Faq Page

Shipping, Privacy, Return and Refund Policy

  1. What are the return guidelines?

    • An item can be returned only if the return request has been raised within the return window (refer to section 3 for more information on return window).
    • An item will not be eligible for return after expiry of the return window.
    • Return and refund will be processed only if:
      • it is determined that the product was not damaged while in your possession;
      • the product is not different from what was shipped to you;
      • the product is returned in original condition (with original packaging, MRP tag intact, warranty card and all the accessories therein).
    • Items marked as “non-returnable” over the product detail page on the CityMall app cannot be returned.
    • An item will be returned only after verification at the time of pick-up. If an item is not eligible for return, it will not be picked up.
    • There will be two pick-up attempts by CityMall to pick an item. In case both the pick-up attempts are unsuccessful, the return shall stand canceled.
    • After an item is received and verified by CityMall, the refund would be initiated within 24 hours of it.
    • Refund will not be initiated if an item is handed over to the delivery person without scheduling a return. Always place a return request first and hand over the item to the delivery person only after a return request is approved.
    • Kindly do not accept an order at the time of delivery if received in a damaged or tampered condition.

  2. What can I return?

    You may request returns for most items you buy from the CityMall app. Please refer to the “Return/Refund” section of the product detail page to check the ‘return window’ of an item.

    Items are returnable if you've received them in a condition that is -

    • Product damaged
    • Expired product
    • Partial item(s) or accessories not found
    • Product MRP related issue
    • Issue with item or item quality
    • Wrong item delivered
    • Product size/color issue
    • Item does not match the image of info or the app

    Once the product has been received after verification, we will process the refund and update you once done.

  3. What is the return period in which an item can be returned?

    To return an item, kindly raise a return request within the defined ‘return window’ after the delivery (refer to section 4 for more information on how to raise a return request).

    Kindly note that you can request return for most items you buy from the CityMall app, however, items explicitly identified as "non-returnable" on the product detail page cannot be returned.

    CategoryReturn window
    Atta, Sugar, Salt, Oil & Ghee3 days
    Dal, Rice, Spices & Dry Fruit3 days
    Snacks3 days
    Beverages3 days
    Home Care7 days

  4. How to return an item?

    To return an item, kindly raise a return request from your app within the defined ‘return window’.

    Follow the instructions given below to raise a return request:

    • Go to the “Order” section under the profile page of the app
    • Select the order in which you are facing an issue
    • Press the ‘return’ button in front of the item you want to return
    • Select the quantity. Press + (plus) to increase the quantity and -(minus) to reduce the quantity
    • Select the reason to return the item and elaborate the issue in the description box given below
    • Upload a verifiable image of the item and press “Submit”
    • Choose a desirable date for the pick-up and ‘Submit’ the request

    A pick-up would be scheduled after verification of the image uploaded by you. The item would be picked up from the address on the scheduled date after an OTP verification.

  5. How to check return status?

    To check the return status and related information, follow the steps given below:

    • Go to the “Order” section under the profile page of the app
    • Go to the “Returns” page and select the order
    • You will be able to see the details related to the return

  6. Can I replace/exchange an item?

    If you receive an item in any of the aforementioned conditions in Section 2, you may return the item by raising a return request from your app after which a refund would be processed. Kindly refer to Section 4 to check how to raise a return request.

    Kindly note that we do not provide the service to replace or exchange an item.

  7. What to do if an item is missing or not found in my order?

    If there is an item(s) less in your order or an item(s) has not been delivered by CityMall to you, follow the steps given below to raise a complaint:

    • Go to the “Order” section under the profile page of the app
    • Select the order in which you are facing an issue
    • Press the ‘return’ button in front of the item you want to return
    • Select the quantity. Press + (plus) to increase the quantity and -(minus) to reduce the quantity
    • Select the reason as per the case- “Item not found in order” or “Free item not found”, to return the item and elaborate the issue in the description box given below
    • Press “Submit”

    Our team will investigate the issue and provide a resolution at the earliest.

  8. When will I receive my refund?

    We will initiate a refund from our end within 24 hours after receiving the product. Once the refund has been processed, you will receive the refund within the time-frame given below-

    Payment method
    Refund method
    Refund time-frame
    Cash
    Leader gullak
    Within 24 hours
    Online (UPI/wallet/card/netbanking)
    Online
    Within 5-7 working days

    If you are not connected to any leader and have made a payment via cash, your refund would be provided through an online link which would be available on your CityMall app. The link would also be sent by Razorpay via SMS to your registered mobile number. Fill the account details on the link provided to claim the refund.

    Follow the instructions given below to get the refund via CityMall app-

    1. Go to the “Order” section under the profile page of the app
    2. There will be 2 options on the top of the screen- Order and Return. Press “Return”.
    3. The order for which refund has been given would now be visible on the screen. Press the red button below- “अकाउंट डिटेल डालें”.
    4. You would be able to see the refund amount on the screen. Press the “VERIFY YOURSELF” option below. You will receive an OTP on your registered mobile number.
    5. Fill the OTP for verification.
    6. Provide the account details in the option “GIVE ACCOUNT DETAILS” and click on “CONFIRM AND SUBMIT”.
    7. The refund would be credited into your account within 24 hours post submitting the details on the link.

  9. Why was my return or refund rejected?

    Your return/refund request might get rejected because of the following reasons-

    • If the return window for the item is over
    • If the item is non-returnable (refer to Section 3 for more information)
    • If our team confirms post investigation that the item was correctly packed and delivered by CityMall
    • If you have selected incorrect reason for return of the product
    • If the image provided by you is incorrect or unverifiable
    • If you have higher than average refund history
    • If the delivery OTP for the order has been verified by you or your leader and the order is missing as per the complaint. Kindly share the delivery OTP only after you have received your order.

  10. How to apply a coupon?

    Follow the steps given below to apply a coupon-

    1. Choose the products on the CityMall app that you wish to order
    2. Click on “View Cart”
    3. The offers would be visible on the top of the screen under “Your Offers”. Go to the “View all” option to check all coupons, offers and their details.
    4. Click on the “Apply” button next to the desirable coupon to apply it on the order.
    5. The coupon will now be applied to the order!