This Refund & Cancellation Policy explains how order cancellations, returns, replacements, and refunds work when you use the Morena Startup website (https://morenastartup.com) or mobile app to order grocery and daily essentials in Morena, Madhya Pradesh. This Policy should be read together with our Terms & Conditions and Privacy Policy.
You may cancel an order free of charge at any time before it has been picked up or dispatched by a Delivery Partner, either through the "My Orders" section of the app or by contacting our support team.
Once an order has been picked up for delivery, it can no longer be cancelled through the app. If you no longer wish to receive the order at that stage, please contact support — cancellation at this point may not be possible, and any applicable refund will follow the Return & Replacement process below rather than a standard cancellation refund.
We may cancel an order, in full or in part, in situations such as:
If we cancel a confirmed order or part of it, any amount already paid for the cancelled portion will be refunded to you in full, following the timelines described in Section 7.
You may be eligible for a replacement, store credit, or refund if:
To be eligible, the request must be raised within 24 hours of delivery, along with a description of the issue and, where possible, a photo of the item received.
Given the nature of grocery and daily essentials, the following are generally not eligible for return once delivered and accepted in good condition:
You can raise a return, replacement, or refund request through any of the following:
Our support team may ask for additional information, such as photos of the item or packaging, to help resolve your request quickly.
Once a refund is approved, it is processed as follows:
| Payment Method | Refund Destination | Typical Timeline |
|---|---|---|
| UPI | Original UPI ID | 2–5 business days |
| Debit/Credit Card | Original card | 5–7 business days |
| Net Banking | Original bank account | 5–7 business days |
| Cash on Delivery | UPI/bank transfer or store credit | As per Section 9 |
If an order could not be delivered due to an incorrect or incomplete address provided by you, or because you were unavailable to receive it despite reasonable attempts by our Delivery Partner, the order may be treated as undelivered and any applicable refund (excluding delivery charges already incurred, where applicable) will be processed as per Section 7.
If an order is delayed significantly beyond the estimated delivery time due to reasons within our control, you may contact support for assistance, including a possible refund of delivery charges at our discretion.
For orders paid via Cash on Delivery, refunds for eligible cancellations, returns, or issues will be processed via bank transfer, UPI, or as store credit to your Morena Startup account, based on the details you provide to our support team. Since no online transaction exists to reverse, please allow additional time for verification before the refund is initiated.
If an order placed using a promo code, discount, or offer is cancelled or refunded, the refunded amount will reflect the actual amount paid by you after the discount was applied. Promo codes and discount value are non-transferable and cannot be reissued or refunded separately from the order.
We may update this Refund & Cancellation Policy from time to time to reflect changes in our operations or applicable law. Any changes will be posted on this page along with a revised "Last Updated" date. We encourage you to review this page periodically.
For any questions about cancellations, returns, or refunds, please reach out to us:
📍 Morena Startup, Morena, Madhya Pradesh, 476001, India