Return Policy

01Scope

This Return Policy applies to shop orders (groceries, essentials, and retail products) delivered by RightPay Shop. Prepared food from the Satvik Bhog cloud kitchen cannot be returned for hygiene reasons — issues with food orders are resolved through replacements or refunds under the Cloud Kitchen Policy. Services are covered by the Service Policy.

Approved returns are refunded under the Refund Policy, always to your original payment method.

02Return Windows by Category

03What Makes an Item Returnable

A return or replacement is accepted when the item is:

• Damaged or defective on arrival (crushed, leaking, broken, not functioning);
• Wrong — a different product, variant, size, or quantity than ordered;
• Expired or unfit — past its use-by date, or with less remaining shelf life than reasonable for the product;
• Materially not as described on the product listing.

Items must be returned with their original packaging, labels, batch/expiry markings, and any freebies or combo components. Keep the item refrigerated where applicable until pickup or resolution.

04How to Return

1. Open the order in the app → Need Help? Chat with us → Return or replace an item (or Wrong, missing, or damaged item), or email support@rightpayshop.com with the order ID.
2. Attach clear photos of the item, its packaging, and the label — this is how most claims are approved within hours.
3. Choose replacement (delivered on the next available slot, subject to stock) or refund.
4. If a pickup is required, our delivery partner collects the item free of charge from the delivery address. For low-value or perishable items we may approve the claim without pickup.
5. The refund is initiated once the claim is approved — on doorstep verification, photo verification, or pickup quality-check, whichever applies — and paid per the Refund Policy timelines.

05Items That Cannot Be Returned

For safety and hygiene, the following cannot be returned unless they arrived damaged, expired, or wrong:

• Prepared food and beverages (see the Cloud Kitchen Policy for how food issues are resolved);
• Cut fruits, opened perishables, and items requiring an unbroken cold chain once accepted in good condition;
• Personal care and hygiene products once opened or unsealed;
• Items sold on clearance and explicitly marked “non-returnable” on the product page;
• Items damaged after delivery through misuse, or returned without mandatory packaging/accessories.

06Fair Use of Returns

Returns exist to protect you when something genuinely goes wrong. Accounts showing patterns of abuse — repeated claims without evidence, returning used or swapped items, or refusing deliveries habitually without cause — may have return privileges limited or the account suspended under our Terms & Conditions. This never affects legitimate statutory claims.