Legal

Refund & Replacement Policy

Last updated: 07 September 2026

We want you to be confident ordering on Kusbilo. This policy explains when you can cancel an order, request a replacement, or get a refund.

Placeholder notice: The replacement windows below (48 hours for perishables, 72 hours for other categories) reflect what's currently shown on product pages in the App. Confirm these match your actual seller agreements before publishing, and add your real refund-processing timeline and support contact.

1. Cancelling an order

You can cancel an order for free as long as the seller hasn't started preparing/packing it yet. Once preparation has begun, cancellation may not be possible — the App will indicate whether an order is still cancellable. If you paid online and successfully cancel before preparation starts, your payment is refunded in full.

2. Replacement windows

Every product page shows its replacement window. These currently fall into two categories:

Category	Replacement window	Examples
Perishables (fruits, vegetables, dairy)	48 hours from delivery	Onion, potato, milk, leafy greens
Other categories	72 hours from delivery	Packaged snacks, clothing, household items

The exact window for any item is always shown on that product's page before you order.

3. What's eligible for replacement

The item received is damaged, spoiled, or significantly different from what was ordered
The item is missing from your delivered order
The wrong item or quantity was delivered
The item is expired or unsafe to use on arrival

4. What's not eligible

Requests made after the replacement window for that item has closed
Change of mind after an order has already been delivered
Normal variation in fresh produce (size, shape, minor colour differences)
Damage caused after delivery was accepted in good condition

5. How to request a replacement or refund

Open the order in Order History within the App, select the item(s) in question, and choose "Report an issue." Add a photo where possible — this helps us and the seller resolve it faster. We aim to respond to every request within 24 hours.

6. Refund method & timeline

Approved refunds are issued to your original payment method (UPI/card) and typically reflect within 5–7 business days, depending on your bank. For Cash on Delivery orders, approved refunds are issued as Kusbilo wallet credit or bank transfer, as you prefer.

7. Contact us

Still need help with an order? Write to us at support@kusbilo.in and include your order ID.