Return & Refund Policy

Learn about our return process and refund conditions.

1. Overview

At Suprmart, we aim to deliver fresh, accurate, and high-quality products. Due to the nature of rapid commerce and essential goods, returns are limited and governed by strict quality and timing guidelines.

2. Reporting an Issue

Customers must report any issue:

  • ✅ At the time of delivery (preferred)
  • ✅ Within 1 hour of delivery

After this window, requests may not be accepted.

3. Eligible Cases for Return / Replacement / Refund

You are eligible if:

🔹 Missing Item

  • Item not delivered but billed

🔹 Wrong Item Delivered

  • Product different from what was ordered

🔹 Damaged Product

  • Torn packaging, leakage, broken seal

🔹 Expired Product

  • Product past expiry or near-expiry

🔹 Quality Issue

  • Defective FMCG item due to manufacturing issue

4. Non-Returnable Items

The following cannot be returned unless defective:

  • ❌ Fresh items (fruits, vegetables, dairy)
  • ❌ Opened or used products
  • ❌ Personal Care & Hygiene items (unless manufacturing defect)
  • ❌ Perishable goods

5. Proof Requirement

  • 📸 Photo proof is mandatory
  • Must clearly show:
    • Product issue
    • Packaging condition
    • Label/expiry (if applicable)

Requests without valid proof may be rejected.

6. Resolution Options

Based on the issue, Suprmart may offer:

🔁 Replacement (Preferred)

  • Delivered within next available slot

💰 Refund

  • If replacement is not possible

7. Refund Process

  • 💳 Online payments → refunded to original method
  • 💵 COD orders → refunded via:
    • UPI OR
    • Bank transfer

⏱️ Timeline:

  • 2–5 business days (standard)

8. Reverse Pickup

  • Applicable only for selected cases
  • Pickup will be scheduled within 24 hours

Customer must ensure:

  • Product is unused
  • Original packaging is intact

9. Late or Repeated Requests

  • Requests beyond 1 hour may be rejected
  • Excessive or suspicious claims may lead to:
    • Request denial
    • Account restrictions

10. Suprmart’s Rights

Suprmart reserves the right to:

  • Verify all claims before approval
  • Reject invalid or fraudulent requests
  • Modify policy at any time