Refund & Cancellation Policy

Last updated: 2 July 2026

This Refund & Cancellation Policy explains how Khethan Foods (“ZipBasket”, “we”, “our”, or “us”) handles cancellations, returns, and refunds for orders placed through the ZipBasket website, mobile application, and related services (together, the “Platform”). Because we deliver fresh groceries and perishable goods, some conditions apply to keep the process fair for everyone.

1. Order Cancellation

You may cancel an order before it has been packed or dispatched, at no charge, from the Orders section of the app or by contacting our support team. Once an order has been packed or handed to a delivery partner, it may no longer be possible to cancel it. Given the quick nature of our delivery service, the window to cancel is short, and we encourage you to review your cart before placing an order.

We reserve the right to cancel an order in certain situations, including where an item is out of stock, where the delivery address is outside our serviceable area, where we detect suspected fraud or abuse, or due to circumstances beyond our reasonable control. If we cancel a prepaid order, you will receive a full refund.

2. Returns, Replacements & Refunds

As we deal in fresh and perishable groceries, we are generally unable to accept returns once an order has been delivered. However, your satisfaction matters to us. If you receive an item that is damaged, spoiled, expired, incorrect, or missing, please report it to our support team within 24 hours of delivery, ideally with a photograph. After verification, we will offer a suitable resolution, which may include a replacement, a refund, or credit to your ZipBasket account.

• Items must be reported in the condition in which they were received.
• Refunds are issued for the affected items, and where applicable, related charges.
• Repeated or unreasonable claims may be subject to additional verification.

3. Refund Method & Timelines

Approved refunds for prepaid orders are processed to the original payment method used at checkout, in accordance with the policies of the relevant payment gateway (such as PhonePe) and applicable banking timelines. Depending on your bank or payment provider, refunds typically reflect within 5 to 7 business days after they are initiated. Where you choose account credit, it is usually made available sooner. For cash-on-delivery orders, eligible refunds are issued as account credit or to a bank/UPI account you provide.

4. Non-Refundable Situations

Refunds may not be available where an issue is reported after the applicable reporting window, where the product has been used or consumed beyond what is necessary to assess a defect, or where a delivery could not be completed due to an incorrect address, unavailability of the customer, or refusal to accept a valid order.

5. Contact

For any refund or cancellation request, please contact us at info@zipbasket.inor through the Help & Support section in the app. We aim to acknowledge requests within 24 hours.