1. General Policy
Due to the nature of quick-commerce and hyperlocal delivery services, products once delivered and services once fulfilled are generally:
- Non-returnable
- Non-replaceable
- Non-exchangeable
- Non-refundable
except in the circumstances specifically mentioned in this Policy.
2. Eligible Cases for Return, Replacement, Exchange or Refund
A customer may be eligible for a return, replacement, exchange, or refund if:
- The product delivered is damaged
- The product delivered is defective.
- The product delivered is expired at the time of delivery.
- The wrong product has been delivered.
- The product is missing from the order.
- The product is substantially different from what was ordered.
- A specific product listing expressly provides a return or replacement option.
Arbana reserves the right to verify the claim before approving any return, replacement, exchange, or refund request.
3. Proof Required
To process any claim, customers may be required to provide:
- Clear photographs of the product.
- Videos showing the issue.
- Product packaging images
- Invoice or order details.
- Any other information reasonably requested by Arbana.
Failure to provide adequate proof may result in rejection of the claim.
4. Non-Eligible Cases
Returns, refunds, replacements, or exchanges will not be provided in the following situations:
- Change of mind after delivery.
- Product consumed, opened, or partially used.
- Minor packaging damage that does not affect product quality.
- Incorrect delivery address provided by the customer.
- Customer unavailable during delivery.
- Delivery failure due to customer's building rules, society restrictions, or security policies.
- Failure to answer calls or respond to delivery communications.
- Delays caused by circumstances beyond Arbana's control.
5. Perishable Products
Fresh fruits, vegetables, dairy products, bakery items, frozen products, flowers, and other perishable goods are generally non-returnable after delivery.
Refunds or replacements may only be provided if:
- The item is damaged.
- The item is spoiled
- The item is expired.
- The item delivered is incorrect.
6. Medicines and Healthcare Products
Medicines, healthcare products, medical devices, wellness products, and similar regulated goods are generally non-returnable once delivered, except where:
- The product delivered is damaged.
- The product delivered is expired.
- The wrong item has been delivered.
- Return is permitted under applicable law.
7. Digital Products
Digital products including but not limited to:
- Gift cards
- Vouchers
- Subscription codes
- Digital coupons
are non-returnable and non-refundable once purchased.
Customers should contact the relevant issuer or provider for any usage, redemption, validity, or technical issues.
8. Order Cancellation
Customer Cancellation
Customers may cancel an order before it has been accepted, packed, or dispatched.
Once an order has been packed, assigned to a delivery partner, or dispatched, cancellation may not be permitted.
Arbana Cancellation
Arbana reserves the right to cancel any order due to:
- Product unavailability.
- Pricing errors.
- Technical issues.
- Suspected fraud.
- Regulatory restrictions.
- Operational constraints.
In such cases, eligible refunds shall be processed as per this Policy.
9. Refund Process
Approved refunds shall generally be processed within 7 working days from the date of approval.
Actual credit timelines may vary depending on the customer's payment provider, bank, card issuer, or payment gateway.
10. Refund Methods
Online Payments
For payments made through:
- UPI
- Credit Cards
- Debit Cards
- Net Banking
- Wallets
refunds shall normally be credited back to the original payment source.
Alternatively, Arbana may issue:
- Wallet credits
- Cashback credits
- Promotional coupons
- Store credits
where permitted and communicated to the customer.
Cash on Delivery Orders
For Cash on Delivery (COD) orders, approved refunds may be provided through:
- UPI transfer
- Arbana Wallet Credits
- Promotional coupons
- Store credits
at Arbana's discretion.
11. Promotional Credits and Cashback
Cashback Definition
Cashback refers to promotional credits provided by Arbana and does not imply cash withdrawal, bank transfer, or direct cash payment unless expressly stated.
Cashback Conditions
- Cashback may be promotional or transactional.
- Cashback is offered solely at Arbana's discretion.
- Cashback cannot be transferred, exchanged, or redeemed for cash.
- Cashback may be subject to minimum order value requirements.
- Cashback may be restricted to selected products, categories, locations, or campaigns.
Cashback Reversal
Arbana may reverse or recover cashback if:
- An order is cancelled.
- A refund is approved.
- Fraudulent activity is detected.
- Offer terms are violated.
Cashback Validity
Unless otherwise specified:
- Promotional cashback shall remain valid for 60 days.
- Transactional cashback shall remain valid for 90 days.
Unused cashback shall automatically expire after the applicable validity period.
12. Fraud Prevention
Arbana reserves the right to:
- Reject refund requests.
- Limit refund eligibility.
- Suspend accounts.
- Recover issued refunds, cashback, credits, or promotional benefits
where misuse, abuse, fraudulent activity, or repeated suspicious claims are detected.
13. Arbana's Right to Modify this Policy
Arbana reserves the right to modify, suspend, or withdraw this Policy at any time without prior notice.
Any changes shall become effective upon publication on the Arbana Platform.