This policy applies to orders placed on Mohalla Store, operated by BMS Organic Farmer Producer Company Limited.
1. Cancellations
Customers cannot cancel orders after they are placed. If we (or the store) cannot fulfil an order, we will cancel it and refund any prepaid amount to the original payment method. Store or platform cancellations are handled by support operations — not from the customer order screen.
2. When you can raise an issue
- Before delivery: order issues are not available while the order is still being prepared or is within its delivery window.
- Slotted delivery not arrived: after your chosen slot window ends, you may report that the order has not arrived from the order screen.
- After delivery:you may report wrong, damaged, missing, or expired items from the order screen or Help & Support, ideally within 24 hours, with photos where required.
3. Wrong, damaged, or missing items
Report the issue from the order screen or Help & Support as soon as you can, with a photo where relevant. We will replace the item on the next available slot or refund the item value, at our option, after we verify the claim.
4. Quality concerns
Packaged foods are sold as labelled. If a sealed pack is leaked, infested, or clearly not as described, we will replace or refund that item. Opened packs may be considered case by case.
5. Refund timing
- UPI / cards / wallets: typically 5–7 bank working days after we approve the refund.
- Cash on delivery: refund by UPI to the number you confirm with support, or store credit, as agreed.
6. Delivery delays
Slot times and instant ETAs are estimates. A delay alone is not an automatic full refund. If we cannot fulfil an order, we will cancel and refund.
7. How to raise a request
In-app: order details → Issue with this order (when available), or Help & Support; or email support@mohallastore.com, or WhatsApp / call +91 92785 77386. See also our Privacy Policy for the Grievance Officer.