Refund & Cancellation Policy

2.1. Before Seller Acceptance: If you cancel an order before the seller has accepted it, you are entitled to a full refund. For online payments, the refund will be processed to the original payment method. For COD orders, no charge is incurred.

2.2. After Seller Acceptance: Once a seller has accepted your order and begun preparation or packing, cancellation may not be possible or may result in a partial refund, depending on the stage of preparation. The seller has discretion in determining the refund amount based on work already completed.

2.3. After Dispatch: Once an order has been dispatched for delivery, it generally cannot be cancelled. If you refuse delivery of a non-perishable item, a refund may be issued after deducting delivery charges.

3.1. If you receive a food order with quality issues (e.g., spoiled, undercooked, or significantly different from the description), you may report the issue within 1 hour of delivery to be eligible for a refund or replacement.

3.2. Missing items from your order entitle you to a refund for the specific missing items. Report missing items within 1 hour of delivery.

3.3. To file a complaint, you must provide clear photographs of the issue along with a description of the problem.

3.4. KA26 will review the complaint in consultation with the restaurant and issue an appropriate refund, replacement, or credit within 3 business days of the report.

4.1. If you receive a damaged, defective, or wrong item from a store order, you may report the issue within 24 hours of delivery to be eligible for a refund or replacement.

4.2. You must provide clear photographs showing the damage or discrepancy, along with a description of the issue.

4.3. KA26 will coordinate with the seller to determine the appropriate resolution, which may include a full refund, partial refund, replacement, or store credit.

4.4. Items must be in their original packaging (where applicable) and unused for a return to be accepted.

5.1. In accordance with the Drugs and Cosmetics Act, 1940, and related regulations, medicines and pharmaceutical products cannot be returned once dispensed.

5.2. However, if you receive a damaged, expired, or incorrect pharmaceutical product, you may report the issue within 24 hours of delivery with photographs as evidence. Eligible cases will receive a replacement at no additional cost.

5.3. Opened or partially consumed medicines are not eligible for replacement or refund under any circumstances.

5.4. The pharmacy reserves the right to verify reported issues before issuing a replacement.

6.1. Online payments (UPI): Approved refunds will be processed within 3-7 business days to the original payment method. The actual credit to your account may take additional time depending on your bank or payment provider.

6.2. Cash on Delivery (COD): For COD orders that have not yet been delivered, no charge is incurred upon cancellation. For COD orders where payment has been collected, refunds will be processed to your preferred payment method within 3-7 business days.

6.3. KA26 will notify you via the app and/or email once a refund has been initiated.

7.1. If your order is not delivered at all, you are entitled to a full refund regardless of the order type.

7.2. If delivery is significantly delayed beyond the estimated time, you may request a cancellation and full refund, provided the order has not already been delivered.

7.3. If an order is delivered to the wrong address due to a Platform or delivery partner error, KA26 will arrange for re-delivery or issue a full refund.