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Refund & Cancellation Policy

Last Updated: November 9, 2025

At Comfyze E-commerce Services (OPC) Pvt Ltd, customer satisfaction is our priority. This Refund and Cancellation Policy outlines the procedures and conditions for order cancellations, returns, and refunds.

1. Order Cancellation Policy

1.1 Cancellation by Customer

Customers can cancel orders under the following conditions:

  • Before Order Processing: Orders can be cancelled free of charge if the cancellation request is received before the order is processed or dispatched
  • Cancellation Window: For standard orders, cancellation is allowed up to 2 hours after order placement
  • Same-Day Delivery Orders: Must be cancelled within 30 minutes of order placement
  • After Dispatch: Once the order is dispatched, cancellation is not possible. However, you may refuse delivery and the refund policy will apply

1.2 How to Cancel an Order

To cancel your order:

  • Call us immediately at +91 7383721490
  • Provide your order number and registered phone number
  • Our team will confirm the cancellation status
  • Cancellation confirmation will be sent via SMS or email

1.3 Cancellation by Comfyze

Comfyze reserves the right to cancel orders in the following situations:

  • Product unavailability or out of stock
  • Pricing or product information errors
  • Delivery address is outside our service area
  • Suspected fraudulent transaction
  • Force majeure events (natural disasters, pandemics, strikes)
  • Technical errors in order processing

In such cases, customers will be notified immediately, and full refund will be processed.

2. Return Policy

2.1 Eligible Returns

Comfyze accepts returns only in the following cases:

  • Damaged Products: Products received in damaged or broken condition
  • Wrong Items: Products delivered do not match the order
  • Expired or Near-Expiry: Products with expired dates or expiring within 7 days
  • Quality Issues: Products not meeting quality standards (rotten fruits/vegetables, spoiled items)
  • Missing Items: Ordered items not delivered
  • Packaging Issues: Broken seals, tampered packaging

2.2 Non-Returnable Items

The following items are not eligible for return:

  • Fresh fruits and vegetables (unless damaged or rotten upon delivery)
  • Perishable items consumed or used
  • Products with broken seals or tampered packaging (opened by customer)
  • Items returned after 24 hours of delivery without valid reason
  • Promotional or clearance sale items (unless defective)

2.3 Return Process

To initiate a return:

  • Immediate Notification: Inform us within 24 hours of delivery
  • Contact: Call +91 7383721490 or email Bhargavdubal@gmail.com
  • Provide Details: Order number, product details, and reason for return
  • Photographic Evidence: Send clear photos of damaged/wrong items
  • Verification: Our team will verify the complaint
  • Pickup/Refund: Approved returns will be picked up, or immediate refund processed

2.4 Return Timeline

  • Return requests must be raised within 24 hours of delivery
  • Product pickup (if applicable) will be scheduled within 48 hours
  • Return approval and refund processing within 3-5 business days

3. Refund Policy

3.1 Refund Eligibility

Refunds will be issued in the following cases:

  • Order cancelled before processing
  • Order cancelled by Comfyze due to unavailability or other reasons
  • Approved return requests
  • Payment debited but order not confirmed
  • Duplicate payment charges
  • Overcharged amount

3.2 Refund Methods

Refunds will be processed through the original payment method:

  • Cash on Delivery (COD): Refund via bank transfer (bank details required) or store credit
  • Online Payments (UPI, Card, Net Banking): Refund to the original payment source
  • Wallet/Store Credit: Instant credit to Comfyze account wallet (if opted)

3.3 Refund Timeline

  • Cancellation before dispatch: Refund initiated within 24-48 hours
  • Return approval: Refund processed within 3-5 business days after verification
  • Bank credit: 5-7 business days after refund initiation (depending on bank)
  • UPI/Wallet: 3-5 business days
  • Credit/Debit Card: 7-10 business days (as per bank processing time)

3.4 Partial Refunds

Partial refunds may be issued for:

  • Missing items from the order
  • Partial order fulfillment
  • Weight discrepancies (for products sold by weight)
  • Product substitutions without consent

3.5 Refund Deductions

In certain cases, deductions may apply:

  • Delivery Charges: May be deducted for customer-initiated cancellations after dispatch
  • Used/Opened Products: Refund may be refused or reduced
  • Payment Gateway Charges: Non-refundable gateway fees (if applicable)

4. Replacement Policy

For damaged or wrong products, customers can choose between:

  • Replacement: Product will be replaced with the same item (subject to availability)
  • Refund: Full refund of the product amount
  • Store Credit: Credit to Comfyze wallet for future purchases

Replacement orders will be delivered at no additional cost within 24-48 hours.

5. Special Cases

5.1 Delivery Failure

If delivery cannot be completed due to:

  • Customer unavailability: Re-delivery charges may apply, or order may be cancelled with partial refund
  • Incorrect address: Customer responsible for providing correct address; re-delivery charges apply
  • Customer refusal: Refund processed minus delivery and handling charges

5.2 Bulk Orders

For bulk or wholesale orders:

  • Custom cancellation and refund terms may apply
  • Advance payment cancellations subject to 10% processing fee
  • Contact our bulk order team for specific terms

5.3 Subscription Orders

For monthly subscription packages:

  • Cancellation allowed up to 7 days before next delivery
  • No refund for current month subscription
  • Modifications allowed once per billing cycle

6. Quality Guarantee

Comfyze stands behind the quality of our products:

  • All fresh produce is carefully selected and quality-checked
  • Products are stored in appropriate conditions
  • Delivery packaging ensures product freshness
  • Any genuine quality issue will be resolved promptly

7. Dispute Resolution

In case of disputes regarding refunds or returns:

  • Contact our customer support team immediately
  • Provide all relevant order details and evidence
  • Our team will investigate and resolve within 3-5 business days
  • Decisions made by Comfyze management will be final

8. Exceptions

Comfyze reserves the right to make exceptions to this policy in the following situations:

  • Genuine hardship cases
  • Exceptional circumstances
  • Goodwill gestures for loyal customers
  • Force majeure events

Such exceptions are at the sole discretion of Comfyze management.

9. How to Request Refund/Return

Contact Comfyze Customer Support:

  • Phone: +91 7383721490 (Mon-Sat, 8 AM - 8 PM)
  • Email: Bhargavdubal@gmail.com
  • WhatsApp: +91 7383721490

Information to Provide:

  • Order number
  • Registered phone number/email
  • Product details and issue description
  • Photos of damaged/wrong items (if applicable)
  • Preferred resolution (refund/replacement)

10. Policy Updates

Comfyze reserves the right to modify this Refund and Cancellation Policy at any time. Updated policies will be posted on our website with the revision date. Continued use of our services constitutes acceptance of the updated policy.

11. Contact Information

For any questions or concerns regarding refunds, returns, or cancellations, please contact:

Comfyze E-commerce Services (OPC) Pvt Ltd
B 502 Nira Apartment, Gautam Nagar Street No 4
Rajkot, Gujarat - 360007
Phone: +91 7383721490
Email: Bhargavdubal@gmail.com
Business Hours: Monday - Saturday, 8:00 AM - 8:00 PM

At Comfyze, your satisfaction is our priority. We are committed to resolving all issues fairly and promptly. Thank you for choosing Comfyze for your grocery needs!