Refund & Cancellation Policy
1. Cancellation by the customer
| Order state | Can you cancel? | Refund |
|---|---|---|
| Placed but not yet accepted by merchant | Yes, free | Full refund initiated within 24 hours |
| Accepted · not yet picked up | Only if the merchant has not started preparation | Full refund if cancellation accepted; partial refund (excluding any consumed inventory) otherwise |
| Picked up by delivery partner | No — order is in transit | Not eligible for cancellation; see post-delivery resolution below |
| Delivered | No | Eligible for replacement or refund only under the post-delivery section below |
2. Cancellation by GullyDrop or the merchant
An order may be cancelled by us or by the merchant if:
- The ordered item is genuinely out of stock and no acceptable substitute is available
- The delivery address is outside our serviceable area or unreachable
- We reasonably suspect fraud or misuse
- An event beyond reasonable control (weather, civic disruption, network outage) prevents fulfilment
In such cases, the entire amount paid will be refunded automatically. You will be notified by WhatsApp and/or email.
3. Failed online payment
If your bank/UPI account is debited but the order does not get confirmed within 30 minutes, the payment aggregator will auto-reverse the amount within the same banking day in most cases. If the reversal is not visible in your account within 5 business days, write to ankush.ag.1208@gmail.com with the UPI/bank reference number and we will follow up with the aggregator on your behalf.
4. Post-delivery: damaged, missing, expired, or incorrect items
You must inspect the order at the time of delivery and report any issue:
- Damaged or expired item — report within 24 hours of delivery, with a photo where possible
- Missing item — report within 24 hours of delivery
- Wrong item delivered — report within 24 hours; the wrong item may be picked up by the delivery partner
- Quality issues for perishables (vegetables, fruits, dairy, bakery) — report within 4 hours of delivery, with a photo
We will verify the issue with the merchant and offer one of:
- Free replacement on the next available delivery slot, or
- Refund of the affected line item to the original payment method, processed within 5–7 business days from approval
Mode of refund: same as the original payment instrument. UPI / wallet refunds typically reflect within 1–3 business days; card refunds within 5–7 business days. If you paid Cash on Delivery, refunds are issued to a UPI ID you provide.
5. Non-refundable scenarios
- Reasonable variation in pack size, weight, or freshness of perishable items where the variation is within normal trade tolerance
- Delivery delay caused by an incorrect address or unavailability of the customer at the address
- Items consumed in part where no defect can be verified
- Issues reported beyond the windows stated in section 4
6. Chargebacks
If you initiate a chargeback through your bank or card network without first contacting us, we may suspend your account pending resolution. We strongly request you raise any concern with us first — we resolve the vast majority of cases within 7 business days.
7. How to raise a request
Email ankush.ag.1208@gmail.com or call +91 70042 52404 with:
- Order ID
- Mobile number used to place the order
- Brief description of the issue
- Photo(s) where applicable
We acknowledge complaints within 48 hours and aim to resolve within 7 business days.