Refund & Return Policies | kirana11

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Refund & Return Policies

Planet11 Ecommerce Solutions India Private Limited (“Company", “Kirana11”, “us”, “we”, “our”) believes in helping its Users as much as possible and hence, we have a liberal and simple Return, Refund and Cancellation Policy. The Return, Refund and the Cancellation Policy is a part of the Terms of Use of the Platform. Orders once placed cannot be cancelled/refunded/returned under any circumstances except in the manner captured below.


Kirana11 entitles its Users to return the Product purchased/ Ordered through the Platform and Kirana11 Services at the time of delivery to the delivery person in the following circumstances: 

  • If due to some reason the Products delivered are not satisfactory, with respect to the quality and/or freshness of the Product; or
  • The Product that is delivered is defective or damaged or incorrect. 

Kirana11 shall inform the Seller and initiate the process of taking back the Products intended to be returned by the Users, provided the Products are in “as delivered” condition and the packaging of the Product is intact and the request for refund is received within 6 hours of the delivery of the Product. The request for refund can also be sent by calling 1800-123-0110.

In such a scenario, Kirana11 shall take the returned Products after it receives the request for refund/return and confirms it and shall not in any way charge the User for the same. In no case, Kirana11 shall take the returned Products and refund the price of the Product, if the request for refund is received after 6 hours of the delivery of the Product or if the above-mentioned conditions are not fulfilled.

Kirana11 or the Seller has the sole and absolute authority to assess whether a Product purchased through the Platform or while using Kirana11 Services shall be taken back or not.

Refunds shall be made in the same form that the payment is received within 10 working days from the date of cancellation of Order. Kindly note, in the event, User has chosen the mode of payment as Cash-On-Delivery (COD) for payment of Product purchased through the Platform and provided by the Seller:

  • User shall not accept the Product which are not satisfactory, with respect to the quality and/or freshness of the Product;
  • User shall NOT be entitled to any refund/return if the Product has been accepted by the User upon delivery. 


Once an Order is placed for a Product through the Platform or Kirana11 Services, no cancellation of the Order shall be permitted.

You shall be only entitled to cancel your Order and claim a refund of the Order placed (as your sole and exclusive remedy) in case you do not get the confirmation of the Order. The User, in such case, needs to intimate Kirana11 within 6 hours of placing the Order and the money shall be refunded in the same manner as captured above.

In case you do not raise a refund claim within the stipulated time then, Kirana11 does not take the responsibility of the refund to be received by you, from your issuing bank.