Refund & Cancellation Policy
At Makkal Star Supermarket, customer satisfaction is our top priority. We maintain a transparent, fair, and prompt cancellation and refund policy with clearly defined timelines for all grocery orders.
Timeline Summary at a Glance
Before Dispatch
Cancel via Orders page or phone before goods leave the store. 100% full refund.
Within 24 Hours
Report damaged, missing, or poor-quality fresh produce with photos within 24 hours.
5 to 7 Working Days
Pre-paid refunds credited directly back to your original payment source (UPI/Card/NetBanking).
1 Order Cancellation Policy & Timelines
We understand that plans can change. You may cancel your online grocery order under the following clear terms:
Cancellation Before Dispatch (Eligible for 100% Full Refund):
You can cancel your order free of charge at any time while the order status is "Pending" or "Confirmed", prior to the order being handed over to a delivery partner for dispatch. You can initiate cancellation directly from the My Orders section or by immediately calling our customer helpline at +918903330040.
Cancellation After Dispatch:
Once an order is marked "Out for Delivery" or has been dispatched with our delivery partner, cancellations cannot be processed through the website due to the perishable nature of fresh vegetables, fruits, dairy, and packed food items. If you refuse delivery at your doorstep, the order will be reviewed on a case-by-case basis.
Cancellations by the Store:
In unforeseen circumstances where an ordered item is completely out of stock, or if the delivery address is outside our serviceable delivery zone, Makkal Star Supermarket reserves the right to cancel the order. In such events, we will notify you immediately and issue a 100% full refund with zero cancellation charges.
2 Return & Replacement Policy by Category
Because we sell fresh groceries, fruits, vegetables, and packaged consumer goods, return windows depend on the product category:
| Category | Return Window | Conditions |
|---|---|---|
| Fresh Fruits & Vegetables | Within 24 Hours of Delivery | Rotten, damaged, wilted, or incorrect produce. Photo verification required. |
| Dairy, Bakery & Perishables | Within 24 Hours of Delivery | Expired date, spoiled packaging, or curdled milk/dairy. |
| Packaged Groceries & Staples (Rice, Dal, Oil, Spices) | Within 48 Hours of Delivery | Seal intact, unconsumed, original packaging undamaged, wrong item delivered. |
| Snacks, Beverages & FMCG | Within 48 Hours of Delivery | Unopened packaging, expired date, or manufacturing defect. |
| Personal Care & Hygiene | Non-Returnable if Opened | Can only be returned if manufacturer seal was broken upon arrival. |
3 Refund Processing Methods & Timelines
Once your return or cancellation request is verified and approved by our customer care team, the refund is initiated according to the following strict timelines:
Online Payments (UPI, Cards, NetBanking via Razorpay)
- Refund Initiation: Within 24 hours of request approval.
- Bank Settlement Timeline: 5 to 7 working days to reflect in your original bank account or card statement (governed by RBI clearing guidelines).
- Source Credit: The amount is returned directly to the account/UPI ID from which payment was made.
Cash on Delivery (COD) Orders
- Refund Method: Transferred via instant UPI (Google Pay, PhonePe, Paytm) or direct NEFT bank transfer upon request.
- Timeline: Within 2 to 3 working days after item inspection and receipt of your bank/UPI details.
- Alternative: Instant store credit / coupon code can be issued immediately if preferred by the customer.
4 Partial Refunds & Missing Items
If only one or two items in your order are damaged or unavailable during packing, you do not need to cancel the entire order. We will deliver the available items and issue an immediate partial refund for the exact amount of the missing or returned products back to your original payment method within the same 5 to 7 working day turnaround.
5 Step-by-Step: How to Request a Return or Refund
Capture Proof
Take a clear photo of the damaged or spoiled item along with the delivery invoice.
Contact Support
Share your Order Number and photo proof via WhatsApp at 918903330040 or call +918903330040.
Receive Refund / Replacement
Our support executive will approve the request within 2 hours and initiate your refund or dispatch a free replacement.
6 Refund & Customer Support Desk
Makkal Star Supermarket - Returns & Refunds Cell
Store Location: Makkal Star Supermarket, Kumbakonam Main Road, ICICI Bank near, Sethiyathope -608702
Direct Helpline: +918903330040
WhatsApp Support: 918903330040
Refund Email: makkalstarsupermarket@gmail.com
Support Hours: 9:00 AM - 9:00 PM (All Days)