Return Policy

At Jhatpat, we want every order to reach you fresh, complete and on time. This Return Policy explains what you can do if something is not right with your order, including when an item can be returned or replaced and how refunds are handled. By placing an order through the Jhatpat app, you agree to the terms set out in this policy.

Reporting a problem with your order

Please check your items at the time of delivery. If an item is damaged, spoiled, expired, incorrect or missing, let us know through the help section in the app. To help us resolve the issue quickly, include your order number, the name of the item and a clear photo of the product where possible.

Issues with fresh and perishable items must be reported within 24 hours of delivery. Issues with packaged and non-perishable items must be reported within 7 days of delivery. Requests received after these periods may not be eligible for a return, replacement or refund.

Items eligible for return or replacement

You may request a return, replacement or refund if you receive an item that is damaged, spoiled or past its expiry date, an item that is different from what you ordered, or an order that is missing one or more items. Packaged items should be unused and, wherever possible, returned in their original packaging with the label intact.

Fresh fruit and vegetables are natural products, so small differences in size, shape, colour and weight are normal. These differences are not treated as a defect unless they affect the quality of the product.

Items that cannot be returned

For health and hygiene reasons, some items cannot be returned once they have been delivered in good condition. This includes fresh produce, dairy, frozen and chilled foods, opened or used packaged foods, and personal care or hygiene products with a broken seal. We cannot accept returns simply because you have changed your mind about these items. This does not affect your right to a remedy if an item was damaged, defective or incorrect when it reached you.

How we review your request

Our support team will review your request and may ask for more details or photos. If an item needs to be collected, we will arrange a pickup and share the details with you in the app. In some cases, such as with perishable items, we may resolve the issue without asking you to return the product.

Refunds

Once a request is approved, we will refund the amount for the affected item or, if available and you prefer, send you a replacement. Refunds are returned to your original payment method unless we agree on another option with you. Approved refunds are normally processed within 5 to 7 business days. The time taken for the amount to appear in your account can also depend on your bank or payment provider.

Delivery or handling charges are refunded only where the entire order was affected because of an error on our part, or where the law requires it.

Cancelling an order

You can cancel an order from the app until it has been packed or sent out for delivery. If you cancel an order you have already paid for, the amount will be refunded to your original payment method. Once an order is out for delivery, it may no longer be possible to cancel it. If we need to cancel an order because an item is unavailable or for any other reason, we will tell you and refund any amount you have paid for it.

Contact us

If you have a question about a return or refund, please contact our support team through the help section in the Jhatpat app. We may update this policy from time to time, and the latest version will always be available on this page.