Cancellation, Refund & Replacement

This Cancellation, Refund and Replacement Policy applies to orders placed through the Bhoomee Store website, mobile application and other online ordering channels operated by M5 Info Solutions Private Limited. Depending on the order, products may be sold and fulfilled by: a Bhoomee Store partner retailer; a store managed directly by M5; a franchise or collaborative outlet operated by M5; a Bhoomee Store outlet inside an apartment community. The name of the seller or fulfilling store will be displayed in the order details, invoice or order confirmation.

You may cancel an order without charge before the store begins picking, weighing, packing or preparing the products. The cancellation option may be available under: My Orders → Select Order → Cancel Order.

Once picking, packing or dispatch has started, cancellation may not ordinarily be possible because fruits, vegetables and other fresh products are perishable and are prepared specifically for each order. You may contact customer support in exceptional circumstances. Approval will depend on the order status and product condition.

Bhoomee Store or the fulfilling seller may cancel an order because of:

• product unavailability
• failure to meet required quality standards
• incorrect pricing or product information
• payment failure
• delivery address outside the service area
• inability to contact the customer
• suspected fraudulent or unauthorised transactions
• store closure or operational disruption
• weather, transport or supply-chain issues
• events beyond reasonable control

Where a prepaid order is cancelled, the amount paid for the cancelled products and applicable charges will be refunded.

When an ordered product becomes unavailable, we may:

• contact you for approval of a substitute
• remove the unavailable product from the order
• supply a lower quantity and adjust the price
• cancel the affected item and issue a refund

A higher-priced substitute will not be supplied without your approval. You will not be charged for a product that has not been supplied.

You may request a refund or replacement where:

• the wrong product was delivered
• a paid product was missing
• the product was damaged at the time of delivery
• the produce was spoiled, rotten or unusable when delivered
• the product was materially different from its description
• the product did not meet reasonable quality standards
• the quantity delivered was materially lower than the invoiced quantity
• an amount was charged for a cancelled or unavailable product
• the order was delivered materially later than the committed delivery schedule, except where the delay resulted from circumstances beyond reasonable control

Indian e-commerce rules do not permit an inventory e-commerce entity to refuse a refund or return where goods are defective, deficient, spurious, materially different from what was advertised or delivered late, except for qualifying force-majeure delays.

For faster inspection and resolution, customers should report:

• missing, incorrect, visibly damaged or visibly spoiled products within 4 hours of delivery
• quality issues that become apparent only after opening or normal inspection within 24 hours of delivery
• food-safety concerns immediately upon discovery

These reporting periods help us verify the condition of perishable products. They do not remove or restrict any statutory rights available to consumers.

When raising a request, please provide:

• order number
• registered mobile number
• product name
• description of the issue
• clear photographs or a short video, where possible
• photograph of the packaging or invoice, where relevant

Bhoomee Store may request additional information where reasonably necessary to verify the claim.

Based on the nature of the complaint and product availability, we may offer:

• replacement of the affected product
• refund for the affected product
• refund of the entire order where appropriate
• price adjustment for quantity differences
• Bhoomee Store wallet credit, with customer approval
• coupon or promotional credit as an additional goodwill benefit

Wallet credit or promotional credit will not be imposed instead of a monetary refund where a monetary refund is legally required or where the customer has not agreed to receive credit.

Due to their perishable nature, fruits, vegetables and other fresh produce cannot normally be returned merely because:

• the customer changed their mind
• the customer ordered the wrong item
• the customer no longer requires the product
• natural differences exist in size, colour, shape, texture or ripeness
• the produce deteriorated because of improper storage after delivery

Natural variations are expected in agricultural produce. However, products must still be reasonably fit for normal use and consistent with their description.

Once a refund is approved, Bhoomee Store will normally initiate it within 2 business days. The time required for the amount to appear in your account depends on the payment method, bank and payment-service provider. It may generally take between 5 and 10 business days.

Refunds will ordinarily be processed to the original payment method. For cash-on-delivery orders, the customer may be asked to provide:

• bank-account details
• UPI ID
• another approved refund method

No refund-processing charge will be deducted where the cancellation or refund results from an error by Bhoomee Store or the seller.

Some fruits and vegetables are sold according to actual weight. The final quantity may vary slightly from the quantity selected. In such cases:

• the final charge will be based on the actual supplied weight
• any excess amount collected will be adjusted or refunded
• any lower quantity will be reflected in the invoice or refund
• variations will be kept within reasonable operational limits

Bhoomee Store may investigate or decline requests involving:

• false claims
• repeated misuse of refunds
• manipulated photographs
• products substantially consumed before the complaint
• damage caused after delivery
• fraudulent transactions

Any decision will be based on available evidence and will not restrict statutory consumer rights.

For cancellation, refund or replacement support:

• Customer Support: +91 78925 29968
• WhatsApp: +91 78925 29968
• Email: info@m5infosolution.com
• Support Hours: Monday – Saturday, 9:00 AM – 7:00 PM IST