Return & Refund Policy

1. Our Return Policy

We accept return or replacement requests only for eligible situations, such as receiving an incorrect product, a damaged product or a product that has a genuine quality issue at the time of delivery.

Due to the fresh and perishable nature of certain food products, we generally do not accept returns simply because a customer has changed their mind or no longer requires the product.

2. Eligible Reasons for Replacement or Refund

You may contact us if your order has one of the following issues:

• You received the wrong product.
• A product was damaged during delivery.
• A product is missing from your order.
• The product has a genuine quality issue at the time of delivery.
• The delivered product does not reasonably match the product ordered.

3. Fresh & Perishable Products

Products such as fresh dairy items, eggs, vegetables and other perishable food items may have limited return eligibility because of their nature.

Once delivered, customers should store products according to the applicable product instructions and recommended storage conditions.

We may not be able to accept a complaint where a product has been improperly stored, handled or consumed after delivery.

4. How to Report an Issue

If you receive a damaged, incorrect or defective product, please contact our customer support team as soon as possible.

To help us review your request, we may ask you to provide:

• Your order number.
• Your name and registered phone number.
• Details of the issue.
• Photographs or videos of the product and packaging, where applicable.
• Any other information reasonably required to verify the issue.

5. Reporting Time

For damaged, incorrect or quality-related issues, please contact Joy Fresh Mart promptly after receiving your order.

6. Return & Replacement Process

Once we receive your complaint and any requested supporting information, our team may review the order and determine the appropriate resolution.

Depending on the situation, the resolution may include:

• Replacement of the affected product.
• Refund of the affected product amount.
• Store credit or another suitable resolution.

The final resolution will depend on the nature of the issue and the information available to us.

7. Refund Eligibility

A refund may be considered where an order or product qualifies under this policy and a replacement is not suitable or available.

Refunds are generally limited to the amount paid for the affected product or order component, subject to the applicable circumstances and payment method.

8. Refund Processing

Once a refund is approved, it will be processed using the applicable payment method or refund mechanism available for the order.

The time taken for the refunded amount to appear in the customer's account may vary depending on the payment provider, bank or financial institution.

9. Cancellation of Orders

Customers may contact Joy Fresh Mart to request cancellation of an order as soon as possible after placing it.

Cancellation may not be possible once an order has been processed, prepared or dispatched for delivery, particularly for fresh and perishable products.

If cancellation is accepted, any applicable refund will be handled according to the circumstances and payment method.

10. Non-Returnable Situations

A return, replacement or refund may not be available in situations including:

• Change of mind after receiving the product.
• Incorrect storage or handling after delivery.
• Damage caused after delivery by the customer.
• Products that have been substantially consumed or used.
• Complaints made after an unreasonable delay.
• Issues that are not related to the condition of the product at delivery.

11. Incorrect or Incomplete Delivery Information

Customers are responsible for providing accurate delivery details and ensuring that someone is available to receive the order where required.

Refunds or replacements may not be available where delivery fails because of an incorrect address, unavailable recipient, incorrect contact information or other circumstances caused by the customer.

12. Promotional Products & Offers

Products purchased under promotional offers, discounts or special campaigns may be subject to additional terms.

Any refund or replacement for promotional orders will be handled according to the applicable offer terms and this policy.

13. Delivery Areas

Joy Fresh Mart currently serves selected locations, including:

• Gurgaon
• Delhi NCR
• Rewari
• Bhiwadi

Return, replacement and refund services may depend on the delivery location and availability of our delivery operations.

14. Product Quality & Storage

Customers should follow the storage and handling instructions provided with the applicable product.

For products requiring refrigeration or specific storage conditions, responsibility for appropriate storage passes to the customer after delivery.

15. Policy Changes

Joy Fresh Mart may update this Return & Refund Policy from time to time to reflect changes in our products, services, operational practices or applicable requirements.

The latest version will always be published on this page with the updated date.

16. Contact Us

If you have a problem with your order or need assistance with a return, replacement or refund request, please contact us using the details below.