Thanks for shopping at Shop On Mobile. If you are not entirely satisfied with your purchase, we’re here to help you.

In the aforesaid unlikely situations, if there is something wrong with the order, we’d be happy to assist and resolve your concern. You may raise a Return request with our customer care within 05 (Five) days from the delivery of the product. Shop-On-Mobile reserves the right to cancel the Return request, if the customer reaches out to Shop-On-Mobile App after 5 days* of delivery.

Upon receiving your Return/Refund request, Shop-On-Mobile App shall verify the authenticity and the nature of the request. If Shop-On-Mobile finds that the request is genuine, it will initiate the Return and Refund process. Shop-On-Mobile shall process the refund only once it has received the confirmation from the vendor concerned in respect of the contents of the product relating to that refund.

Shop-on-Mobile customer care team will verify the claim made by the customer within 72 (seventy-two) business hours from the time of receipt of complaint.

In the event of frivolous and unjustified complaints regarding the quality and content of the products, Shop-On-Mobile reserves the right to pursue necessary legal actions against user/customer and the user/customer will be solely liable for all costs incurred by Shop-On-Mobile in this regard.

To be eligible for a return, your item must be

  • Product must be unused and in the same condition that you received it
  • Product being returned should only be
    • in their original manufacturer’s packaging i.e. with original price tags, labels, bar-code and invoice
    • the product is not different from what was shipped to you
    • it is determined that the product was not damaged while in your possession
  • Product(s) delivered do not match your order
  • Product(s) delivered are past or near to its expiry date (medicines with an expiry date of less than 03 months shall be considered as near expiry)
  • Product are returnable, if you’ve received them in a condition that is physically damaged, has missing parts or accessories, defective or different from their description on the product detail page
  • Product(s) delivered were damaged in transit (do not to accept any product which has a tampered seal)**
  • Products marked as “non-returnable” on the product detail page cannot be returned ***
  • Products may be eligible for replacement only if the same seller has the exact same item in stock
  • If the replacement request is placed and the seller does not have the exact same product in stock, we will provide a refund
  • Any wrong ordering of product doesn’t qualify for Return


*It’s not applicable on those products whose shelf life is not more than 5 days

**If the product that you have received is damaged, then do not accept the delivery of that product. If after opening the package you discover that the product is damaged, the same may be returned for a refund. Please note that we cannot promise a replacement for all products as it will depend on the availability of the particular product, in such cases we will offer a refund.

*** If you’ve received a non-returnable product in a damaged/defective condition, you can contact us within 10 days from the delivery of the product.

Category-wise Return Policy: All products listed under a particular category may not have the same returns policy. For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy. Do refer the respective item’s applicable return/replacement policy on the product page for any exceptions to this returns policy and the table below

  • Category wise item(s) is eligible for free replacement, within the specific duration mentioned in each categories and the days of delivery, in an unlikely event of damaged, defective or different item delivered to the customer
  • Customer can also return the product within 7 days of delivery for full refund. Please keep the item in its original condition, with outer box or case, user manual, warranty cards, and other accompaniments in manufacturer packaging for a successful return pick-up
  • Customer support team, may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement
Categories & Product types
Return Duration and Conditions
Garments and Accessories
10 Days Refund, replacement or exchange

Kid’s (Capri, Shorts & Tops), Men’s (Ethnic Wear, Shirt, Formals, Jeans, Clothing Accessory), Women’s (Ethnic Wear, Fabric, Blouse, Jean, Skirt, Trousers, Bra), Winter Wear (Blazer, Sweatshirt, Scarf, Shawl, Jacket, Coat, Sweater, Thermal, Kid’s Thermal, Track Pant, Shrugs)

Grocery – (Dairy, Bakery, Fruits and Vegetables)

2 Days Refund only

Fruits and Vegetables ordered would be delivered only within 2 hrs, in order to ensure that you get fresh fruits and vegetables, we will not be making reattempts to deliver your fruits and veggies in case you miss your slot. Grocery items would also be delivered in 2 Hrs time.

