Return, Refund & Cancellation Policy

Last Updated: 19 October 2026

This Return, Refund & Cancellation Policy applies to purchases made through ApnaDokan, available at https://apnadokan.com/.

For transparency and business verification purposes, our business details are:

Business Name: Apnadukan
Brand Name: ApnaDokan
Website: https://apnadokan.com/
Email: orders@apnadokan.com
Phone: +91 84818 89979
Business Address: Bamutia Road, Taltala, West Tripura, Tripura 799210, India

ApnaDokan sells products that may include fresh vegetables, fruits, dairy products, grocery essentials, packaged food, beverages, household products, and other items displayed on our website.

We want customers to receive the products they ordered in acceptable condition. This policy explains when an order may be cancelled, when a product may be eligible for return or replacement, and how approved refunds are processed.

1. General Return Policy

Eligible non-perishable products may be requested for return within 7 days from the date of delivery, subject to the conditions described in this policy.

Fresh, refrigerated, frozen, perishable, or food-related products are handled differently because their condition may change quickly after delivery.

A return request does not automatically guarantee approval. Each request may be reviewed based on the product type, condition, reason for return, delivery information, and supporting evidence where necessary.

Customers should contact ApnaDokan Customer Support as soon as they identify an issue.

2. Eligible Reasons for Return

A product may be considered for return, replacement, or refund where applicable if:

• The wrong product was delivered.
• The delivered product is materially damaged.
• The product is defective at the time of delivery.
• The product is materially different from what was ordered.
• The quantity delivered is incorrect.
• The package arrived materially damaged and the product inside was affected.
• A fresh or perishable product was delivered spoiled or unusable.
• A sealed packaged product was delivered past its stated expiry date.
• Another legitimate order-fulfilment error occurred.

The remedy may be a replacement, partial refund, full refund, or another reasonable resolution depending on the circumstances.

3. Fresh Vegetables, Fruits and Perishable Products

Fresh vegetables, fruits, dairy products, fresh fish, seafood, refrigerated products, frozen products, and similar perishable items require special handling.

Because these products may deteriorate quickly, customers should inspect them promptly after delivery.

If a fresh or perishable product is:

• spoiled;
• materially damaged;
• incorrect;
• leaking;
• unsafe for use at the time of delivery; or
• otherwise materially defective,

please contact ApnaDokan within 24 hours of delivery.

Where reasonably possible, provide photographs of the affected item and packaging.

Fresh or perishable products generally cannot be returned merely because of a change of mind after delivery.

Natural variations in size, shape, colour, appearance, ripeness, or weight may occur in vegetables and fruits and do not automatically make an item defective.

4. Non-Perishable Products

Eligible non-perishable products may be returned within 7 days of delivery where the applicable return conditions are met.

Where appropriate, returned products should be:

• unused;
• undamaged by the customer;
• in substantially original condition;
• accompanied by original packaging where reasonably applicable; and
• returned with accessories, labels, or included items where relevant.

We may refuse a return where the product has been materially used, altered, damaged after delivery, or returned in a condition that prevents reasonable verification of the original issue.

5. Products That May Not Be Eligible for Return

Unless the product was delivered damaged, defective, incorrect, spoiled, or otherwise affected by an order-fulfilment problem, the following may not be eligible for return:

• Fresh vegetables and fruits
• Fresh fish or seafood
• Dairy and refrigerated items
• Frozen products
• Opened food products
• Consumed or partially consumed products
• Products with broken hygiene or safety seals
• Items damaged after delivery due to improper handling
• Products improperly stored by the customer
• Products returned after the applicable return period
• Items identified on the product page as non-returnable
• Products customized or prepared specifically for a customer, where applicable

This does not limit any rights that cannot legally be excluded under applicable Indian law.

6. Change-of-Mind Returns

For food, grocery, fresh, or perishable products, change-of-mind returns are generally not accepted after delivery.

For eligible non-perishable products, a change-of-mind return may be considered only where the product remains unused and in acceptable original condition.

Any applicable return shipping or handling cost for an approved change-of-mind return may be the customer’s responsibility where legally permitted and clearly communicated.

7. Wrong Product Delivered

If you receive a product different from the item shown in your confirmed order, please contact us promptly.

Provide:

• Order ID
• Product name
• Description of the incorrect item
• Photograph where reasonably required

After verification, ApnaDokan may arrange an appropriate replacement, return, or refund.

Customers should avoid opening or using an incorrectly delivered sealed product unless necessary to identify the issue.

8. Damaged Products

If a product arrives materially damaged, notify ApnaDokan as soon as reasonably possible.

