This Return, Refund & Cancellation Policy applies to all purchases and payments made through Kinetex-powered self-checkout kiosks, the Kinetex mobile app, and any Kinetex-operated digital channel. It is issued by KINETEX LLP (LLPIN ACX-3608).
1. Nature of the transaction
Kinetex provides the technology that enables you to scan and pay for groceries and goods at participating retail stores ("Merchants"). The actual sale of goods is between you and the Merchant. Kinetex acts as the payment-collection technology provider on behalf of the Merchant.
2. Return policy — when items can be returned
You may return purchased items in the following situations:
- Damaged or defective on inspection — items found damaged, broken, or defective at the point of sale can be returned at the store counter before leaving the premises. A full refund is processed immediately to the original payment method.
- Wrong item supplied — items that do not match the barcode scanned or the receipt description can be exchanged or refunded at the store within the same visit.
- Quality issue discovered within 24 hours — non-perishable items found to be expired, contaminated, or below standard quality can be returned to the store within 24 hours of purchase with the original receipt.
- Unopened sealed items returned within 7 days — non-perishable, non-personal-care items in original sealed packaging may be returned within 7 days for a full refund, at the store's discretion.
To initiate a return, bring the item along with the digital receipt (visible in your mobile app under Orders) to the store from which it was purchased. Returns are processed by store staff via the operator dashboard, and the corresponding refund is triggered automatically.
Return Eligibility Window
To ensure quality control (especially regarding perishable items, groceries, and consumer goods), we strictly enforce the following timelines:
In-Store Returns (Highly Recommended): Any defect, damage, or missing item should ideally be brought to the attention of the store counter before leaving the premises for instant resolution.
After Leaving the Store: You must report any product issues or return requests within 48 hours of the transaction. Requests made after 48 hours will not be accepted, except in cases of verified payment system errors.
3. When refunds apply
A refund may be initiated in the following situations:
- Duplicate / failed transaction — your card or UPI was debited but the order did not complete on our system.
- Overcharge — the amount charged differs from the receipt total, or a price-update error caused an incorrect charge.
- Item not received — you paid for an item at the kiosk but it was not bagged or handed to you.
- Damaged or defective item discovered at the store — return the item to the store counter before leaving the premises.
- Wallet top-up that did not reflect — the bank/UPI debited you but your store wallet did not credit.
- Cancelled pre-order — you cancelled a pre-order before fulfilment.
4. Cases where a refund may not apply
- Requests made more than 48 hours after the transaction, unless the issue is a payment-gateway failure (which we always assist with regardless of time elapsed).
- Requests where the order number or proof of purchase cannot be verified against our records.
- Refund of loyalty points that were already redeemed — in such cases the cash component of the bill is refunded normally, and the redeemed points are credited back to your loyalty account.
- Promotional discounts that were applied conditionally — if the qualifying condition is reversed by a return, the discount is forfeited proportionally on the remaining items only.
Defects, damaged goods, missing items, or quality issues are always eligible for refund regardless of category. The cases above only restrict edge cases like stale claims or unverified purchases.
5. How to request a return or refund
- At the store — for any issue noticed before leaving the store, please speak to the store staff. Most refunds can be processed instantly through the operator dashboard.
- After leaving the store — email support@kinetex.co.in within 48 hours of the transaction with:
- Your registered mobile number
- Order number (visible on the digital receipt in the app)
- Store name and date of purchase
- Reason for refund + photographs if applicable
- For payment-gateway failures (money debited, order not created) — these are usually auto-reversed by the bank within 5–7 working days. If not, email support@kinetex.co.in with the bank reference number.
6. Refund timelines
7. Cancellation of pre-orders
- You may cancel a pre-order from the mobile app any time before the order moves into "Preparing" status. A full refund is issued automatically.
- Once an order is in "Ready for pickup" or "Out for delivery" status, cancellation may not be possible. Contact the store directly.
8. Disputed transactions
If you believe a charge on your statement is unauthorised, please first verify your purchase history within the Kinetex mobile app. If still unresolved, raise a dispute with us within 15 days of the transaction by emailing support@kinetex.co.in. We will investigate jointly with the payment processor and respond within 30 days.
9. Right to refuse a return or refund
We reserve the right to decline a refund request where there is evidence of fraud, abuse of policy, or violation of our Terms & Conditions. In such cases, the reason for refusal will be communicated in writing.
10. Grievance escalation
If you are not satisfied with the resolution provided by our support team, you may escalate the matter to our Grievance Officer:
11. Contact
For all return- or refund-related queries: support@kinetex.co.in · Phone +91 63016 15310 · Hours Mon–Sat 10:00–19:00 IST.