At eSmartKart.in, we deliver the finest quality kirana staples—from grains and pulses to oils and dry fruits—direct to your doorstep. Your satisfaction is our priority. If our products ever fall short of your expectations, this policy ensures a quick and fair resolution.
Last Updated: 1 Oct 2025
You can request a return and refund for an item under these specific conditions:
| Reason for Return | Examples | Action |
|---|---|---|
| Quality Issue | Grains/pulses have weevils or other infestation; Dry fruits are stale or rancid; Rice has many broken grains or foreign particles. | ✅ Refund/Replacement |
| Wrong Item | Ordered Toor Dal but received Moong Dal. | ✅ Refund/Replacement |
| Damaged/Leaky Packing | The sealed packet of rice is torn; Oil bottle is leaking. | ✅ Refund/Replacement |
| Expired Product | The product has passed its "Best Before" or "Expiry" date. | ✅ Refund/Replacement |
| Missing Item | An item from your order invoice is not delivered. | ✅ Refund |
| Changed Your Mind | You ordered a product but no longer need it. | ❌ Not Accepted |
Non-Returnable Items: For hygiene and safety reasons, we cannot accept returns on products where the sealed packaging has been opened or tampered with by the customer, unless the issue is related to internal quality (like infestation).
We have designed a hassle-free process without the need for you to visit a post office.
Inspect on Delivery: We encourage you to check the packets and items at the time of delivery.
Report within 24 Hours: Report any issue via the app, website, or customer care within 24 hours of delivery.
In-App/Website: Go to My Orders > Select the order > Click Help/Support > Choose the item and reason for return.
Call/Email: Call us at +91 9420 450 350 or email info@eSmartKart.in.
Share Visual Proof (Crucial for Kirana Items): To help us resolve your issue quickly and improve our quality checks, please share clear photos or a short video of the product, especially showing:
The unopened or just-opened packet.
The batch number and "Best Before" date.
A close-up of the specific issue (e.g., insects in the grain, leak from the bottle).
Instant Refund: Once your return is verified, we will process a 100% refund to your original payment method.
UPI / Cards / Net Banking: Refunds are processed immediately and typically reflect in your account within 5-7 business days.
eSmartKart Wallet: The refund is credited instantly and can be used for your next purchase.
Quick Replacement: If you prefer a replacement and the item is in stock, we will deliver it to you as soon as possible. If the replacement is unavailable, a refund will be processed automatically.
For kirana items, verifying the issue is important. In most cases, we will process your refund based on the photos you provide. In rare cases of high-value items or disputed claims, we may schedule a quick pick-up of the product from your doorstep by our delivery partner for physical verification.
Q1. I found small insects (weevils) in the rice/flour after opening the packet. Can I return it?
A1. Yes, absolutely. This is a quality issue. Please share clear photos of the infestation and the packet details. We will process a refund or replacement immediately. We sincerely apologize for this and will address it with our supplier.
Q2. The sealed packet of dal I received has a small tear. What can I do?
A2. We will take it back. A torn seal compromises the product's hygiene. Please report it with a picture, and we will issue a refund or send a replacement.
Q3. I received the correct type of dal (e.g., Moong Dal) but from a different brand than I ordered. Is this returnable?
A3. Yes, this is considered a "Wrong Item." We understand that brand preference matters. Please report this, and we will refund the amount or deliver the correct brand.
Q4. I opened a packet of dry fruits and they taste stale/oily. Can I return an opened item?
A4. Yes, for quality issues like rancidity, we accept returns even on opened packets. Your health and satisfaction are paramount. Please report the issue with the packet details, and we will resolve it for you.
Q5. Why is the return window only 24 hours for kirana items?
A5. A 24-hour window allows us to quickly identify and rectify potential issues with our inventory or delivery process. It also ensures that the product is in the same condition as when it was delivered, leading to a faster and fairer resolution for everyone.
For any questions or concerns, please contact our customer support team:
Email: info@eSmartKart.in
Phone: +91 9420450350
Operating Hours: 10:00 AM - 07:00 PM, 7 days a week
Thank you for trusting eSmartKart.in for your daily essentials!