Photographs of the product, outer packaging, shipping label, and damaged area may be requested to help us verify the issue.

We may offer:

• replacement;
• refund;
• partial refund; or
• another appropriate resolution.

The appropriate remedy will depend on the nature and extent of the damage.

9. Missing Products

If an order is delivered but one or more items are missing, please contact Customer Support with the relevant Order ID.

We may review order packing and delivery information.

Where a missing item is verified, ApnaDokan may arrange delivery of the missing item or issue an applicable refund.

10. Incorrect Quantity

If the quantity received is different from the quantity shown in your confirmed order, please notify us promptly.

After verification, we may supply the missing quantity or refund the applicable amount.

11. Expired Products

If a packaged product is delivered after its stated expiry date, please do not consume or use it.

Contact ApnaDokan Customer Support promptly and provide photographs showing the product and expiry information.

Where verified, the item may qualify for a replacement or refund.

12. How to Request a Return or Refund

To request a return, replacement, or refund, contact:

Email: orders@apnadokan.com
Phone: +91 84818 89979

Please provide as much of the following information as applicable:

• Customer name
• Order ID
• Order date
• Product name
• Quantity
• Reason for request
• Description of the issue
• Photographs or other supporting information where appropriate
• Contact number

Providing complete information may help us review the request more quickly.

13. Return Request Review

After receiving a return or refund request, ApnaDokan may review the information provided.

We may ask reasonable follow-up questions or request photographs where necessary to verify the issue.

Approval may depend on:

• product type;
• return eligibility;
• date of delivery;
• condition of the product;
• reason for return;
• supporting information; and
• applicable consumer rights.

Customers will be informed of the available resolution after review.

14. Return Shipping

Where a physical return is required, ApnaDokan will provide reasonable instructions.

For returns resulting from an incorrect, damaged, or defective product attributable to our fulfilment, the appropriate return arrangement will be determined by ApnaDokan.

Customers should not send products to an address without receiving return instructions where a return is required.

For certain fresh or damaged items, a physical return may not be necessary after sufficient verification.

15. Refund Eligibility

A refund may be approved where:

• An eligible return is accepted.
• An ordered item is unavailable after payment.
• ApnaDokan cancels a prepaid order.
• A verified damaged, spoiled, incorrect, or defective product qualifies for refund.
• A missing item is verified and cannot reasonably be replaced.
• A duplicate payment is verified.
• Another refund is required under applicable policy or law.

Depending on the issue, a refund may apply to the whole order or only the affected product.

16. Refund Amount

Approved refunds generally relate to the amount paid for the eligible product or affected portion of the order.

Where appropriate, shipping or other charges may also be refunded depending on the reason for the refund.

If only part of an order is affected, the refund may be limited to that portion.

Promotional discounts, coupons, or other benefits may be taken into account when calculating the refundable amount.

17. Refund Processing

Once a refund request has been reviewed and approved, ApnaDokan will initiate the applicable refund through the appropriate payment method.

Where technically possible, refunds are normally sent to the original payment method used for the transaction.

This may include the applicable UPI account, PhonePe-supported payment method, card, bank account, or other method originally used through checkout.

ApnaDokan does not ask customers to disclose UPI PINs, card PINs, banking passwords, or OTPs to receive a refund.

18. Refund Processing Time

After ApnaDokan initiates an approved refund, additional processing time may be required by the customer’s bank, card issuer, UPI provider, payment gateway, or other financial institution.

The exact time required for the amount to appear in the customer’s account may vary depending on the payment provider.

If an approved refund does not appear after a reasonable processing period, customers should contact ApnaDokan with the relevant Order ID and transaction details.

19. Cash on Delivery Refunds

If Cash on Delivery is offered and a refund becomes payable for an eligible COD order, ApnaDokan may request appropriate bank or payment information required to issue the refund.

Customers should provide only the information reasonably required to receive the refund.

We will not ask for passwords, UPI PINs, card PINs, or OTPs.

20. Duplicate Payments

If you believe you were charged more than once for the same order, please contact Customer Support.

Provide:

• Order ID
• Transaction references
• Payment date
• Amount paid

After verification, an applicable duplicate payment may be refunded.

Customers should avoid repeatedly submitting payments while a transaction status is still pending.

21. Failed or Pending Payments

If payment is debited from your account but the order is not confirmed, the transaction may initially remain pending.

Payment providers may automatically reverse certain failed transactions.

Where necessary, ApnaDokan may verify the payment status using the available transaction information.

If we confirm receipt of a payment for an order that was not successfully created or processed, we will take appropriate steps to resolve the transaction.

