Returns, Refunds & Cancellations

This policy explains when you can cancel an order, what to do when something is wrong with a delivery, and how refunds are paid. Qwik Now is operated by DLCityShop Pvt. Ltd., Chhindwara, Madhya Pradesh. Some items on Qwik Now are sold by partner shops; the seller's name is shown on the product and on your bill, and this policy applies to those items too.

1. Cancelling an order

You can cancel for free while the order shows Order placed: open Account → Orders → Cancel. Prepaid amounts are refunded in full.
Once the store starts packing (status Packing / Out for delivery), the order cannot be cancelled from the app — for minutes-delivery orders this happens within a minute or two of placing it. You can still refuse an item at the door (see section 2).
If we cancel your order (an item is out of stock, your address is outside our delivery area, a pricing error, suspected fraud, or the store is closed), you receive a full refund including delivery and other fees.
If the rider cannot reach you at the address or number you gave and the order comes back to the store, prepaid orders are refunded minus the delivery fee. Fresh and frozen items that cannot be resold are not refunded in this case.

2. Check at the door (open-box delivery)

You can open the bag and check every item with the rider before you confirm delivery with the OTP. If a product is damaged, leaking, expired, or not what you ordered, hand it back to the rider on the spot: the item is marked returned, the rider takes it back, and the refund starts automatically without a separate request. The rider also photographs the hand-over as proof of delivery.

3. Reporting a problem after delivery

Fresh, frozen and food items (fruit and vegetables, dairy, bread and eggs, meat, ice cream, snacks, drinks, cooked food): report damage, spoilage, wrong item or a missing item within 24 hours of delivery.
Packaged household, personal-care and other non-food items: report damage, defects, wrong item or a missing item within 48 hours of delivery.
Electronics and mobile accessories: report a defect within 7 days of delivery; after that the brand's warranty applies (details on the product page or in the box).
Clear photos (and a short video for leaks or damage) are required. You can attach up to six photos with the request.

4. What can and cannot be returned

Because these are everyday essentials delivered quickly, most items cannot be returned for a change of mind. We do accept:

Anything damaged, expired, leaking, spoiled, wrong or missing, reported within the windows above.
Sealed, unopened packaged items (groceries, household, stationery) within 7 days, in their original condition.
Electronics and mobile accessories with a manufacturing defect within 7 days, with all parts and packaging.

These are not returnable unless damaged, wrong or expired on arrival:

Fresh fruit and vegetables, dairy, bread and eggs, meat and seafood, frozen food and ice cream, cooked or ready-to-eat food.
Opened food, drinks and personal-care products; items with a broken hygiene seal.
Innerwear, sexual-wellness products, feminine hygiene products.
Gift cards, Qwik Elite membership, and delivery tips. (Tobacco products are not sold online — see the Terms.)
Items marked "Non-returnable" on the product page, or sold as clearance / final sale.

5. How to raise a request

Open Account → Orders and tap the order.
Choose the item, tap Request return, pick the reason and add photos.
We review it, usually the same day. You will see the status in the order and get a notification.

You can also write to orders@palmultistore.com or message us on WhatsApp from the app with your order number.

6. Pickup

For minutes-delivery orders, a Qwik Now rider collects the item from your address, usually on the same or next day. There is no pickup charge for damaged, wrong or expired items.
For spoiled or damaged food we may ask you to dispose of the item instead of returning it; the refund is not affected.
For courier orders outside town we arrange a reverse pickup where our courier partners serve your pincode; otherwise we will guide you on shipping it back and reimburse reasonable courier charges when the return is our fault.

7. Refunds

UPI, cards, netbanking, wallets (paid through Razorpay): refunded to the same payment method within 5–7 working days of approval. Your bank may take a little longer to show it.
Cash on Delivery: refunded as Qwik coins to your account as soon as the request is approved, or to your bank account by transfer within 7 working days if you prefer — tell us in the request.
Delivery, handling, platform and other fees are refunded when we cancel the order or when the whole order is returned because of our mistake. When only some items are returned, the item price is refunded.
Coupon discounts are shared across the items of an order; a partial return refunds the amount you actually paid for that item.
Coins earned on a refunded amount are taken back; coins you redeemed on the order are returned to your coin balance.

