PRICING, DELIVERY, RETURN AND REFUND POLICY

• Our Returns and Refunds Policy was last updated on 04 September 2023
• Thank you for shopping at www.urbangrocerymart.com 
• If there is any reason, you are not completely satisfied with a purchase, we invite you to review our policy on refunds and returns.
• The following terms are applicable for any products that you’ve purchased from us.
• When you use our Services, you will also be subject to the terms set out in this Pricing, Delivery, Return, and Refund Policy along with the Terms and Conditions, and the Privacy Policy.

INTERPRETATION AND DEFINITIONS

INTERPRETATION

• The words in which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in the singular or the plural.

DEFINITIONS

FOR THE PURPOSES OF THIS RETURN AND REFUND POLICY:

• “Company” (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Urban Grocery Mart.
• “Goods” refers to the items offered for sale.
• “Orders” means a request by you to purchase goods from us.
• “Website” refers to URBAN GROCERY MART accessible from https://urbangrocerymart.com
• “UGL” means URBAN GROCERY MART 
• “You” means the individual accessing or using the service, or the company, or other legal entity on behalf of which such individual is accessing or using the service, as applicable.

PRICING AND AVAILABILITY:

• The prices mentioned for all the products listed on the Website and/or the Mobile App at the time of ordering will be the prices charged on the date of the delivery. We may at our sole discretion also offer products at a reduced price for a limited period on the Services. All prices are inclusive of GST unless stated otherwise.
• We list availability information for products we sell on the Website and/or the Mobile App, including on each product information page. However, there may be circumstances where any of the products you order are unavailable. We will inform you by email or SMS when processing your order if any products you order turn out to be unavailable.
• Please note that dispatch estimates are just estimates, and the actual time taken to deliver the products may vary.

DELIVERY OF THE PRODUCT:

HOME DELIVERY:

• Please note that for all home deliveries, UGL will charge a delivery fee. This delivery fee will be added to the billed amount at the time of checkout while placing the order online.
• In case there is a delay in delivering the order to you - either due to UGL's own internal reasons or due to your unavailability - UGL is not obligated to compensate you for the inconvenience. You are liable to pay the entire amount of the order before or at the time of delivery.
• For Cash on Delivery, if you choose to pay by a credit/debit card at the time of delivery, UGL will make its best efforts to receive the order amount through a card swipe machine. However, in the event the machine doesn't work, you are required to make the payment by UPI and/or cash. You agree to not delay payment or seek further time to make the payment once the order is delivered.
• UGL reserves the sole right to compensate you for any inconvenience caused. A decision to compensate you for any inconvenience is at the sole discretion of UGL and could happen only through digital payments. Any compensation paid by UGL will be a separate transaction done through a digital payment transfer. You cannot deduct any agreed compensation amount from the order amount.
• You agree to pay the entire order amount (net of any returned items) in full at or before the time of delivery. Exceptions cannot be made in any circumstances.

TENTATIVE TIME FOR DELIVERY OR PICK-UP:

• The typical time that is required to process an order is 24 hours from receiving the order online. Please note all items (including gifts) will be shipped with an invoice mentioning the price. There is no guaranteed dispatch time and any information about the dispatch time is an estimate only and should not be relied upon as such. Therefore, time is not the essence of the bi-partite contract between you and UGL for the purchase and sale of Products through the Services.
• If you believe that the products you ordered are not in good condition, or if the packaging is tampered with or damaged, please refuse to take delivery of the package. UGL shall charge a fee for a carry bag if required by you. In case you find an issue with the product after accepting the delivery, you may return the said product to any of the Urban Grocery Marts and seek recourse as per the terms of the refund policy.
• UGL will make its best efforts to service all orders accurately and on time. However, if in certain pressing situations (including force majeure), we are unable to fulfill an order we will not recompense you for the delay or the non-delivery of the orders.

PAYMENT:

• The Product shall not be delivered to you unless you make the payment for the purchase of the Product. In making available any of the payment methods on the Services, UGL will not be responsible or assume any liability, whatsoever in respect of any loss or damage arising directly or indirectly because of:

1. Lack of authorization for any transaction/s, or
2. Exceeding the preset limit offered by participating banks, or
3. Any payment failure arising out of the transaction, or
4. Decline of transaction for any other reason/s

REFUND AND RETURN

YOUR ORDER CANCELLATION RIGHTS

• In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement. You can inform us of your decision by sending us an email at help@urbangrocerymart.com  

PRODUCTS PURCHASED THROUGH OUR SITE CAN BE RETURNED FOR A REFUND AT URBAN GROCERY MART WITHIN 7 DAYS FROM THE DATE OF THE INVOICE PROVIDED:

• The product has not been used and has not been altered in any manner
• The product is intact and in saleable condition, and
• The product is accompanied by the original invoice of purchase.

THE FOLLOWING TYPES OF PRODUCTS - ONCE ACCEPTED BY YOU CAN NOT BE RETURNED AND REFUNDED:

• The supply of goods which according to their nature are not suitable to be returned, deteriorate rapidly, or where the date of expiry is over.
• The supply of goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
• The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

1. Perishable food items such as butter, cheese, dahi, vegetables, fruits, etc.
2. Seasonal and Festive items such as decoration lights, gift packs, etc.
3. Items purchased in bulk quantities
4. Personal utility items such as undergarments, handkerchiefs, socks, and cosmetics,
5. Fresh Non-food items such as flowers.

PLEASE NOTE:

• Products can only be returned for a refund. We don't provide an exchange of products.
• Products purchased online from our Services can be returned only at our Urban Grocery Mart stores.
• We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.
• UGL will refund you through the same payment mode that was used to purchase the product online. Refunds for products that were purchased online using Credit cards/Debit Cards/Internet Banking/UPI will be credited back to the bank account. Similarly, refunds for products purchased through Cash (Cash on Delivery) will be made in cash.
• UGL shall not be held liable either directly or indirectly for the quality of any Product. Products covered under the Manufacturer's warranty/guarantee cannot be returned to UGL, as the same is covered by the after-sale service offered by the manufacturer of the Product. UGL will not be directly or indirectly liable for goods covered under the manufacturer's warranty/guarantee.

CONTACT US

• If you have any questions about our Returns and Refunds Policy, please contact us: By sending us an email: contact@urbangrocerymart.com 

IN THE EVENT OF ANY DISPUTES IN THIS REGARD, THE SAME SHALL BE REFERRED TO COURTS OF COMPETENT JURISDICTION IN MUMBAI.

UGL RESERVES THE RIGHT TO ALTER OR MODIFY ANY OF THE TERMS AND CONDITIONS OF THIS POLICY WITHOUT ASSIGNING ANY REASON OR PROVIDING INTIMATION WHATSOEVER. UGL'S DECISION ON THE ABOVE WOULD BE FINAL AND YOU SHALL ABIDE BY THE SAME UNCONDITIONALLY.