Cancellation & Refund Policy

Your satisfaction is important to us.

At EDEN SUPER MARKET, customer satisfaction is our priority. Please read our Cancellation & Refund Policy carefully to understand your rights, responsibilities, and the process for cancellations, refunds, and replacements.

1. Order Cancellation

  • Customers may cancel their order any time before the order is dispatched or delivered.
  • If an order is cancelled before delivery, the customer will receive a 100% refund of the order amount.
  • Refunds will be processed to the customer's original payment method or bank account.

2. Refund Processing Time

  • Approved refunds will be initiated within 3–7 business days.
  • The actual credit timeline may vary depending on the customer's bank or payment provider.

3. Damaged, Missing or Incorrect Products

If a customer receives a damaged product, a missing item, or an incorrect product, a complaint must be raised within 3 days of order delivery through the app, customer support, WhatsApp, email, or any other available support channel.

Information Required for Verification

  • Order details
  • Images of the product or package (if applicable)
  • Any additional information required for verification

4. Resolution & Refund Options

After verification of the complaint, customers may receive any of the following:

Bank Refund

Refund directly to the customer's bank account or original payment source.

Wallet Credit

Refund as wallet cash or store credit within the application.

Replacement

Replacement of the product wherever applicable.

The mode of refund may be selected based on customer preference and eligibility.

5. Non-Eligible Cases

Refund or replacement requests may not be accepted in the following situations:

  • Complaints are raised after 3 days of delivery.
  • Products show signs of misuse or intentional damage.
  • Insufficient information is provided for verification.

6. Package Seal Verification

All orders are securely sealed before dispatch. Customers are requested to check the package seal at the time of delivery.

Please Do Not Accept the Order If:

  • The seal is broken.
  • The seal is removed.
  • The package appears tampered with.

7. Dairy & Frozen Products

Dairy and frozen products are perishable in nature and are therefore not eligible for return, exchange, replacement, or refund once delivered. Customers are requested to verify these items at the time of delivery and report any issues immediately upon receipt.

If a customer accepts an order with a broken or missing seal, EDEN SUPER MARKET may not be responsible for missing items or tampering-related complaints.

8. Company Rights

EDEN SUPER MARKET reserves the right to verify claims and approve or reject refund requests in cases of suspected misuse, abuse, or fraudulent activity.