Refund & Return Policy
Refund & Return Policy
Last updated: February 9, 2026
Your satisfaction is our priority at Village Dukan
1. Overview
At Village Dukan, we strive to provide the best quality grocery products and service. This policy outlines our procedures for returns, replacements, and refunds.
2. Eligibility for Returns
You may request a return or refund if:
- You received damaged or spoiled products
- The product doesn't match its description
- Wrong items were delivered
- Missing items from your order
- Quality issues with fresh produce
3. Return Timeframe
Return requests must be made within:
- Fresh Products: 2 hours of delivery
- Packaged Goods: 24 hours of delivery
- Frozen Items: Immediately upon delivery
- Non-perishable: 7 days of delivery
4. Return Process
To initiate a return:
- Contact our customer service within the specified timeframe
- Provide your order number and details of the issue
- Share photos of the damaged/wrong products if possible
- Our team will verify and approve the return
- We will arrange pickup for returnable items
5. Refund Methods
Refunds will be issued through the original payment method:
- Credit/Debit Cards: 5-7 business days
- UPI Payments: 24-48 hours
- Net Banking: 3-5 business days
- Wallet Payments: Instant to 24 hours
For Cash on Delivery orders, refunds will be processed to your bank account or wallet.
6. Replacement Policy
We offer replacements for:
- Damaged or defective products
- Wrong items delivered
- Missing items from order
- Quality issues with fresh products
Replacements are subject to product availability. If the product is unavailable, we will issue a refund.
7. Non-Returnable Items
The following items cannot be returned:
- Fresh fruits and vegetables (unless spoiled)
- Dairy products and eggs
- Meat, poultry, and seafood
- Opened packaged foods
- Personal care and hygiene products
- Products with broken seals
8. Cancellation Refunds
Order cancellation refunds:
- Before processing: 100% refund
- During processing: Partial refund (minus processing fees)
- Out for delivery: No cancellation possible
9. Delivery Issues
For delivery-related issues:
- Late deliveries may qualify for delivery fee refunds
- Failed deliveries will be rescheduled or refunded
- Delivery charges refunded for cancelled orders
10. Contact Us
For refund and return requests, please contact our customer service team:
Email: returns@villagedukan.com
Phone: [Your Returns Department Number]
Hours: 8:00 AM - 8:00 PM, 7 days a week
Response Time: Within 2 hours during business hours