Refund & Cancellation Policy

Effective and last updated: 05th October, 2026

1. Introduction/ About the Company

This platform, DukaanSe, is owned and operated by Vyaptra Solutions Private Limited, a company incorporated under the Companies Act, 2013, with its registered office at Lower Parel, Mumbai, Maharashtra 400013, and bearing a Corporate Identification Number (CIN): U47912MH2025PTC454001.

All references to “DukaanSe,” “we,” “us,” or “our” in these Terms or Policies refer to Vyaptra Solutions Private Limited.

For any queries, contact us at support@dukaanseindia.com or write to the above address.

This Refund & Cancellation Policy (“Policy”) applies to all purchases made through the DukaanSe Mobile Application and website (the “Platform”). It outlines how users (“you”) may cancel orders, request refunds, and the conditions governing such requests. By placing an order on DukaanSe, you agree to this Policy along with the Terms of Use.

2. Order Confirmation & Cancellation by User

Users may cancel pickup or delivery orders within 5 minutes of placing the order or before the merchant accepts the order, whichever is earlier. Once an order is accepted or dispatched, cancellation may not be possible.

In exceptional circumstances (merchant delay, out-of-stock), DukaanSe may allow cancellation beyond this window at its discretion.

Uncollected pickup orders: Your order is held at the store until the store closes on the day after you place it. We send reminders in the app, but not between 9 pm and 9 am. If the order is not collected by then, it is cancelled: packaged items are refunded to your original payment method, and any Gullak Coins used are returned. Perishable items (such as milk, bread, fruits and vegetables) are not refunded if uncollected; the app shows this clearly before you pay.

3. Cancellation by DukaanSe or merchant

Orders may be cancelled by DukaanSe or the merchant for reasons including:

• Product unavailability or out-of-stock items.

• Pricing or listing errors.

• Delivery constraints or address issues.

• Suspected fraudulent activity or policy violation.

In these cases, we will notify users and process refunds automatically.

4. Reporting Product Issues

To qualify for a refund, return, or replacement, users must report any issues within the following timelines from the order’s delivery or pickup time:

• Report issues for perishable items (fruits, vegetables, dairy, frozen) within 24 hours of delivery/pickup to be eligible for a refund or replacement.

• Packaged groceries, household, or personal care: within 48 hours.

• Non-food household items (cleaning supplies, kitchen accessories, etc.): within 48 hours and with original packaging intact.

Reports beyond these time limits may not be eligible for refunds unless exceptional circumstances apply.

5. Evidence & Verification

Users may be required to provide supporting evidence (images, videos, or order details) when raising a claim. DukaanSe or the merchant may verify the claim before processing a refund or replacement.

We will review your report and share our decision within 48 hours of receiving it.

6. Return Logistics

• Returns and replacements are handled at the merchant’s store from which you ordered.

• For delivery orders where the error is the merchant’s (damaged, incorrect or expired items), DukaanSe will arrange collection at no cost to you.

7. Refund Methods & Timelines

DukaanSe initiates all eligible refunds within 72 hours of approval. Bank or payment partner processing may take 3–7 working days thereafter. Users will receive a confirmation SMS/email once the refund initiation is completed. DukaanSe accepts prepaid orders only. Refunds of money you paid are always made to your original payment method and are never converted into Gullak Coins.

1. Online Payments (UPI, cards, wallets, net banking)
   Refunds will be credited to the original payment instrument wherever possible. DukaanSe will initiate refunds within 72 hours of approval. Actual receipt depends on the bank or payment gateway timelines.

2. Partial Refunds
   For partial cancellations or missing items, refunds will be processed proportionately to the item’s value. If an order is cancelled or refunded in full, any Gullak Coins used on it are returned to your Gullak with a fresh 30-day validity. For partial refunds, coins are returned in proportion to the refunded items.

3. Gullak Coins & Rewards Program
   DukaanSe may issue promotional credits known as “Gullak Coins” to users as part of loyalty or referral programs. Gullak Coins are promotional loyalty credits, not legal tender or prepaid instruments.

• Nature & Usage:
  a. Non-transferable, non-withdrawable, and hold no cash value.

2. Redeemable only for eligible orders on the DukaanSe Platform as specified in the app.

3. Valid for 30 days from issuance, and expired coins cannot be restored.

4. Changes to the coin programme apply going forward, with notice in the app, and do not reduce coins already in your Gullak.

• Fraud & Misuse:
  DukaanSe may withhold, cancel, or revoke coins if fraud, abuse, or policy violations are suspected.

• Legal Classification:
  Gullak Coins are issued as promotional loyalty credits by DukaanSe. They are intended to be non-transferable and non-cash. DukaanSe has structured the program to avoid creating regulated Prepaid Payment Instruments (PPIs); however, regulatory interpretation may vary. DukaanSe will follow applicable regulatory guidance and may modify the program if required by law.

• Note: Refunds of money you paid are never made in Gullak Coins. The full Gullak Coin rules are set out in the Terms of Use.

8. Replacements & Exchanges

• Replacement will be offered if stock is available for eligible items.

• Exchange requests are subject to inventory availability and product eligibility.

• DukaanSe or the Merchant reserves the right to reject replacement requests if items show signs of use, tampering, or damage not attributable to DukaanSe or the Merchant.

9. Non-Returnable Items

The following items are generally non-returnable:

• Perishables (including milk, curd, bread, fruits and vegetables) cannot be returned once accepted. Please check them when you collect or receive your order, and use ‘Report Issue’ for anything visibly wrong. You can still report hidden defects, such as an item spoiled before its expiry date, within 24 hours under Section 4.

• Personal hygiene, cosmetics and sanitary goods (unless damaged, defective, expired or not what you ordered).

• Items marked “non-returnable” on the product page.

• Users may raise quality concerns at pickup via the in-app ‘Report Issue’ option before leaving the store premises.

10. Fraud Prevention & Abuse

DukaanSe reserves the right to:

• Withhold or decline refunds in cases of repeated abuse or fraudulent claims.

• Investigate suspicious transactions and suspend related accounts.

• Recover losses or damages arising from fraudulent refund requests.

- All refunds and replacements are governed by the Consumer Protection (E-Commerce) Rules, 2020, and the applicable provisions of the Consumer Protection Act, 2019.

11. Grievance Redressal & Escalation

The Grievance Officer details above are published under the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023.

Complaints are acknowledged within 24 hours and resolved within 15 days.

12. Updates to This Policy

• DukaanSe may update this Policy periodically to reflect operational or legal changes. Updated versions will be published on the Platform with a new effective date.

• DukaanSe complies with the Digital Personal Data Protection Rules, 2025, and updates its practices as each provision comes into force.

• Users are encouraged to retain order receipts and payment confirmations for easy reference during refund or cancellation requests.