Effective Date: 20/02.2026

At Doorbaz, customer satisfaction is our priority. We aim to provide fresh, high-quality products and reliable delivery service. However, if you are not fully satisfied with your purchase, this Refund & Returns Policy explains the conditions under which returns, replacements, and refunds may be processed.

By placing an order with Doorbaz, you agree to the terms outlined below.

1. Eligibility for Returns

Due to the nature of grocery and essential products, returns are accepted only under specific conditions.

You may request a return or replacement if:

  • You received a damaged product
  • You received an incorrect item
  • The product is expired at the time of delivery
  • The item is missing from your order but was charged

To be eligible, the issue must be reported within 24 hours of delivery. Requests made after this period may not be accepted.

For verification purposes, we may request clear photos of the product, packaging, and invoice.

2. Non-Returnable Items

Certain items cannot be returned due to hygiene and safety reasons. These may include:

  • Fresh fruits and vegetables (unless damaged or spoiled at delivery)
  • Opened or partially used products
  • Perishable items after delivery acceptance
  • Items without original packaging

We reserve the right to refuse returns that do not meet our policy criteria.

3. Refund Policy

Refunds may be initiated in the following situations:

  • Order cancelled before dispatch
  • Payment deducted but order not confirmed
  • Item out of stock after payment
  • Verified damaged or incorrect product delivered

Once your refund request is approved:

  • Online payments will be refunded to the original payment method.
  • Refund processing may take 5–7 business days, depending on your bank or payment provider.

Doorbaz is not responsible for delays caused by banks or third-party payment gateways.

4. Replacement Policy

In cases where a product is damaged, expired, or incorrect, we may offer:

  • Replacement of the same item (subject to availability), or
  • Store credit, or
  • Refund

Replacement requests are subject to product availability and serviceable delivery area.

5. Order Cancellations

Orders may be cancelled:

  • Before dispatch
  • Before the delivery partner leaves the store

Once the order is dispatched for delivery, cancellation may not be possible.

In case of cancellation after payment, refunds will be processed as per the refund timeline mentioned above.

6. Failed Deliveries

If delivery fails due to:

  • Incorrect address provided
  • Customer unavailable at delivery time
  • Incorrect contact details
  • Refusal to accept order

Doorbaz reserves the right to:

  • Cancel the order
  • Deduct applicable delivery charges
  • Restrict future COD orders (if applicable)

Perishable items may not be eligible for refund in such cases.

7. Quality Assurance

We carefully inspect products before dispatch to ensure quality and freshness. However, minor variations in packaging, brand substitution (with approval), or weight differences may occur.

If a product does not meet reasonable quality expectations, please contact our support team within the specified timeframe.

8. Return Process

To request a return or refund:

  1. Contact us via phone, WhatsApp, or email.
  2. Share your Order ID and issue details.
  3. Provide photos if requested.
  4. Wait for verification and approval from our team.

Once approved, we will guide you through the next steps.

Please do not discard the product or packaging until verification is complete.

9. Fraud Prevention

Doorbaz reserves the right to:

  • Refuse refund requests suspected of misuse or fraud
  • Block accounts involved in repeated false claims
  • Request additional verification for suspicious activities

We maintain the right to take appropriate action to protect our business and customers.

10. Limitation of Liability

Doorbaz’s liability in any case shall not exceed the total value of the purchased product in question.

We are not responsible for:

  • Improper storage of products after delivery
  • Delays caused by unforeseen circumstances
  • Customer dissatisfaction due to personal taste preferences

11. Policy Updates

Doorbaz may update this Refund & Returns Policy at any time without prior notice. Updated policies will be posted on this page with a revised effective date.

We encourage customers to review this page periodically.

12. Contact Us

For any refund or return related concerns, please contact:

Doorbaz
Email: info@doorbaz.com

Our support team will be happy to assist you.