Order & Return Policy

Order & Return Policy

This policy outlines the terms and conditions regarding order placement, payment, delivery, and returns.

1. Introduction

Welcome to MRPurna Private Limited.

This Order & Return Policy outlines the terms and conditions related to placing an order, making payments, cancellations, returns, refunds, and exchanges for purchases made through our website or mobile application.

Our aim is to provide you with a transparent, hassle-free shopping experience. By placing an order with us, you agree to the terms of this policy. We encourage you to read it carefully before making any purchase.

2. Order Placement

2.1 How to Place an Order

Customers can place an order through:

  • Our official MRPurna Mobile App
  • Our official MRPurna Website

2.2 Order Confirmation

After successful payment, an order confirmation email and/or SMS might be sent to the registered contact details provided at checkout. It might include your order ID, product details, delivery estimate, and tracking link (once dispatched).

Please ensure that the contact details shared are accurate to receive timely updates.

2.3 Payment Methods Accepted

We accept the following payment methods through our secure payment gateway partner, Razorpay:

  • UPI
  • Credit & Debit Cards (Visa, Mastercard, RuPay, etc.)
  • Net Banking
  • Mobile Wallets

Note: Currently, Cash on Delivery (COD) is not available due to our early-stage operations and cost considerations.

3. Order Processing and Shipping

We are committed to delivering your vegetable products safely and on time. This section explains how we handle your order from processing to final delivery.

3.1 Order Processing Time

Orders placed through our app or website are typically processed by 7AM morning on next day after successful payment confirmation.

Processing time may vary slightly during:

  • High-demand periods
  • National holidays
  • Unforeseen circumstances (e.g., lockdowns, weather conditions, etc)

3.2 Shipping Methods and Carriers

We use our own delivery partners to deliver orders. Currently, we offer Standard Delivery (Not Quick) only.

3.3 Estimated Delivery Timelines

Delivery time is typically 7AM morning on next day of order placed.

Please note that this timeline is approximate and may vary due to delivery-related factors.

3.4 Shipping Charges

Our shipping charges are as follows:

  • Order value below ₹169: ₹29 shipping fee
  • Order value ₹169 or above: FREE shipping
  • Instant Delivery (if available in future): ₹49 shipping fee

Shipping charges (if applicable) are clearly displayed at the time of checkout.

3.5 Tracking Your Order

Once your order is shipped (dispatched), a notification might be shared with you. You can also:

  • Track your order directly from the MRPurna Mobile App or Website.

For any order tracking-related queries, feel free to contact our customer support.

4. Cancellation Policy

We understand that sometimes plans change. Our cancellation policy is designed to offer flexibility while ensuring a smooth order experience for everyone.

4.1 Conditions for Order Cancellation

  • You can cancel your order any time before it is packed in our warehouse.
  • Once the order is marked as packed, cancellation is no longer possible.
  • Cancellation is applicable to all product categories, subject to the above condition.

4.2 How to Request a cancellation

To cancel your order:

  • Go to the My Orders section on our app or website.
  • Select the order and go to Help section, and then Cancel Order (only available before dispatch).
  • You might receive a confirmation message via SMS/Email upon successful cancellation.

4.3 Refund for Cancelled Orders

  • If your payment was made online, the refund will be processed to your original payment method.
  • Refunds are typically processed within 7–10 business days after confirmation.
  • You might be notified via email/SMS once your refund is initiated.

5. Return & Refund Policy

Due to the perishable nature of vegetables and fresh produce, all items sold on our platform are non-returnable once delivered.

5.1 No Return Policy

  • All products are non-returnable after delivery.
  • Once the order is delivered and accepted, no returns will be accepted under any circumstances.
  • This policy is necessary to maintain hygiene, freshness, and safety standards.

5.2 Issue Reporting (Exceptions)

Although returns are not accepted, customers may report issues in the following cases:

  • Wrong item delivered.
  • Missing items from the order.
  • Items received in damaged or spoiled condition.

These cases are not treated as returns but may be eligible for refund or replacement after review.

5.3 Timeframe to Report Issues

  • Issues must be reported within 2 hours of delivery.
  • Requests made after this timeframe will not be accepted.

5.4 Proof Requirement

To raise a valid issue:

  • Customers must provide clear photo evidence.
  • Items should be in the same condition as delivered.

Requests without proper proof may be declined.

5.5 Resolution Process

  • All complaints will be reviewed by our team.
  • Approved cases may receive refund (partial/full) or replacement.
  • Final decisions are made at the company’s sole discretion.

5.6 How to Report an Issue

To report an issue:

  • Go to the Order Details section in the app or website.
  • Tap Help / Report Issue.
  • Submit the request with required details and proof.

We do not offer reverse pickup and do not accept physical returns under any condition.

6. Refund Policy

We aim to process all eligible refunds quickly and transparently.

6.1 Refund Process and Timelines

  • Once your cancellation or return is approved, we initiate the refund process.
  • Refunds are typically processed within 7–10 business days from the date of approval.
  • You might receive an update via SMS/email when the refund is initiated.

6.2 Mode of Refund

  • All refunds will be made to the original payment method.
  • Refunds are processed securely through our payment gateway partner.

6.3 Refund Deductions

  • Partial returns → refund only for returned items.
  • Shipping fees are non-refundable unless issue.
  • No hidden charges for full eligible refunds.

7. Exchange Policy

We do not offer exchanges once delivered.

7.1 No Exchange Policy

  • All products are non-exchangeable after delivery.
  • No exchange requests will be entertained.
  • This ensures freshness, hygiene, and quality control.

7.2 Issue Reporting

  • Wrong item delivered
  • Missing items
  • Damaged items

7.3 How to Report

  • Order Details → Help / Report Issue

8. Late or Missing Refunds

  • Check bank or UPI
  • Contact payment provider
  • If not received in 10 business days, contact us

Email: info@mrpurna.com
Phone: +91 7053705317 (Mon to Sat, 10 AM – 6 PM)

9. Contact Information for Returns & Refunds

Email: info@mrpurna.com
Phone: +91 7053705317

10. Policy Updates

We reserve the right to update or modify this policy at any time without prior notice.

  • Continued use indicates acceptance
  • Review periodically
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