Grocery – (Remaining items under grocery)
2 Days Refund only
Medicine (Allopathy & Homeopathy)
2 Days Refund only
Personal Care Appliances
2 Days Returnable

Shavers, Trimmers, Hair Dryers, Straighteners; Skin care, Nail care, Medical equipment

Meat Products
2 Days Returnable

Mutton, Poultry, Pock, Fish & Seafood, Steak and Fillers, Ready to cook

Food Corner
2 Days Returnable

Cooked food like Vegetarian and Non-Vegetarian items, Biryani, Pulao, Fast food (Noodles, Chowmein, Parathas, etc.. )

Category of Non-Returnable Product: Certain categories of products marked as non- returnable on product page, will not qualify for the Return as per Shop-On-Mobile Return policy.

  • Item is non-returnable due to hygiene/health and personal care/wellness/consumable nature of the product
  • However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a full refund or free replacement as applicable
  • We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement
Type of Product
Grocery & Gourmet
Lose Dals, Spices, Atta, Rice etc…
Beauty Products
Lipstick, Lip care, Eye care, Nail care, Skin care, Body Lotions & Creams, Fragrance, Hair care and styling, Makeup, Oral Care.

Baby Care
Diapers, Nappy, Wipes, Bottle Nipples, Breast Nipple Care, Breast Pumps, Feeding Bottles, Breastfeeding products, Teethers; Baby Personal Care; Baby Hair & Skin Care Products
Personal care
Oral Care (Toothbrushes, toothpastes, mouthwashes etc); Feminine Hygiene (Sanitary Pads, Panty Liners, Menstrual Cups etc.); Shaving and Hair Removal (Men’s Shaving – Razors, Blades, Shaving Foams, Brushes etc.; Men’s Beard Care – Beard Oil, Beard Serum etc.; Women’s Hair Removal – Wax Strips, Creams, Razors etc)
Family Nutrition
Infant Baby Food, Toddlers’ and Kids’ Health Drinks, Vitamin and Mineral Supplements: (Core Letter Vitamins, Multi-Vitamins), Ayurveda Products, Pain Relief Products, Herbal Supplements, Medical Supplies, Adult Diapers
Food and Nutrition
Health Drinks, Health Supplements
Healthcare Devices
Glucometer Lancet/Strip, Healthcare Devices and Kits, Surgical, Health Monitors
Sexual Wellness
Condoms, Fertility Kit/Supplement, Lubricants, Pregnancy Kits
Temperature Controlled and Speciality Medicines
Vials, Injections, Vaccines, Penfills and any other Product, requiring cold storage, or medicines that all under the category of speciality medicines.

In all the above cases, if the claim is found to be valid, Refund will be made as mentioned below:

  • Refund will be completed within 30 (thirty) days from date of reverse pick up (if required)
  • Order placed through online wallet will be credited to the wallet; and
  • Order placed through cash on delivery will be refunded through fund transfer to customer bank account
  • For payments made through electronic means like debit card, credit card, net banking, wallet, UPI etc. refund shall be made using the same payment mode
  • Refund, if any, shall be made at the same issuing bank through which the Product was purchased. For cash on delivery transactions, the User has the option to receive the refund in the user specify wallet or the refund can be credited in any bank account via NEFT (for which the User shall have to share the bank details)
  • All refunds shall be made in Indian Rupees only

In Shop-On-Mobile Chat Order (message), the User and the Shopkeeper both can cancel the submitted order at following condition:

  • Before accepting the user order, user can cancel his/her submitted order. The submitted order status changed to be Cancelled and the same order is not visible in shopkeeper order list
  • Similarly, in chat order, the Shopkeeper can also cancel the order based on the items not available in the order list. The order marked as a Cancelled Order

Shopkeeper is not serve the order in a particular area or locality, he has right to Reject the order based on the user/customer address mention in the order. That order can be considered as Reject Order

WRONG DELIVERY:(Customer received delivery message, product not delivered)

In case the product was not delivered and you received a delivery confirmation email/SMS, report the issue within 7 days from the date of delivery confirmation for the seller to investigate.

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