Refund & Cancellation Policy

Last updated: 6 October 2026

This policy applies to LAO Groceries — the website www.laogroceries.in and the LAO app — operated by ETI TECH PRIVATE LIMITED (CIN: U47912MP2026PTC087197), referred to here as “LAO”, “we”, “us” or “our”.

We want every order to arrive complete, fresh and correct. If something goes wrong, this policy explains what you can do and what we will do about it. It forms part of our Terms of Service.

1. Cancelling an order

You can cancel an order yourself in the app, from the order’s details screen, for as long as the app shows the Cancel option. This is available for a short time after you place the order and only until we start packing it. Once an order is being packed or is out for delivery, it can no longer be cancelled; you can instead refuse it at your door (see section 3).

If you cancel within that time, you are not charged a cancellation fee, and any amount you have already paid is refunded in full (see section 6).

2. When we cancel an order or an item

We may cancel an order, or individual items in it, if:

• an item is out of stock or does not meet our quality check when we pack it;
• your address is outside our delivery area, or we cannot reach you to deliver;
• an item was shown at a clearly wrong price or with wrong details because of an error;
• the order appears fraudulent, abusive or bought for resale; or
• events outside our control (such as severe weather or a local restriction) prevent delivery.

We will tell you in the app, by SMS or by phone. You will receive a full refund for anything you paid for the cancelled items, and for the delivery and other fees if the whole order is cancelled.

3. Checking your order at the door

Please check your order when it is handed over. You may refuse any item that is damaged, leaking, spoiled, past its expiry date or not what you ordered; we will not charge you for it, or will refund it if you have prepaid. Our delivery partner asks for a one-time code at the door to confirm that the order reached you — please share it only once you have received the order.

4. Damaged, spoiled, expired, missing or wrong items

If you find a problem after delivery, tell us within these time limits:

• Fresh and perishable items — fruits, vegetables, dairy, eggs, bread and bakery, and other chilled or short-life items: within 24 hours of delivery.
• All other items: within 48 hours of delivery.
• Missing items (charged but not delivered): within 48 hours of delivery.

Contact customer support with your order number and, where it applies, a clear photo of the item, its packaging and its label or expiry date. Please keep the item until the issue is resolved; we may ask to collect it. Once we confirm the problem, we will — at your choice where possible — send a replacement or refund the item’s price.

Loose items sold by weight (such as fruits and vegetables) can vary slightly from the ordered weight. If the weight delivered is noticeably less than what you paid for, tell us and we will refund the difference.

5. Returns

Because we deliver groceries and everyday essentials, we do not accept returns for a change of mind once an order has been accepted at the door. Returns are accepted only for the reasons in sections 3 and 4. In particular, the following cannot be returned unless they arrive damaged, spoiled, expired or wrong:

• fresh and perishable items once accepted in good condition;
• personal care, beauty and hygiene products, and baby care items such as diapers and wipes, once opened or with the seal broken;
• any item that has been used, opened (other than to find a defect) or not kept as instructed on its label.

6. How and when refunds are paid

• Prepaid orders (UPI, card or net banking): refunds go back to the same payment method. We start the refund within 2 business days of approving it; your bank or card issuer usually credits it within 5–7 business days after that.
• Cash on delivery orders: if you have paid in cash and a refund is due, we refund it by UPI or bank transfer to an account you give us, within 7 business days of approving it.
• You can follow the status of a refund on the order’s details screen in the app.

If a refund has not reached you within these times, contact customer support with your order number and we will share the transaction reference so you can check with your bank.

7. Fees, offers and coupons

• If the whole order is cancelled (by you within the cancellation time, or by us), any delivery or handling fee you paid is refunded too. If only some items are refunded, the fees stay as charged unless the refund was caused by our error.
• If an order used a discount or coupon, the refund is the amount you actually paid for the item after the discount. A coupon used on a cancelled order may not be reusable.
• If an order no longer qualifies for an offer after an item is refunded, we will not take back the benefit of that offer.

8. Misuse

We review every request fairly, and almost all of them are approved. We may refuse a request, or limit an account, where we see repeated or false claims, or claims without the information asked for in section 4.

9. Changes to this policy

We may update this policy as our service changes. The version on this page, with its “Last updated” date, applies to orders placed from that date. Your statutory rights as a consumer are not affected by this policy.

10. Contact and Grievance Officer

For any question or complaint, contact customer support at support@laogroceries.in or +91-88398-50065 / +91-99930-75757 (9 AM – 9 PM, every day).

If your complaint is not resolved, you can write to our Grievance Officer. We acknowledge every complaint within 48 hours and aim to resolve it within one month of receiving it.