Apni Desi Dukaan (ADD)

Delivery & Refund Policy

Delivery Policy

Mandatory Lift Access for High Floors

• For deliveries to flats above the 2nd floor, lift access must be provided to our delivery partners
• In the absence of lift access or permission, the customer must collect the order from the society gate
• If the customer refuses or delays collection, the order may be marked as "delivered at gate", and no refund or complaint will be entertained

Restricted Entry and Delays

• Any delay caused due to society gate protocols, entry restrictions, ID submissions, or guest pass wait time will not be considered ADD's responsibility
• Complaints regarding delivery time will be automatically rejected if such delays are identified

Contact at Time of Delivery

• Customers must answer calls or be available when the delivery partner arrives
• Unreachable customers or missed calls beyond 5 minutes may lead to order cancellation without refund

Repeat Delivery Attempts Not Guaranteed

• One-time delivery attempt only
• Reattempts will be made only at ADD's discretion, and may involve additional charges payable in advance

Heavy/Fragile Item Responsibility

• For orders involving heavy or fragile items, if the customer refuses to collect from the gate (where required), ADD is not liable for damage during stair delivery
• The customer assumes full responsibility for manual carrying if lift is not accessible

Weather and Traffic Conditions

ADD and its delivery partners are not responsible for delays caused due to weather, traffic, local disruptions, or strikes

Safety First Policy

• Delivery partners have the right to cancel delivery in any unsafe, abusive, or suspicious situations
• Any such cancellation will be marked as "cancelled by customer circumstances", and no refund will be processed

Respect Toward Delivery Partners

• Our delivery partners are humans, not machines. We request all customers to treat them with politeness, respect, and empathy
• Abusive or aggressive behavior may result in the blocking of service for the customer

Refund & Replacement Policy

We aim to maintain high service standards, but certain conditions apply to refunds and replacements:

Wrong or Damaged Products

• Must be reported within 2 hours of delivery via app/helpline
• Clear photo/video evidence is mandatory. Complaints without proof will be rejected

No Refund on Change of Mind

Orders once placed cannot be cancelled or refunded due to change of mind, incorrect item selection, or personal reasons

Perishable Items

• No refund on perishable items (e.g., dairy, vegetables, fruits) if not reported immediately upon delivery
• Spoilage due to delayed pickup from society gate is not our responsibility

Delivery Refusal by Customer

If the customer refuses to accept the order due to reasons outside ADD's control (e.g., timing mismatch, minor packaging issues), no refund or replacement will be provided

No Partial Refunds

ADD does not offer partial refunds for combo items, bundled offers, or packaging preferences

Delivery Marked Completed

• If a delivery is marked completed by the delivery partner with valid timestamp and photo (if applicable), it is deemed successfully delivered
• Any claim to the contrary must be backed with CCTV proof or witness, which will be reviewed internally

Investigation Time

• All refund or replacement requests are subject to internal review and may take 3–7 working days to resolve
• ADD's decision will be final and binding

Abuse of Refund/Complaint System

Customers with frequent or false complaints may be flagged and denied future refunds, deliveries, or even access to ADD services

Thank you for choosing Apni Desi Dukaan!

By using our services, you agree to the above terms and conditions.