Cancellation, Return & Refund Policy – Sabziwale

Effective Date: 30 October 2025
Last Updated: 30 October 2025

This Cancellation, Return & Refund Policy (“Policy”) is issued by Sabziwale (hereinafter referred to as “Company”, “we”, “us” or “our”) and governs cancellations, returns and refunds for goods ordered through the Sabziwale platform (mobile application and website) (hereinafter collectively referred to as the “Platform”). This Policy is supplemental to and forms part of the Terms & Conditions and the Privacy Policy of the Company. By placing an order on the Platform, the Customer accepts and agrees to be bound by this Policy.

This Policy is prepared in consonance with applicable Indian laws. It is the intent of the Company to ensure fairness to Customers while preserving legitimate commercial interests of the Company and its Delivery Partners.

1. Definitions

In this Policy, unless the context otherwise requires:

• “Customer” means a natural person or entity who places an order through the Platform.
• “Delivery Partner” means the person or entity engaged or appointed by the Company to effect physical delivery of Products to the Customer.
• “Products” means goods made available for sale on the Platform including fresh produce, groceries and allied items.
• “Order” means a confirmed purchase transaction placed by the Customer on the Platform.

2. Inspection at Delivery

(a) The Customer is obliged to physically inspect and verify the Products in the presence of the Delivery Partner at the time of delivery.
(b) Any complaint concerning quality, damage, spoilage, shortage, wrong item delivery or similar defects must be raised and recorded in the presence of the Delivery Partner before the Delivery Partner departs the delivery location. The Company may require the Customer to sign an incident report or acknowledgement documenting the complaint.

3. Cancellation of Orders

3.1 Cancellation by Customer

(a) A Customer may cancel an Order prior to dispatch. Cancellation requests must be submitted through the Platform’s cancellation facility or the Company’s customer support channels.
(b) Once the Order has been dispatched or handed over to the Delivery Partner for delivery, cancellation by the Customer shall not be permitted except where expressly permitted by the Company under exceptional circumstances.

3.2 Cancellation by Company

(a) The Company reserves the right to cancel an Order in whole or in part at its sole discretion on legitimate grounds including, without limitation: non-availability of Product, pricing errors, technical issues, suspected fraud, failure to verify Customer details, or where the delivery address is beyond the Company’s serviceable area.
(b) In the event of cancellation by the Company after payment has been received, the Company shall process a refund in accordance with Section 6 below.

4. Eligibility for Return and Refund

(a) Returns and refunds shall be accepted only where the Products are found to be damaged, spoiled, materially defective, or the incorrect item is delivered, and such defect is identified and reported at the time of delivery in accordance with Section 2.
(b) Minor natural variations in size, weight, colour, shape, texture or appearance inherent to agricultural produce and not affecting usability or safety shall not constitute a defect for the purposes of this Policy.
(c) The Customer shall not be entitled to a return or refund if the Product has been partially or wholly consumed, mishandled, or if the complaint is raised after the Delivery Partner has departed the delivery location (except where the Company, in its sole discretion, elects to investigate).

5. Return Process

(a) To initiate a return, the Customer must (i) notify the Delivery Partner at the time of delivery and record the complaint through the Platform or Customer Support; and (ii) provide reasonable evidence of the defect such as photographs or video if requested by the Company.
(b) The Company reserves the right to require the return of the Product to the Company or to instruct the Delivery Partner to collect the Product for inspection prior to approving a refund or exchange. The Company may decline return/collection requests which do not conform to this Policy.
(c) Where a return is approved, the Company shall collect the Product in accordance with the Company’s return logistics process.

6. Refunds — Mode, Timelines & Process

(a) If a refund is approved, the refund will ordinarily be processed to the original mode of payment used by the Customer at the time of purchase. Where the original payment method is not available (for example, in case of Cash on Delivery), the Company may, with Customer’s consent, issue the refund as wallet credit on the Platform or by bank transfer / UPI.
(b) Approved refunds shall be effected within 7 (seven) to 10 (ten) business days from the date of approval of the refund. The Company shall endeavour to expedite processing but shall not be liable for delays attributable to payment intermediaries, banks or other third parties.
(c) The Company’s decision as to the validity of a refund claim shall be final and binding, subject to applicable law. The Company may withhold or deny refunds where it has reasonable grounds to suspect fraud, abuse of the refund process, or misrepresentation by the Customer.

7. Exchange Policy

(a) Exchange of Products shall be permitted only when: (i) the replacement Product is available in stock; (ii) the return request is raised at the time of delivery and is approved by the Company; and (iii) the returned Product satisfies the return conditions set out in this Policy.
(b) If an immediate exchange is not feasible, the Company shall offer a refund in accordance with Section 6.

8. Evidence and Verification

(a) The Company may require photographic, video or other documentary evidence to validate any claim for return or refund. The Company shall retain absolute discretion to accept or reject evidence submitted.
(b) The Customer agrees to cooperate with any investigations conducted by the Company or its third-party agents in relation to reported delivery, quality or refund disputes.

9. Exclusions and Limitations

(a) No return or refund shall be permitted for complaints not reported at the time of delivery, unless the Company, in its sole discretion, decides otherwise after an investigation.
(b) The Company shall not be responsible for defects arising from misuse, negligence, improper storage or handling by the Customer after delivery.
(c) The Company’s liability under this Policy shall be limited to the value of the affected Product(s) and shall not extend to indirect, incidental or consequential losses.

10. Customer Obligations

(a) The Customer must: (i) inspect Products at delivery in the presence of the Delivery Partner; (ii) immediately notify the Delivery Partner and the Company of any defect or discrepancy; (iii) preserve the Product in the condition in which it was delivered until inspection is completed; and (iv) provide accurate information to enable the Company to process returns or refunds.
(b) Failure to comply with these obligations may result in rejection of the return/refund claim.

11. Modifications to the Policy

The Company reserves the right to amend or modify this Policy at any time. Any revision shall be published on the Platform with an updated “Last Updated” date. Continued use of the Platform after publication of any amendment constitutes acceptance of the amended Policy.

12. Contact Information

For cancellations, returns, refunds or related enquiries, Customers may contact the Company through the following channels:

• Customer Support Email: support@sabziwale.in
• Helpline : Chat Support on Platform (Sabziwale)

13. Miscellaneous

(a) Nothing in this Policy shall derogate from the Customer’s statutory rights under applicable law.
(b) The Company shall act reasonably in implementing this Policy and in resolving disputes between the Company, Customers and Delivery Partners.
(c) If any provision of this Policy is held invalid or unenforceable, such invalidity shall not affect the other provisions which shall remain in full force and effect.