Lone Software Innovations Private Limited • KupwaraCart
Last updated: 18 September 2026
Customer First Guarantee
At KupwaraCart (operated by Lone Software Innovations Private Limited), customer satisfaction is our top priority. We strive to provide fresh, high-quality groceries and goods with transparent cancellation, return, and fast refund processes.
1.1 Cancellation by Customer Before Dispatch: You may cancel your order free of charge at any time before the merchant prepares the order or before a delivery rider has been assigned and dispatched. You can cancel directly in the app from Settings → My Orders or by contacting customer support.
1.2 Cancellation After Rider Dispatch: Once a delivery partner has picked up the items and is in transit, orders cannot be cancelled automatically. In case of genuine emergencies, contact support immediately. A minimal delivery logistics recovery charge may apply if the rider has reached your location.
1.3 Automatic Cancellation by KupwaraCart: If an ordered item goes out of stock at the local store or if unforeseen weather/road conditions prevent delivery in Kupwara or neighbouring regions, the affected item or complete order will be cancelled automatically, and a 100% full refund will be issued immediately.
Because we deliver both fresh perishable foods and packaged household goods, return windows vary depending on the product type:
Report within 24 Hours of delivery with a photo if stale, damaged, or poor quality.
Return window of 3 to 7 Days if defective, expired, damaged, or missing parts in original packaging.
2.1 Wrong or Missing Items: If any item received is incorrect, missing, or different from what was ordered, inform our support team within 24 hours. We will promptly dispatch the missing item or issue a full refund.
2.2 Photo / Video Evidence: For quality complaints or damaged goods, a clear photo of the item and receipt/barcode helps us process your resolution instantly.
To ensure hygiene, health, and consumer safety, certain items cannot be returned once delivered:
Once a return or cancellation request is approved, refunds are processed according to the original mode of payment:
Credited in 15 minutes to 24 hours. Can be used for your next purchase on KupwaraCart.
Refund is triggered within 24 hours. The amount is credited back to your source account in 3 to 7 business days (depending on your bank).
For COD returns, refund is credited instantly to your KupwaraCart Wallet or transferred to your bank/UPI account via IMPS/NEFT within 2 to 4 business days following item verification.
5.1 For approved returns, our local delivery rider will be scheduled to collect the product from your delivery address.
5.2 There is no pickup fee for defective, spoiled, damaged, or incorrect products sent by KupwaraCart.
5.3 Please keep the product with all original tags, accessories, and packaging ready for pickup.
You can quickly initiate a return or cancellation using any of the channels below: