Refund & Return Policies | Avenue11

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Refund & Return Policies

Refund & Return Policies

Upum Enterprise Private Limited believes in helping its Users as much as possible and hence, we have a 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.

Note: Any term which is capitalised shall derive its meaning from the Terms of Use.


A.Company entitles its Users to return any Product purchased/ ordered through the Platform 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.

B.The Company shall initiate the process of taking back the Products intended to be returned by the Buyers, provided the products are in "as delivered” condition and the packaging of the Product is intact and the request for refund is received within 24 (twenty-four) hours of the delivery of the Product for perishable goods like fruits, vegetables, milk, meat, dairy products and 48 (forty-eight) hours of the delivery of the Product for all other items The request for refund can also be initiated by calling 1800-123-0110 or sending an email to

C.In such a scenario, the Company shall take the returned Products after it receives the request for refund/return and confirms it and shall not in any way charge the Buyer for the same. In no case, the Company shall take the returned Products and refund the price of the Product, if the request for refund is received after the time stipulated in paragraph B.

D.The Company has the sole and absolute authority to determine whether a Product purchased through the Platform shall be taken back or not.

E.Refunds shall be made within 10 (ten) working days from the date of cancellation of Order.

F.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 the user shall not be entitled to return/refund the Product:

•where the Product which is not satisfactory, with respect to the quality and/or freshness of the Product has been accepted by the user;

G.For the Company to improve the services, it is mandatory for the Buyer to share the images of the Products which he/she is dissatisfied with.

H.In an event where the Product delivery is delayed or is returned from its destination on account of a mistake by the Buyer (For example- providing the wrong name or address or other incorrect/ misleading information), any additional costs incurred by the Company for re-delivery of the Product(s) shall be borne by the Buyer.


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

B.You shall be only entitled to cancel your Order and claim a refund for the Order placed (as your sole and exclusive remedy) in case you do not get the confirmation of the Order. In case the payment mode is cash on delivery, the User is only entitled to cancel his/her Order and no refund shall be initiated by the Company.

C.The User, in the above-mentioned cases, needs to intimate the Company within 6 (six) hours of placing the Order and the money shall be refunded in the same manner as captured above.

D.In case you do not raise a refund claim within the stipulated time as mentioned in paragraph C of the cancellation clause then, the Company does not take the responsibility of the refund to be received by you.

E.Orders may be cancelled by the Company in any of the following cases:

•if it is suspected that a Buyer has undertaken a fraudulent transaction, or

•if it is suspected that the User has undertaken a transaction which does not conform to or violates the Terms of Use, or

•in case of unavailability of Product(s), or

•for any reason which is beyond the control of the Company.

For such cancellations, the Company shall initiate the process of refund within 72 (seventy-two) hours and should refund the payment, if any, made by you under the relevant order within 10 (ten) working days.

Further, while precautions are being taken to ensure accuracy of product specification, the details of the Product as reflected in the Platform may be inaccurate due to technical issues, typographical errors or incorrect Product information and in such an event you shall be notified as soon as such errors comes to the notice of the Company. In such event the Company reserves the right to cancel your Order and grant credit or refund the the value of the returned Product.

We maintain a list of all fraudulent transactions and non-complying users, and reserve the right to deny access to such users at any time or cancel any Orders placed by them in future.