1. Overview
At Shopcrate (“we,” “us,” “our”), we take pride in offering you organic, high-quality groceries delivered right to your door. Your satisfaction is our top priority. This Refund Policy explains when and how refunds are available, our eligibility requirements, timelines, and the process to follow.
2. Scope
This policy applies to all purchases made on https://shopcrate.xyz, including groceries, juices, and all other product categories. It does not apply to shipping costs, which are handled separately in our Shipping Policy. In cases of combined shipping and product issues, both policies may apply.
3. Eligibility for Refunds
You may be eligible for a refund under the following circumstances:
- Damaged or Defective Items: Items received in a damaged, spoiled, or defective condition.
- Incorrect or Incomplete Orders: You received items different from what you ordered or are missing items from your order.
- Quality Issues: Products that breach our “organic quality” guarantee in any way (e.g., signs of spoilage, off-smell, contamination).
- Unfulfilled Orders: We fail to deliver your order within our communicated timeframe or at all.
- Duplicate Orders: Orders placed in error that result in unintentional duplicate shipments.
Refunds are not available for:
- Change of mind, preference, or dietary choices.
- Food items that are partially consumed, opened, or showing signs of use (unless defective or damaged).
- Clearance, sale, or “as-is” items marked clearly as non-returnable.
4. Refund Requests – Timeframes & Procedure
| Scenario | Timeframe to Report | Next Steps |
|---|---|---|
| Damaged/Defective Product | Within 24 hours of delivery | Provide photos and description by email. |
| Incorrect/Missing Item | Within 48 hours of delivery | Provide order number and list missing items. |
| Quality Issue | Within 48 hours of delivery | Describe the issue with supporting evidence. |
| Delivery Not Arrived | Within 7 days of expected date | Confirm non-delivery and request assistance. |
| Duplicate Orders | Immediately upon realization | Provide order numbers and payment info. |
How to Submit a Request
Email us at refunds@shopcrate.xyz with:
- Subject line: “Refund Request – Order #[Your Order Number]”
- Your name, order number, and date of purchase
- Clear description of the issue
- Photographs (if applicable)
- Desired resolution (refund, replacement, store credit)
5. Evaluation & Processing
Once we receive your request:
- We’ll acknowledge receipt within 1 business day.
- For issues requiring review, we may request additional details or images.
- After evaluation, we’ll email you the outcome (approval or denial).
- If approved, refunds will be issued:
- Processed within 5 business days.
- Reversals typically post to your original payment method within 10 business days, depending on your financial institution.
6. Refund Methods
Refunds will be made using the original method of payment:
- Credit/Debit Card: Credited to the same card.
- UPI or Bank Transfer: Returned to the same account.
- E-wallets or Mobile Payments: Refunded back to the original wallet.
If the original method is unavailable, a store credit may be offered upon request.
7. Store Credit Policy
When available, store credits:
- Are valid for 6 months from issuance.
- Are redeemable online at https://shopcrate.xyz.
- Cannot be exchanged for cash.
- Are not transferable or resellable.
8. Replacements & Exchanges
If you’d like a replacement instead of a refund:
- Replacement shipping is free for valid cases (damage, incorrect item, missing item).
- Replacement orders are prioritized and shipped once the original item(s) are confirmed returned or verified with proof.
If you wish to exchange for a different product, please contact us to arrange an exchange or place a new order.
9. Returns of Physical Products
In rare cases where physical returns are required:
- We will provide a prepaid shipping label.
- Return shipping instructions must be followed precisely to ensure refund eligibility.
- Returns must be in received condition (sealed, unopened, temperature-stable packaging where applicable).
We may refuse refunds for improperly packaged returns that are further damaged in transit, unless we deem the damage was ours.
10. Refunds for Pre-Orders or Cancellations
For pre-ordered items:
- If canceled before dispatch, a full refund is possible.
- If canceled post-dispatch, standard return procedures apply.
Cancellation requests should be sent via email as soon as possible with your order number and the items to cancel.