Refund & Return Policy

Refund & Cancellation Policy – Familywala.in

Effective Date: [25/08/2025]

At Familywala Eshop Pvt. Ltd. (“Familywala,” “we,” “our,” or “us”), customer satisfaction is our priority. This Refund & Cancellation Policy outlines the rules regarding cancellations, returns, and refunds for orders placed through our Familywala mobile application and website (www.familywala.in).

By using our services, you agree to the terms stated below.

1. Order Cancellations

(a) Cancellation by Customer

• Orders can be canceled within 2 minutes of placing the order through the app.

• After 2 minutes, cancellations may not be possible as orders are quickly processed and dispatched for 10-minute delivery.

(b) Cancellation by Familywala

We may cancel an order due to:

• Product unavailability

• Incorrect pricing or technical errors

• Service limitations in your area

• Unforeseen operational issues

If we cancel your order, you will be notified immediately and eligible for a full refund (for prepaid orders).

2. Refund Policy

• Prepaid Orders – If an order is canceled within the allowed time or canceled by Familywala, the refund will be initiated to your original payment method.

• Refunds typically take 5–7 business days to reflect, depending on your bank or payment provider.

• No refunds will be issued for:

  • Orders canceled after the 2-minute cancellation window.

  • Failed delivery due to incorrect address, wrong phone number, or customer unavailability.

  • Change of mind after successful delivery.

3. Returns & Replacements

Since Familywala delivers perishable goods (fruits, vegetables, dairy, etc.), returns are limited.

• Returns are only accepted if items are:

  • Damaged during delivery

  • Missing from the order

  • Spoiled or of unacceptable quality

• Customers must report such issues within 2 hours of delivery with photo/video proof by contacting support@familywala.in or through the in-app support section.

• Eligible items may be:

  • Replaced with a fresh product at no extra cost

  • Refunded to your original payment method

4. Non-Returnable / Non-Refundable Items

• Fresh fruits, vegetables, and other perishable goods once delivered (unless spoiled/damaged).

• Opened or tampered packaged items.

• Orders delivered to the correct address provided by the customer.

5. Contact for Refund & Cancellation Support

For cancellations, refunds, or complaints, you can reach us at:

📧 support@familywala.in
🌐 www.familywala.in
🏢 Familywala Eshop Pvt. Ltd.