Refund & Cancellation Policy

Last updated: 15 June 2026

At Town Basket, you can pay online via UPI (through the Paytm Payment Gateway) or by Cash on Delivery. This policy explains when you can cancel an order and how refunds are processed.

1. Order cancellation by you

You may cancel your order free of charge within 1 minute of placing the order. To cancel, please contact us as early as possible via our Contact Us page, phone or email with your order details.

Because groceries are picked and packed quickly, once an order has been packed or dispatched for delivery it can no longer be cancelled. Fresh and perishable items (such as fruits, vegetables, dairy and frozen goods) cannot be returned once delivered, except where they are damaged or incorrect (see below).

2. Cancellation by us

We may cancel an order if items are unavailable, the delivery address is outside our service area, there is a pricing error, or for reasons beyond our control. In such cases, you will receive a full refund.

3. When refunds are issued

A refund will be issued in the following situations:

You cancel within the permitted cancellation window.
We cancel your order for any reason.
An item is missing from your delivered order.
An item is delivered damaged, spoiled, or is incorrect.
Payment was deducted but the order did not get confirmed.

For damaged, spoiled, incorrect or missing items, please report the issue within 24 hours of delivery, ideally with a photograph, so we can verify and resolve it quickly. We may offer a refund or a replacement at our discretion.

4. How refunds are processed

Refunds for online (UPI) payments are made back to the original payment method through our payment provider, Paytm Payment Gateway. For Cash on Delivery orders, eligible refunds are made via UPI or bank transfer to an account you provide. Once we approve a refund, the time it takes to reflect in your account depends on your bank/UPI provider.

5. Refund timeline

Approved refunds are typically initiated within 2 business days and generally reflect in your account within 5–7 business days, subject to your bank or UPI provider's processing time.

Note: If a refund is delayed beyond the timeline above, please contact us with your order ID and payment reference and we will follow up with the payment provider on your behalf.

6. Contact

For cancellations or refund requests, reach us via our Contact Us page, email [Support email], or call +91 9845849050.