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Refund Policy

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Last Updated: 20 September 2024

At KDF Mart, customer satisfaction is important to us. This Refund & Cancellation Policy explains when and how refunds or cancellations are processed for food and grocery orders placed through our platform.

1. Order Cancellation

1.1 Customer-Initiated Cancellation

  • Orders can be canceled before the store/restaurant starts preparation

  • Once an order is accepted or prepared, cancellation may not be possible

  • Cancellation eligibility depends on order status and store policy

1.2 Store-Initiated Cancellation

Orders may be canceled by the store if:

  • Items are out of stock

  • Technical issues occur

  • Store is unable to fulfill the order

In such cases, customers are eligible for a full refund.

1.3 Platform-Initiated Cancellation

KDF Mart may cancel orders due to:

  • System or payment failure

  • Safety or compliance reasons

A full refund will be processed where applicable.

2. Refund Eligibility

Refunds may be issued in the following situations:

  • Order canceled before preparation

  • Item missing, incorrect, or damaged

  • Quality issues (spoiled or expired items)

  • Order not delivered

📌 Refund approval is subject to verification and may require photos or order details.

3. Non-Refundable Cases

Refunds may not be provided if:

  • Incorrect address or contact details provided by the customer

  • Customer unavailable at delivery location

  • Change of mind after order preparation

  • Minor packaging differences that do not affect product quality

4. Refund Method & Timeline

  • Refunds are processed to the original payment method

  • Processing time depends on the payment provider

  • Typical timelines:

    • Wallet/UPI/Card: 5–10 business days

    • Cash on Delivery: Wallet or alternate method (if applicable)

5. Partial Refunds

Partial refunds may be issued for:

  • Missing items

  • Incorrect items

  • Quantity discrepancies

The refund amount will be calculated based on the affected items only.

6. Delivery Charges & Service Fees

  • Delivery charges are non-refundable once a delivery partner is assigned

  • Service fees, if applicable, may not be refundable unless the order is canceled before processing

7. Contacting Support

To request a refund or report an issue:

Please include:

  • Order ID

  • Issue description

  • Supporting photos (if applicable)

8. Abuse & Misuse

KDF Mart reserves the right to:

  • Deny refunds in cases of repeated or fraudulent refund requests

  • Take action against misuse of the refund system

9. Policy Updates

This Refund Policy may be updated from time to time. Changes will be effective once posted on the platform.

10. Contact Information

For questions related to refunds or cancellations:

KDF Mart
📧 Email: [email protected]
📞 Phone: +92 423 744 4400
📍 Address: Johar Town, Lahore, Pakistan