Refund & Return Policy
Last Updated: August 17, 2026
At Sahil Mart, customer satisfaction and product quality are important to us. This Refund & Return Policy explains when customers may request a return, replacement, or refund.
1. Fresh & Perishable Products
Products such as fresh vegetables, fruits, milk, eggs, dairy products, and other perishable items generally cannot be returned once accepted, unless there is a problem with the order at the time of delivery.
You may contact us if:
- The product arrived damaged or spoiled.
- You received the wrong product.
- An item is missing from your order.
- The product was already expired at the time of delivery.
- The delivered product is materially different from what you ordered.
2. Packaged Products
For products such as snacks, biscuits and other sealed grocery items, a return or replacement may be considered if the item is:
- Damaged when delivered
- Expired when delivered
- Incorrect
- Unopened and otherwise eligible for return
Products that have been opened, consumed, used, or damaged after delivery generally cannot be returned unless they were defective or otherwise legally required to be accepted.
3. Reporting an Issue
Please inspect your order when you receive it. If there is an issue, contact Sahil Mart Customer Support as soon as reasonably possible, preferably within 24 hours of delivery.
Please provide:
- Order number
- Name and phone number
- Details of the affected item
- Clear photo/video of the product where reasonably required
4. Return Eligibility
Where a physical return is required, the product should generally be in its original condition and packaging.
For food-safety reasons, some perishable or opened food products cannot be physically returned. This does not affect any rights you may have for products that were damaged, defective, expired, or incorrectly supplied.
5. Refunds
Once a refund request is approved, the refund will be processed using an appropriate available payment method.
For Cash on Delivery (COD) orders, our support team may arrange the refund through an available bank transfer, mobile wallet, store credit, or another agreed method.
Processing times may vary depending on the payment method or financial institution.
6. Replacements
Where appropriate, Sahil Mart may offer a replacement instead of a refund. Replacement is subject to product availability.
If the same product is unavailable, we may offer an alternative product or refund, subject to your agreement and applicable law.
7. Non-Returnable Items
Unless damaged, defective, expired, incorrect, or otherwise required by applicable law, returns may not be accepted for:
- Fresh and perishable products after acceptance
- Opened food or beverage products
- Partially consumed products
- Products damaged due to improper handling or storage after delivery
- Items without sufficient proof of purchase where verification cannot otherwise be made
8. Order Cancellation
You may request cancellation before your order has been processed or dispatched. Once an order has been dispatched, cancellation may not always be possible.
9. Delivery Issues
If an order cannot be delivered because of an incorrect address, unavailable recipient, or unreachable phone number, additional delivery charges may apply if another delivery attempt is requested.
10. Contact Us
For returns, refunds, damaged products, or incorrect orders, please contact Sahil Mart Customer Support through the contact details available on our website.
We will review eligible requests and aim to resolve them fairly and promptly.
Nothing in this policy is intended to limit any consumer rights that cannot be excluded under applicable law.