Last updated: June 2025
At Cartoo, we strive to ensure every order meets your expectations. This Refund Policy explains when and how refunds are processed.
1. Eligible Refund Scenarios
You are eligible for a full or partial refund in the following cases:
- Wrong item delivered — you received an item different from what you ordered
- Missing items — one or more items from your order were not delivered
- Damaged or spoiled items — items arrived visibly damaged, expired, or unfit for use
- Order not delivered — your order was marked as delivered but you did not receive it
- Duplicate payment — you were charged more than once for the same order
2. Non-Refundable Cases
- Orders cancelled after the shop has confirmed and started preparing
- Change of mind after delivery
- Items with minor cosmetic defects that do not affect usability
- Perishable items (vegetables, dairy, cooked food) reported more than 2 hours after delivery
- Incorrect address provided by the customer
- Failed delivery due to customer unavailability after multiple attempts
3. How to Request a Refund
To raise a refund request:
- Via App: Go to Orders → Select Order → Report Issue
- Via Email: Send details to support@cartoo.in
- Time Limit: Raise your request within 24 hours of delivery (2 hours for perishables)
Please include your order ID, the issue description, and photos if applicable.
4. Refund Processing Time
- UPI / Net Banking: 3–5 business days
- Credit / Debit Card: 5–7 business days
- Cartoo Wallet Credit: Instant (offered as an alternative)
- Cash on Delivery: Refunded as Cartoo wallet credit or bank transfer within 7 days
5. Order Cancellation
Before Shop Confirmation
You can cancel your order anytime before the shop confirms it for a full refund.
After Shop Confirmation
Cancellations after shop confirmation may not be eligible for a refund, or may incur a cancellation fee depending on the stage of preparation.
6. Partial Refunds
In cases where only some items are affected, a partial refund will be issued for those specific items only.
7. Refund Disputes
If you are not satisfied with the outcome of your refund request, you may escalate by emailing support@cartoo.in with "ESCALATION" in the subject line. Our senior team will review within 48 hours.
8. Contact Us
For refund-related queries: