Refund Policy
Last updated 22 August 2026
We sell fresh food. If something is wrong with it, tell us within 24 hours and we will refund or replace it — we will not ask you to send perishable goods back.
1. When you get a refund
| Situation | You get |
|---|---|
| You cancelled before picking started | Full refund, including the delivery fee |
| We cancelled the order | Full refund, including the delivery fee |
| Payment taken but the order never completed | Full refund |
| An item was missing from the delivery | Refund of that item |
| An item arrived damaged, spoiled or past its date | Refund or replacement of that item, your choice |
| You received the wrong item | Refund or replacement of that item, your choice |
| An item's weight was materially short of the pack size | Refund of the shortfall |
| Delivery failed through no fault of yours | Full refund |
| You changed your mind after delivery of fresh produce | No refund — see section 3 |
2. How to raise it
Within 24 hours of delivery, open Orders in the app, select the order and tap Report an issue. Or email us with your order number.
A photograph of the item helps us settle it immediately and helps us trace the problem back to the supplier. It is not mandatory.
We acknowledge every request within 48 hours and decide within 3 working days.
3. What we cannot refund
Because these are fresh groceries, some things fall outside a refund:
- Fresh produce reported more than 24 hours after delivery, where we cannot tell whether the problem arose after delivery.
- Perishables that were left unrefrigerated or stored against the instructions on the pack.
- Items opened, part-used or consumed, unless the defect could only be found on opening.
- Natural variation in the size, shape or colour of fresh produce.
- Small weight variation within the tolerance stated on the product page.
- Simply changing your mind after delivery of a perishable item.
None of this limits your statutory rights if goods were genuinely defective or not as described.
4. How the money comes back
| How you paid | How we refund | Typical time |
|---|---|---|
| Card, UPI, net banking or wallet | Back to the same payment method, through the payment gateway | 5–7 working days after we approve it |
| Cash on delivery | Bank transfer to an account you give us, or store credit if you prefer | 3–5 working days after we have your bank details |
We start the refund from our side as soon as it is approved, and you will see a "refund initiated" notification in the app at that moment. The time after that is your bank's, not ours — we cannot speed it up, but we can give you the gateway reference number to chase it.
We always refund to the original payment method. We do not refund cash for an online payment.
5. Partial refunds
If only some items are affected, we refund those items and keep the rest of the order in place. The delivery fee is refunded only when the whole order is cancelled or fails.
Where a coupon was applied to the order, the refund is calculated on the amount you actually paid after the discount, not the pre-discount price.
6. Replacements
Where you choose a replacement instead of a refund, we send it with your next delivery at no charge, or as a separate delivery if you would rather not wait. If we cannot source a replacement, we refund instead.
7. If you disagree with our decision
Write to our Grievance Officer. We will review it again and reply within one month, as the Consumer Protection (E-Commerce) Rules, 2020 require.
Grievance Officer: Yasash Prasad
Email: support@theorganicbengaluru.com
Phone: +91 93538 42258
Address: 94/16, Annasandrapalya Nanjappa Colony, Annasandrapalya Extension, Vimanapura, HAL, Bengaluru, Karnataka 560017