8. Replacements

For a wrong or damaged item we will offer a replacement from the next available delivery when the item is in stock. If it is not, we refund it. Exchanges for a different size, pack or flavour follow the same rules as returns.

9. Fair use

We verify claims using the delivery photo, rider notes and your photos. Accounts that make repeated or unsupported claims may be asked for extra verification or have Cash on Delivery and returns limited.

10. Contact

Orders desk: orders@palmultistore.com, or the WhatsApp button in the app. For unresolved complaints see our Grievance Officer page.

1. Cancelling an order

You can cancel for free while the order shows Order placed: open Account → Orders → Cancel. Prepaid amounts are refunded in full.

Once the store starts packing (status Packing / Out for delivery), the order cannot be cancelled from the app — for minutes-delivery orders this happens within a minute or two of placing it. You can still refuse an item at the door (see section 2).

If we cancel your order (an item is out of stock, your address is outside our delivery area, a pricing error, suspected fraud, or the store is closed), you receive a full refund including delivery and other fees.

If the rider cannot reach you at the address or number you gave and the order comes back to the store, prepaid orders are refunded minus the delivery fee. Fresh and frozen items that cannot be resold are not refunded in this case.

2. Check at the door (open-box delivery)

3. Reporting a problem after delivery

Fresh, frozen and food items (fruit and vegetables, dairy, bread and eggs, meat, ice cream, snacks, drinks, cooked food): report damage, spoilage, wrong item or a missing item within 24 hours of delivery.

Packaged household, personal-care and other non-food items: report damage, defects, wrong item or a missing item within 48 hours of delivery.

Electronics and mobile accessories: report a defect within 7 days of delivery; after that the brand's warranty applies (details on the product page or in the box).

Clear photos (and a short video for leaks or damage) are required. You can attach up to six photos with the request.

4. What can and cannot be returned

Because these are everyday essentials delivered quickly, most items cannot be returned for a change of mind. We do accept:

Anything damaged, expired, leaking, spoiled, wrong or missing, reported within the windows above.

Sealed, unopened packaged items (groceries, household, stationery) within 7 days, in their original condition.

Electronics and mobile accessories with a manufacturing defect within 7 days, with all parts and packaging.

These are not returnable unless damaged, wrong or expired on arrival:

Fresh fruit and vegetables, dairy, bread and eggs, meat and seafood, frozen food and ice cream, cooked or ready-to-eat food.

Opened food, drinks and personal-care products; items with a broken hygiene seal.

Innerwear, sexual-wellness products, feminine hygiene products.

Gift cards, Qwik Elite membership, and delivery tips. (Tobacco products are not sold online — see the Terms.)

Items marked "Non-returnable" on the product page, or sold as clearance / final sale.

5. How to raise a request

Open Account → Orders and tap the order.

Choose the item, tap Request return, pick the reason and add photos.

We review it, usually the same day. You will see the status in the order and get a notification.

You can also write to orders@palmultistore.com or message us on WhatsApp from the app with your order number.

6. Pickup

For minutes-delivery orders, a Qwik Now rider collects the item from your address, usually on the same or next day. There is no pickup charge for damaged, wrong or expired items.

For spoiled or damaged food we may ask you to dispose of the item instead of returning it; the refund is not affected.

For courier orders outside town we arrange a reverse pickup where our courier partners serve your pincode; otherwise we will guide you on shipping it back and reimburse reasonable courier charges when the return is our fault.

7. Refunds

UPI, cards, netbanking, wallets (paid through Razorpay): refunded to the same payment method within 5–7 working days of approval. Your bank may take a little longer to show it.

Cash on Delivery: refunded as Qwik coins to your account as soon as the request is approved, or to your bank account by transfer within 7 working days if you prefer — tell us in the request.

Delivery, handling, platform and other fees are refunded when we cancel the order or when the whole order is returned because of our mistake. When only some items are returned, the item price is refunded.

Coupon discounts are shared across the items of an order; a partial return refunds the amount you actually paid for that item.

Coins earned on a refunded amount are taken back; coins you redeemed on the order are returned to your coin balance.