1. Order Cancellation
Before Order Confirmation
You can cancel your order free of charge before it has been confirmed and prepared for dispatch. To cancel an order:
- Log into your account and navigate to "My Orders"
- Select the order you wish to cancel
- Click on "Cancel Order" and provide a reason
- Your refund will be processed within 5-7 business days
After Order Confirmation
Once an order has been confirmed and is being prepared, cancellation may not be possible. However, you may still request cancellation:
- Contact our customer support immediately
- Cancellation charges may apply depending on preparation stage
- If the order has been dispatched, standard return policy applies
2. Cancellation Charges
Cancellation charges may apply in the following scenarios:
- No charges: Cancellation before order confirmation
- Preparation charges: If order preparation has begun (up to ₹50)
- Packaging charges: If items are packed and ready for dispatch (up to ₹100)
- Delivery charges: If order is out for delivery (non-refundable delivery fee)
3. Return Policy
Eligible Items for Return
The following items can be returned within 7 days of delivery:
- Non-perishable food items in original packaging
- Personal care products (unopened and unused)
- Household items and electronics
- Clothing and accessories with tags attached
Non-Returnable Items
The following items cannot be returned for hygiene and safety reasons:
- Fresh fruits, vegetables, and perishable items
- Dairy products and frozen items
- Opened food and beverage products
- Personal care items that have been opened
- Prescription medicines and health supplements
- Customized or personalized products
4. Return Process
How to Initiate a Return
To return an item, follow these steps:
- Contact customer support within 7 days of delivery
- Provide order number and reason for return
- Upload photos of the item (if damaged or incorrect)
- Schedule a pickup or visit our return center
- Pack items in original packaging with all accessories
Return Conditions
For successful returns, ensure that:
- Items are in original condition and packaging
- All tags, labels, and accessories are included
- Return is initiated within the specified time frame
- Items show no signs of damage due to misuse
5. Refund Policy
Refund Processing Time
Refunds are processed according to the following timeline:
- Credit/Debit Cards: 5-7 business days
- Net Banking: 5-7 business days
- UPI/Digital Wallets: 3-5 business days
- Cash on Delivery: Bank transfer within 7-10 business days
Refund Amount
The refund amount depends on the return reason:
- Full Refund: Product defects, wrong items, or quality issues
- Partial Refund: Customer-initiated returns (delivery charges deducted)
- No Refund: Items damaged due to misuse or beyond return period
6. Quality Issues and Damages
Damaged or Defective Items
If you receive damaged or defective items:
- Report the issue within 24 hours of delivery
- Provide clear photos of the damaged items
- We will arrange immediate replacement or full refund
- No return shipping charges will be applied
Wrong Items Delivered
If you receive incorrect items:
- Contact us immediately with order details
- We will arrange pickup of wrong items
- Correct items will be delivered at no extra cost
- Full refund if correct items are unavailable
7. Replacement Policy
For eligible items, we offer direct replacement instead of return and refund:
- Available for defective or damaged products
- Replacement must be requested within 7 days
- Subject to product availability
- Same-day or next-day replacement for eligible items
8. Wallet Credits and Promotional Offers
Wallet Credits
Refunds for orders paid with wallet credits will be credited back to your MestraNow wallet.
Promotional Discounts
For orders with promotional discounts:
- Partial returns may affect discount eligibility
- Proportional discount adjustment in refund amount
- Cashback and rewards points may be deducted if applicable
9. Force Majeure
In case of events beyond our control (natural disasters, strikes, government restrictions), standard cancellation and refund timelines may be extended. We will communicate any delays and work to resolve issues promptly.
10. Customer Support
For any questions or assistance with cancellations and refunds:
11. Policy Updates
This policy may be updated from time to time. Changes will be effective immediately upon posting on our website. Please review this policy periodically for any updates.