Cancellation & Refund Policy
Understand our cancellation, return, and refund procedures
Thank you for choosing Nukaazo. We are committed to providing you with the freshest groceries and daily essentials by partnering with your favorite local neighborhood stores.
Because our model focuses on hyperlocal delivery of perishable items, we have established a clear Refund and Cancellation Policy to ensure efficiency and fairness for our customers, delivery partners, and vendor shops.
Cancellation Policy
1.1 Cancellations by Customer
Due to our ultra-fast 15-minute delivery commitment, orders are processed and transmitted to our partner stores almost instantaneously.
Eligible for Refund: You may cancel your order for a full refund only if the store has not yet accepted or packed your order.
Ineligible for Refund: Once an order status is marked as "Packed" or "Out for Delivery," the order cannot be canceled, and no refund will be issued.
1.2 Cancellations by Nukaazo or Partner Shops
We reserve the right to cancel your order under specific circumstances, including but not limited to:
- Unavailability of the requested items in the store's inventory.
- Inaccurate pricing or product descriptions.
- Unavailability of delivery partners in your area at the time of the order.
- Unforeseen logistical issues or technical errors.
In these instances, a full refund will be automatically initiated to your original payment method.
Return & Replacement Policy
Given the nature of perishable produce (fruits, vegetables, dairy, and fresh meat) and daily essentials, we generally do not accept returns once a delivery has been successfully completed.
However, we will provide a replacement or refund if you receive items that fall under the following categories:
Damaged or Defective Goods: The item is physically damaged, spoiled, or has reached its expiry date at the time of delivery.
Incorrect Items: The item delivered does not match the product ordered on the app.
Missing Items: An item listed in your digital invoice was not included in the delivery package.
2.1 Reporting an Issue
To be eligible for a refund or replacement, you must report the issue to our support team within 2 hours of the delivery timestamp. Please provide:
- Your Order ID.
- Clear photographs of the damaged, incorrect, or expired item.
- A brief description of the issue.
Reports submitted after the 2-hour window will not be eligible for compensation due to the perishable nature of the goods.
Refund Timelines & Methods
Once your request is verified and approved by our support team, the refund will be processed based on the following timelines:
| Refund Method | Processing Timeline |
|---|---|
| Nukaazo Credits (Wallet) | Within 24 hours of approval |
| Original Payment Method | 5 to 7 business days |
| UPI / Net Banking | 3 to 5 business days |
Please note that the time taken for the amount to reflect in your bank account depends entirely on your financial institution's internal policies.
Contact Us & Business Details
For any queries related to cancellations or refunds, please reach out to our dedicated support team:
By placing an order with Nukaazo, you agree to the terms outlined in this Cancellation and Refund Policy.