This policy applies to orders placed on Mohalla Store, operated by BMS Organic Farmer Producer Company Limited.
1. Cancellations
You may cancel from the app while the order is still awaiting confirmation or packing, as shown on the order screen. Once a rider is assigned or the order is out for delivery, cancellation may not be available. Prepaid amounts for a successful cancellation are refunded to the original payment method.
2. Wrong, damaged, or missing items
Report the issue from the order screen or Help & Support as soon as you can, ideally within 24 hours of delivery, 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.
3. 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.
4. 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.
5. Delivery delays
Slot times are estimates. A delay alone is not an automatic full refund. If we cannot fulfil an order, we will cancel and refund.
6. How to raise a request
In-app: Help & Support, or email support@mohallastore.com, or WhatsApp / call +91 92198 07168. See also our Privacy Policy for the Grievance Officer.