Refund & Cancellation Policy

Last updated: 16 September 2026

This Refund & Cancellation Policy applies to all orders placed through the GrabRoot mobile application (“GrabRoot”, “we”, “us”, or “our”). By placing an order through GrabRoot, you agree to the terms set out below.

1. Order Cancellation

1.1 Cancellation by you

You may cancel an order through the GrabRoot App before the order has been packed.

Once an order has moved to the packed stage, cancellation through the App will no longer be available because the order has entered the fulfilment process.

Where applicable, you may refuse to accept delivery at the time of delivery. Refusal of delivery does not automatically guarantee a refund; the applicable refund will be determined in accordance with this policy and the circumstances of the order.

To cancel an eligible order:

Profile → Your Orders → Select Order → Cancel Order

If the Cancel Order option is not available, the order has already progressed beyond the cancellation stage.

1.2 Cancellation by GrabRoot

GrabRoot may cancel an order, in whole or in part, in circumstances including:

1. One or more ordered products becoming unavailable after the order was placed
2. Inventory or stock discrepancies that prevent fulfilment
3. The delivery address being outside the serviceable delivery area
4. Operational circumstances preventing fulfilment
5. Unforeseen circumstances affecting the selected delivery slot
6. Suspected fraudulent, abusive, or unauthorized activity
7. Errors in product availability, pricing, or order information
8. Other circumstances where fulfilment of the order is not reasonably possible

If GrabRoot cancels a prepaid order, the amount applicable to the cancelled portion will be refunded through the applicable payment/refund mechanism.

2. Refunds

2.1 When you may be eligible for a refund

A refund may be issued in circumstances including:

1. You cancel an eligible order before packing
2. GrabRoot cancels an order or part of an order
3. A product is missing from the delivered order
4. You receive an incorrect product
5. A product arrives damaged or otherwise unusable
6. A product is expired or otherwise not fit for sale
7. A prepaid payment is successfully charged but the corresponding order/payment is not successfully completed
8. An eligible amount is required to be refunded because an order is only partially fulfilled

Refund eligibility is determined based on the circumstances of the order and any information reasonably required to verify the claim.

2.2 Refund method

For prepaid orders, approved refunds will generally be processed through the payment mechanism used for the transaction, including Razorpay, where applicable.

Depending on the payment method and the circumstances of the refund, the amount may be returned to the original payment method or credited through another refund mechanism supported by GrabRoot.

The time taken for the refund to appear in your account can depend on the payment method, bank, card issuer, UPI provider, or other payment service provider.

GrabRoot does not control the processing time after a refund has been successfully initiated with the relevant payment provider.

2.3 GrabRoot Wallet

Where supported by GrabRoot, an approved refund may be credited to your GrabRoot Wallet instead of the original payment method.

This may be used for certain operational, promotional, or partially fulfilled order scenarios where wallet credit is offered as the applicable resolution.

Any wallet credit issued by GrabRoot will be subject to the applicable wallet terms and cannot be treated as cash unless specifically permitted by applicable law or the relevant transaction terms.

3. Damaged, Incorrect, Expired, or Missing Items

If an item is:

1. damaged,
2. incorrect,
3. expired,
4. spoiled/unusable, or
5. missing from your order,

please report the issue through:

Profile → Help & Support

or, where available:

Your Orders → Report an Issue

Please report the issue as soon as reasonably possible after delivery. For product-condition issues, GrabRoot may require the issue to be reported within the period specified in the App for that particular order or product.

You may be asked to provide:

1. Order details
2. A description of the issue
3. Photographs of the product or packaging
4. Photographs showing damage or incorrect/missing items
5. Other information reasonably required to verify the claim

After reviewing the issue, GrabRoot may provide an appropriate resolution, which may include:

1. Refund
2. Replacement
3. GrabRoot Wallet credit
4. Refund/replacement for the affected item or quantity
5. Another appropriate resolution depending on the circumstances

For missing or incorrect products, please retain the delivered items and packaging until the issue has been resolved where reasonably possible.

4. Non-Refundable or Generally Ineligible Situations

A refund will generally not be provided where:

1. An order was cancelled after it had already been packed, except where GrabRoot determines that a refund is otherwise appropriate
2. A complaint is made outside the applicable reporting period without a valid reason
3. A product was consumed, altered, mishandled, or damaged after delivery
4. A product was stored improperly after delivery
5. The issue resulted from the customer's handling or use of the product
6. Delivery could not be completed because the customer provided an incorrect or incomplete address
7. The customer was unavailable or refused delivery for reasons unrelated to a product/order defect
8. The customer refused delivery after the order had entered fulfilment, unless GrabRoot determines that a refund is applicable
9. The claim cannot reasonably be verified based on the information provided

These situations are subject to applicable consumer-protection laws and do not limit any rights that cannot legally be excluded.

5. Delivery Delays and Delivery Slots

GrabRoot uses selected delivery slots rather than representing every order as instant delivery.

We aim to deliver your order within the delivery slot communicated to you in the App. Delivery times may nevertheless be affected by circumstances including traffic, weather, operational issues, unusually high order volumes, service disruptions, or other circumstances outside GrabRoot's reasonable control.

A delay does not automatically entitle an order to a refund.

Where a delivery is materially delayed due to circumstances attributable to GrabRoot, we may, depending on the circumstances, provide an appropriate resolution such as:

1. refund of applicable delivery charges,
2. GrabRoot Wallet credit, or
3. another reasonable resolution.

6. Partial Fulfilment and Out-of-Stock Items

If one or more items cannot be fulfilled after an order has been placed, GrabRoot may cancel or remove the unavailable item(s) while continuing to fulfil the remaining order where possible.

For prepaid orders, the amount applicable to an unfulfilled item or quantity will be refunded through the applicable refund mechanism.

The availability of a product displayed in the App represents the availability information available to GrabRoot at the time of ordering. Inventory can change between order placement and fulfilment.

7. Cash on Delivery

Where Cash on Delivery (COD) is offered for an order, the payment and refund process may differ from prepaid orders.

If an eligible refund is approved for a COD order, GrabRoot may request the customer to provide appropriate payment/bank details or may provide the refund through another supported method, including GrabRoot Wallet where applicable.

Refunds for COD orders are subject to successful verification of the relevant order and customer details.

8. Fraud, Abuse, and Repeated Refund Claims

GrabRoot may review refund and cancellation requests to prevent fraudulent, abusive, or repeated misuse of the refund system.

Where there is evidence of misuse, GrabRoot may take appropriate action in accordance with applicable law and its Terms of Use, including restricting certain account features or declining claims that are not supported by the circumstances of the order.

This does not affect legitimate consumer rights.

9. How to Contact GrabRoot

For cancellations, refunds, damaged/incorrect/missing items, or other order-related issues, please contact us through:

In-app: Profile → Help & Support

Email: support@grabroot.com

Phone: +918178958469