Refund & Return Policy

1. Eligibility for Refunds & Replacements

You may be eligible for a full refund or replacement under the following specific circumstances:

• Damaged Products: Items arrive physically damaged, crushed, or visibly spoiled at the time of delivery
• Incorrect Items: You receive products different from what you ordered
• Quality Issues: Products show clear signs of spoilage, rotting, or poor quality upon delivery inspection
• Missing Items: Parts of your order are completely missing from the delivery
• Significant Quantity Shortage: Noticeable underweight or undercount compared to what was ordered

Verification Required: All refund requests require verification through photos/videos and may involve physical inspection by our quality team.

2. Reporting Timeline and Procedure

To be eligible for a refund or replacement, you must report the issue within 2 hours of order delivery. This allows us to verify the condition of perishable items while maintaining food safety standards.

How to Report an Issue:

1. Contact Support Immediately: Email us at support@rythuri.com within 2 hours of delivery
2. Provide Clear Evidence: Include 3-4 clear photos or a short video showing:
   • The damaged/incorrect items
   • The packaging condition
   • The entire delivered order
   • Any visible quality issues
3. Include Required Information: Provide your Order ID, contact information, and detailed description of the issue
4. Preserve Evidence: Keep the products in their delivered condition until we complete our investigation

3. Refund Processing and Timelines

3.1 Online Payments (UPI, Cards, Net Banking)

3.2 Cash on Delivery (COD)

3.3 Replacement Orders

4. Non-Refundable Circumstances

We cannot provide refunds or replacements in the following situations:

• Change of Mind: Simply changing your mind about the products ordered
• Ordering Mistakes: Errors in order placement by the customer
• Natural Variations: Minor differences in size, color, or appearance characteristic of fresh produce
• Partial Consumption: Items that have been partially consumed, used, or opened (unless for quality verification)
• Late Reporting: Issues reported after the 2-hour window from delivery
• Delivery Delays: Delays due to circumstances beyond our control (traffic, weather, etc.)
• Customer Unavailability: Failed delivery attempts due to customer unavailability
• Normal Quality Changes: Natural ripening or quality changes that occur after delivery with fresh produce

5. Digital Content and Services

6. Quality Standards and Natural Products

As a grocery service specializing in fresh produce, we want to clarify our quality standards:

• Natural Variations: Fresh fruits and vegetables naturally vary in size, shape, color, and appearance
• Seasonal Changes: Product characteristics may change with seasons and growing conditions
• Ripening Process: Some fruits continue to ripen after delivery, which is a natural process
• Agricultural Products: Minor blemishes or irregularities are common in farm-fresh produce and do not indicate poor quality

We maintain high quality standards but cannot guarantee uniform perfection in natural agricultural products.

7. Dispute Resolution Process

If you are unsatisfied with our refund decision, you may request a review through the following process:

1. Initial Review: Contact us with additional evidence or clarification
2. Quality Team Assessment: Our quality team will re-examine your case
3. Escalation: If still unresolved, request escalation to a senior manager
4. Final Resolution: We will provide a final decision within 7 business days

We are committed to fair resolution of all customer concerns and will make every reasonable effort to address valid issues.

8. Policy Updates and Compliance

This refund policy is designed to comply with:

• Google Play Developer Program Policies
• Indian Consumer Protection Act, 2019
• Food Safety and Standards Authority of India (FSSAI) regulations
• Industry best practices for perishable goods

We may update this policy to reflect changes in regulations or business practices. Significant changes will be communicated to users.

9. Contact Information