Return And Refund Policy

Last updated on: 16th February 2026

At Bakaloo, we strive to ensure customer satisfaction and high service quality. However, due to the nature of the quick commerce business and perishable goods such as vegetables, fruits, and other grocery items, the ability to return products and request refunds is subject to the conditions and timelines described below.

1. Returns and Quality Issues

Because many items delivered through Bakaloo are perishable or food-related, returns are generally not accepted once the order has been delivered unless there is a genuine quality issue, damage, spoilage, incorrect item, or expiration on the delivered products. This approach is consistent with industry practices in the quick commerce and grocery delivery space.

If you receive an item that is damaged, spoiled, expired, incorrect, or significantly different from what was ordered, you may request a return or refund within 24 hours of delivery using the order help section on the Platform or by contacting our customer support.

To support your request, you may be asked to provide photos or other evidence showing the issue. Once the request is reviewed and approved, we will proceed with the next steps as described in this Policy.

2. How Refunds Are Processed

Once your return or refund request is approved, a refund will be initiated. Refunds are generally processed within 7 business days, but the time for the amount to appear in your account may vary depending on your bank or payment provider.

Refunds are typically made to the original payment method used at the time of purchase, unless otherwise agreed by Bakaloo. For orders placed using online payment methods such as UPI, debit cards, credit cards, or wallets, approved refund amounts will be credited back to the same source. Please note that banks or payment providers may take additional time to reflect the refunded amount.

3. Items Not Eligible for Return

Certain items may not be eligible for return or refund due to their nature, safety, or hygiene reasons. These typically include opened or partially consumed products, perishable goods once accepted, items delivered in satisfactory condition, or products that cannot be resold for safety reasons. This is consistent with common practices in the quick commerce and grocery delivery industry.

In cases where the product is non-returnable as per this Policy but is found to be defective or not as described, you may still contact customer support. Such requests will be reviewed on a case-by-case basis.

4. Partial Refunds

In some situations, such as when only part of an order is affected, for example one item in a multi-item order being damaged or incorrect, Bakaloo may offer a partial refund for the affected item or items rather than a full order cancellation or return.

The amount of the partial refund will be determined based on the nature of the issue and the value of the affected item or items.

5. How to Request a Return or Refund

To raise a return or refund request, you can:

• Use the Order Help or Report Issue option on the app or website
• Contact customer support via email or phone with the order ID and relevant details or photos of the issue

Please ensure that issues are reported within the specified time window, generally within 24 hours of delivery, to be eligible for consideration.

6. Review and Verification

All return and refund requests are subject to review and verification by Bakaloo. We reserve the right to request additional information or evidence to validate your claim. Refund eligibility and amounts are determined based on this verification and in accordance with this Policy.

7. Policy Changes

Bakaloo may update this Return & Refund Policy from time to time to reflect changes in our processes, regulatory requirements, or business operations. Updated versions will be posted on the Platform with an updated “Last updated on” date.