At PrioExpress, we strive to ensure that every delivery is perfect. However, we understand that issues may arise. This policy outlines how we handle returns and refunds for our current services (Food, Pharmacy, and Grocery).
1. Return Policy
Due to the nature of the products we deliver (perishable items and medicines), returns are only accepted at the time of delivery under the following conditions:
Wrong Product: If the item delivered does not match your order.
Damaged Product: If the packaging is torn, tampered with, or the product is damaged during transit.
Expired Items: If a grocery or pharmacy item is past its expiration date.
Quality Issues (Food): If the food is clearly spoilt or contains foreign objects (subject to verification with the restaurant).
Note: Once the delivery person leaves your premises and the payment is made, returns may not be accepted for perishable items (like cooked food or fresh vegetables).
2. Cancellation Policy
Before Preparation: You can cancel an order within 2 minutes of placing it.
After Preparation: Once a restaurant starts cooking or a shop packs your order, cancellations are not allowed.
Pharmacy Orders: Medicine orders cannot be cancelled once the pharmacist has billed and packed the items.
3. Refund Policy
Since PrioExpress currently operates on a Cash on Delivery (COD) basis, refunds are handled as follows:
Immediate Resolution: If you find an issue at the time of delivery, you may refuse to accept the specific damaged/wrong item, and you will only pay for the items you keep.
Missing Items: If you paid for an item that was missing from your bag, please contact our support within 30 minutes. We will either arrange a redelivery of the missing item or provide a credit/adjustment for your next order.
Online/Digital Refunds: As we currently do not accept online payments, there are no direct bank/wallet refunds. Any adjustments will be made via cash or PrioExpress Credits (if applicable).
4. Non-Returnable Items
The following items cannot be returned or exchanged:
Opened or used personal care products.
Baby food or hygiene products.
Items that were ordered by mistake by the customer.
5. How to Report an Issue
If you face any problem with your order, please follow these steps:
Check the items immediately upon delivery.
Inform the delivery partner if there is a visible issue.
Contact Support: Call us at 09617576764 or email contact@prioexpress.com with your Order ID and a photo of the damaged/wrong item.
6. Vendor Responsibility
PrioExpress is a delivery intermediary. While we facilitate the return process, the ultimate responsibility for product quality (especially food taste and medicine accuracy) lies with the respective Restaurant, Pharmacy, or Merchant.
