Refund and Returns Policy

At Doormart, our Refund and Returns Policy is designed with customer satisfaction as our top priority. We strive to deliver fresh, high-quality groceries at your convenience. However, we understand that issues may arise, and we are committed to resolving them fairly.

✅Eligible Returns

You may request a return or replacement if:

• Wrong Item Delivered – If you receive an item different from what you ordered.
• Damaged/Defective Items – If items arrive spoiled, broken, or in poor condition.
• Expired or Near-Expiry Goods – If items are delivered expired or too close to expiry (less than 5 days shelf life).

🚫Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

• Fresh fruits, vegetables, and meats (unless delivered spoiled or damaged).
• Opened or partially used packaged items.
• Items not reported within 24 hours of delivery.

⏱️Return/Complaint Window

All complaints must be made within 24 hours of delivery (exceptions for proteins like ice fish, beef, mutton, chicken)
Send a picture or video proof via WhatsApp or email to our customer support team.

Refund & Replacement Options

Once your return request is approved, you may choose:

• Replacement – A new item will be delivered at no extra cost.
• Refund – Refunds processed within 3–5 working days (to your bank account or payment method).

🚚Return Process

Contact Doormart Customer Support at 09068100380 within 24 hours (exceptions for proteins like ice fish, beef, mutton, chicken) be reported within 6 hours

• Provide order number + picture/video proof.
• Return the item to the rider during replacement delivery (if applicable).