22. Cancellation Before Dispatch

Customers may request cancellation before an order has been dispatched or entered a stage where cancellation is no longer reasonably possible.

To request cancellation, contact Customer Support as soon as possible with the Order ID.

A cancellation request is not confirmed until it has been accepted by ApnaDokan.

23. Cancellation After Dispatch

Once an order has been dispatched, cancellation may no longer be possible.

If the product is otherwise eligible for return, the customer may request a return after delivery according to this policy.

Fresh, grocery, and perishable products may not be eligible for return merely because the customer no longer wants them.

24. Cancellation of Fresh or Prepared Orders

Fresh, perishable, specially prepared, or time-sensitive orders may enter processing shortly after confirmation.

Once preparation or fulfilment has begun, cancellation may not be possible.

Customers should therefore review the order carefully before confirming payment.

25. Cancellation by ApnaDokan

ApnaDokan may cancel all or part of an order for legitimate reasons, including:

• Product unavailable
• Incorrect inventory
• Delivery location unsupported
• Payment failure
• Payment cannot be verified
• Incorrect pricing caused by a technical error
• Suspected fraudulent transaction
• Incorrect customer information
• Operational or delivery restrictions
• Circumstances preventing lawful fulfilment

If ApnaDokan cancels a prepaid order, the applicable paid amount will be refunded according to this policy.

26. Refusal of Delivery

Customers should not refuse an order without a legitimate reason where the products supplied match the confirmed order.

Repeated unjustified refusal of deliveries may result in restrictions on future orders.

Where a customer refuses a prepaid order, refund eligibility may depend on the product type, delivery stage, returnability, and costs already incurred.

Perishable products may not qualify for refund after an unjustified refusal.

27. Refund Abuse and Fraud

ApnaDokan reserves the right to investigate suspicious return or refund activity.

This may include repeated claims involving:

• false damage reports;
• false missing-item claims;
• altered evidence;
• unauthorized payment disputes;
• abuse of promotional offers; or
• other fraudulent behavior.

Where appropriate, we may refuse an invalid claim or restrict an account, subject to applicable law.

28. Product Images and Natural Variation

Images displayed on ApnaDokan are intended to help customers identify products.

Fresh vegetables, fruits, and natural food products may vary in size, shape, shade, colour, or appearance.

A reasonable natural variation does not automatically qualify a product for return or refund.

However, products that are materially damaged, spoiled, incorrect, or unsuitable at delivery may still qualify under this policy.

29. Storage After Delivery

Customers should appropriately store fresh, frozen, refrigerated, and other temperature-sensitive products after receiving them.

ApnaDokan may not be responsible for deterioration caused by improper storage after successful delivery.

Customers should follow product-specific storage instructions where provided.

30. Refund Communication

ApnaDokan may communicate refund or return updates through email, phone, account notifications, or other contact methods provided by the customer.

Customers should ensure that the contact information supplied with the order is accurate.

31. Original Payment Method

Where possible, refunds will be processed back to the original payment method.

This helps maintain transaction security and proper payment records.

We generally do not redirect an electronic refund to an unrelated third-party account.

Exceptions may apply where the original method cannot technically receive the refund or where another method is reasonably required.

32. Bank and Payment Gateway Delays

After a refund has been successfully initiated by ApnaDokan, the final crediting of the amount may depend on the relevant bank or payment provider.

ApnaDokan cannot directly control processing times within independent financial institutions.

We will provide reasonable assistance where an approved refund requires transaction verification.

33. Relationship With Other Policies

This policy should be read together with our:

Terms and Conditions
Privacy Policy
Shipping & Delivery Policy
Payment Policy

Where another policy provides additional requirements for a specific transaction, those terms may also apply.

34. Consumer Rights

Nothing in this policy is intended to remove or restrict any mandatory consumer rights available under applicable laws of India.

If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail to the extent of that conflict.

35. Policy Updates

ApnaDokan may update this Return, Refund & Cancellation Policy from time to time to reflect changes in:

• product categories;
• delivery operations;
• payment methods;
• return procedures;
• customer service processes; or
• applicable requirements.

The updated version will be published on this page.

The Last Updated date at the top indicates when this policy was most recently revised.

36. Customer Support and Grievances

For returns, refunds, cancellations, damaged products, missing items, payment concerns, or other order-related questions, please contact:

ApnaDokan Customer Support

Business Name: Apnadukan
Brand Name: ApnaDokan
Address: Bamutia Road, Taltala, West Tripura, Tripura 799210, India
Email: orders@apnadokan.com
Phone: +91 84818 89979
Website: https://apnadokan.com/

Please include your Order ID when contacting us regarding an existing purchase.