Refund & Cancellation Policy

Last Updated: 17 August 2026

This Refund & Cancellation Policy (“Policy”) is published by Retail Pulse Labs Private Limited(CIN: U72200KA2021PTC152819), having its registered office at Site no. 1165, 5th Main Road, Sector 7, HSR Layout, Bengaluru, Karnataka – 560 102, India (“KC,” “the Company,” “we,” “us,” or “our”), and governs all orders placed on the Kirana Club B2B marketplace (the “Platform”).

This Policy must be read together with our Terms of Service. By placing an order on the Platform, you agree to be bound by this Policy.

1. No Returns or Exchanges

Kirana Club is a B2B marketplace serving business buyers (kirana retailers). All sales on the Platform are final. We do not offer returns or exchanges of any kind. Once an order is delivered, products cannot be sent back, exchanged, or swapped for other products.

For eligible issues identified at the time of delivery (as described in Section 2), KC may, at its sole discretion, offer a refund or replacement in accordance with this Policy.

2. Refund Eligibility

A refund or replacement claim may be considered only in the following circumstances, and only where the claim is verified to KC’s satisfaction:

• The product was received in a damaged or broken condition;
• A product or quantity billed in the order was missing from the delivered package (short delivery);
• A product materially different from the one ordered was delivered (wrong item); or
• The product was past its expiry date at the time of delivery.

Acceptance of any claim is subject to verification and remains at KC’s sole discretion. KC’s decision on any claim shall be final and binding.

3. Mandatory Reporting Window & Video Proof

• 24-hour window: All claims must be raised within 24 hours of delivery of the order. Claims raised after this window will not be entertained under any circumstances.
• Unboxing video is mandatory:Every claim must be supported by a clear, continuous, uncut video showing the sealed package being opened (an “unboxing video”), clearly capturing the packaging, shipping label, and the condition and contents of the package. Claims submitted without a valid unboxing video will be rejected.
• KC may request additional information, photographs, or documents to verify a claim, and may decline any claim where the evidence provided is incomplete, inconsistent, edited, or inconclusive.

4. How to Raise a Claim

Claims can be raised through the support section of the Kirana Club mobile application, or by writing to us at info@kirana.club with:

• Your registered mobile number and order ID;
• A description of the issue (damaged / missing / wrong / expired item, with quantities); and
• The unboxing video and any supporting photographs.

5. Refund Method & Timeline

• Approved refunds will be credited to the original payment method or issued as platform credit, at KC’s sole discretion.
• Approved refunds are typically processed within 5–7 business daysof claim approval. Additional time taken by banks or payment providers to reflect the amount is outside KC’s control.
• Where a replacement is offered instead of a refund, it will be shipped with your next eligible order or as separately communicated by KC.
• For Cash on Delivery (COD) orders, approved refunds may be issued as platform credit or through a bank transfer to details provided by you.

6. Order Cancellations

• By you: An order may be cancelled only before it has been dispatched, through the Platform or by contacting support. Once an order is dispatched, it cannot be cancelled.
• By KC:KC reserves the right to cancel any order, in whole or in part, at any time — including for reasons of stock unavailability, pricing or listing errors, serviceability constraints, or suspected fraudulent or abusive activity. For prepaid orders cancelled by KC, the amount paid for the cancelled portion will be refunded in accordance with Section 5.
• Refusal to accept delivery of a confirmed order, or repeated cancellations, may result in recovery of shipping and handling costs and/or suspension of your account.

7. Circumstances Where Refunds Will Not Be Given

Without limitation, no refund, replacement, or credit will be provided in the following cases:

• Claims raised after the 24-hour reporting window;
• Claims not supported by a valid, continuous unboxing video;
• Orders placed in error, or products no longer required or desired;
• Dissatisfaction with a product’s taste, colour, packaging design, or other subjective preferences;
• Minor variations in packaging, labelling, or appearance that do not affect the product itself;
• Damage, spoilage, or loss occurring after delivery, including due to improper storage or handling;
• Products sold on clearance or explicitly marked as non-refundable at the time of purchase; and
• Claims that cannot be verified, or that KC determines, at its sole discretion, to be false, exaggerated, or abusive.

8. Fraudulent or Abusive Claims

KC takes claim abuse seriously. Submitting false, tampered, or misleading claims or evidence may result in rejection of the claim, forfeiture of platform credits, suspension or termination of your account, and such other action as KC deems appropriate, including legal action. Initiating a chargeback without first following the claim process in this Policy may also result in account suspension.

9. Changes to This Policy

KC may modify this Policy at any time without prior notice. The version published on the Platform at the time an order is placed will apply to that order. Continued use of the Platform constitutes acceptance of the updated Policy.

10. Contact Us

For any questions about this Policy or to raise a claim, please contact: