Order ID in the subject line, or call To be published.
4. Our support team will check with the store and get back to you.

Can I return fresh vegetables or milk if they are spoiled?
Yes! If fresh produce or dairy arrives spoiled, damaged, or sour, report it with a photo through your Orders page within 4 hours of delivery for a full refund.
How do I get refunded for a Cash on Delivery (COD) order?
When your refund is approved, our support team will prompt you for your UPI ID (VPA) or bank account details, and the funds are transferred directly to your bank account via instant UPI payout.
What should I do if an item is missing from my bag?
Check your bill and bag first. If an item was charged but missing, report it immediately on your Order details screen. We will verify with the store and refund the missing item value.

Questions about this policy? Contact support