Return & Refund Policy

COMPREHENSIVE RETURN, REPLACEMENT, AND REFUND POLICY - GHORER BAZAR

Last Updated: August 24, 2026

Welcome to Ghorer Bazar ("we," "our," or "us"). We operate as a premier grocery and daily essentials delivery platform dedicated to bringing fresh, high-quality products straight from local markets and vendors to your doorstep.

We understand that shopping online for groceries requires complete trust and transparency. To protect our customers while ensuring fair business practices, we have established this comprehensive Return, Replacement, and Refund Policy. By accessing our mobile application, creating an account, or placing an order on Ghorer Bazar, you explicitly agree to read, understand, and be legally bound by the terms and conditions outlined below.

SECTION 1: THE 1-DAY (24 HOURS) RETURN & REPLACEMENT FRAMEWORK

1.1. Absolute Transparency & Standardized Timeframe: To ensure absolute transparency, fairness, and complete customer satisfaction, Ghorer Bazar strictly enforces a standardized 1-Day (24 Hours) Return and Replacement Policy. This 24-hour window is calculated strictly and precisely from the exact date and timestamp of successful delivery as recorded by our delivery system.

1.2. Mandatory Reporting Within 24 Hours: If you encounter any genuine issue, discrepancy, or fault with your delivered grocery items, you are legally and procedurally required to contact our customer support team or formally raise a return/replacement request through the Ghorer Bazar app within 24 hours of delivery completion.

1.3. Expiration of Return Window: Please note with utmost clarity that any return, replacement, or refund requests initiated after the completion of the 24-hour timeframe from the exact time of delivery will not be entertained, accepted, or processed under any circumstances.

SECTION 2: ELIGIBILITY PARAMETERS FOR RETURNS AND REPLACEMENTS

Within the stipulated 24-hour window, products purchased on Ghorer Bazar are eligible for return or replacement exclusively under the following verified conditions:

2.1. Physical Damage, Torn, or Defective Items: The grocery item or packaged goods delivered to you are physically damaged, torn, crushed, leaking, or broken upon arrival at your doorstep.

2.2. Expired Products: The product delivered has exceeded its printed manufacturing expiration date, "best before" date, or use-by date at the exact time of delivery.

2.3. Incorrect Items or Wrong Quantities: An incorrect product, a different variant, a wrong brand, or an incorrect quantity (which completely differs from what you actually ordered via the Ghorer Bazar app) has been delivered to you.

SECTION 3: INSPECTION GUIDELINES AND RECOMMENDATIONS

3.1. Thorough Check at Delivery: While our 1-Day policy grants you a 24-hour evaluation window, we strongly recommend and encourage all our customers to thoroughly inspect all grocery items, packets, and quantities in the presence of our delivery partner at the exact time of delivery.

3.2. Spot Resolution Benefits: Spotting and reporting visible discrepancies (such as crushed boxes, leaking milk packets, or missing items) right at the time of delivery allows our delivery personnel to verify the issue instantly and fast-tracks your replacement or adjustment process.

SECTION 4: STRICTLY NON-RETURNABLE ITEMS AND EXCEPTIONS

To maintain high standards of health, hygiene, food safety, and product integrity, the following categories of items cannot be returned, replaced, or refunded after delivery (even if requested within the 24-hour window), unless proven damaged or expired at the exact time of receipt:

4.1. Opened or Unsealed Packages: Any food packets, spice bags, beverage bottles, or containers that have been opened, unsealed, broken, or partially consumed by the customer.

4.2. Perishable Fresh Produce: Loose fresh fruits and vegetables once they have been thoroughly inspected, accepted, and signed off by the customer at the time of doorstep delivery.

4.3. Post-Delivery Mishandling: Any damage, spoilage, melting, or quality degradation caused due to improper storage, environmental factors, mishandling, or negligence at the customer's end after successful delivery has been completed.

SECTION 5: STEP-BY-STEP REFUND PROCESS AND TIMELINES

5.1. Mandatory Verification: Once your return or replacement request is formally submitted within the 24-hour window, accompanied by valid supporting evidence (such as clear photographs or unboxing videos of the damaged/expired items), our internal quality and support team will conduct a thorough review and verification.

5.2. Fulfillment of Replacements: If a replacement is requested and successfully approved through our verification process, Ghorer Bazar will dispatch and deliver a fresh replacement item, subject to stock availability.

5.3. Refund Modes and Timelines:

For prepaid orders (completed via UPI, debit/credit cards, or net banking), approved refunds will be processed and systematically credited back to your original source of payment within 5 to 7 business days.

For Cash on Delivery (COD) orders, alternative refund solutions, such as direct bank transfer or instant credits to your Ghorer Bazar app wallet, will be provided for your convenience.

SECTION 6: CUSTOMER SUPPORT AND DISPUTE RESOLUTION

We value your relationship with Ghorer Bazar and are always here to assist you with dedication! If you have any operational questions, complaints, grievances, or urgent concerns regarding your grocery orders, delivery agents, or this Return, Replacement, and Refund Policy, you can easily get in touch with our dedicated customer support team through the Help and Support section of the Ghorer Bazar app.