Refund & Exchange Policy
Clear, upfront guidelines on returns, replacements, failed payments, and order cancellations for Marketnera orders.
All Purchases Are Final
Because Marketnera delivers freshly sourced local goods, perishable items, and on-demand merchant inventory within 1 hour in Meerut, purchases are final once prepared. Exceptions are strictly limited to damaged items, failed payments, or non-delivery.
No Refunds or Exchanges for Change of Mind
All purchases made on Marketnera are final. We do not offer returns, refunds, or product exchanges for:
- Change of mind after order confirmation.
- Ordering the wrong size, color, flavor, variant, or quantity by mistake.
- Dissatisfaction with personal taste or preference when the product accurately matches its listing description and photos.
- Perishable food items, fresh produce, opened personal hygiene goods, and medicines once delivered intact.
Valid Exceptions for Refunds or Replacements
Refunds, store credits, or free replacements apply exclusively in the following verified circumstances:
Money was deducted from your bank/UPI account but the order failed to generate, or you were debited multiple times. The excess amount will automatically reverse to your original payment method in 5-7 business days via Razorpay.
If the local merchant runs out of stock, detects a pricing mistake, or cannot fulfill the order, a 100% full refund is initiated instantly.
The order was accepted but could not be delivered to you due to partner fleet failure or insurmountable logistical disruption. Full 100% refund guaranteed.
Report the issue within 48 hours of doorstep receipt along with unboxing photos or video and your Order ID. We will promptly dispatch a replacement or issue a full refund upon verification.
Order Cancellation Window
Orders may only be cancelled prior to seller acceptance and dispatch. Because neighborhood merchants in Meerut prepare and dispatch items within minutes to maintain our 1-hour target delivery speed, cancellations are strictly not permitted once the shopkeeper begins packing or hands over the package to the delivery rider.
How to Report an Issue
To lodge a damage or refund claim, please provide:
- Your Order ID (found in Customer Orders dashboard or invoice SMS).
- High-clarity photographs or video displaying the defective or damaged package/product.
- A brief description of the discrepancy.
* Note: Claims submitted after the 48 hours window will be ineligible for review.
Refund Snapshot
Order Issue?
Have your Order ID ready and write to hello@marketnera.com.