Last Updated: May 28, 2026

This Shipping & Delivery Policy governs the delivery, shipping, handling, and related operational processes for orders placed on the Groocy platform operated by Groocy Retails (OPC) Private Limited (“GROPL”).

For the purpose of this Policy:

1. “Groocy”, “Company”, “we”, “our”, and “us” refer to Groocy Retails (OPC) Private Limited (“GROPL”);
2. “User”, “you”, and “your” refer to any person accessing or using the Platform or services.

By placing an order on the Platform, you agree to this Shipping & Delivery Policy.

1. Serviceable Locations

Groocy currently provides delivery services only in selected serviceable areas.

Delivery availability may vary depending on:

1. location,
2. operational capacity,
3. weather conditions,
4. local restrictions,
5. product availability,
6. and delivery partner availability.

Groocy reserves the right to refuse or cancel orders placed outside serviceable areas.

2. Minimum Order Value & Delivery Charges

The minimum order value for delivery on the Platform is ₹99.

For orders below ₹99, an additional delivery charge of ₹30 may apply.

Delivery charges may further vary depending on:

1. delivery distance,
2. delivery location,
3. order category,
4. weather conditions,
5. surge demand,
6. operational requirements,
7. and promotional offers.

Additional:

1. surge fees,
2. handling charges,
3. convenience charges,
4. packaging charges

may apply where applicable.

Applicable delivery and handling charges will be displayed during checkout before order confirmation.

3. Delivery Timelines

Estimated delivery timelines may vary depending on:

1. product category,
2. order volume,
3. delivery location,
4. weather conditions,
5. operational load,
6. and rider availability.

Fresh Non-Veg & Vegetable Orders

Fresh non-veg products and vegetables are generally delivered within approximately 30 minutes to 2 hours, depending on:

1. order customization,
2. cleaning or cutting requirements,
3. order volume,
4. delivery distance,
5. and operational conditions.

Grocery & Monthly Ration Orders

Large grocery, bulk household, or monthly ration orders may require:

1. same-day delivery,
2. scheduled delivery,
3. or next-day delivery

depending on:

1. order size,
2. stock availability,
3. operational capacity,
4. and delivery scheduling.

Delivery timelines displayed on the Platform are indicative estimates only and shall not be treated as guaranteed delivery commitments unless specifically stated otherwise.

4. Fresh Non-Veg Deliveries

As Groocy primarily deals with fresh and perishable food products including:

1. chicken,
2. fish,
3. mutton,
4. prawns,
5. eggs,

delivery timelines and handling are operationally sensitive.

Fresh products may involve:

1. customized cutting,
2. cleaning,
3. trimming,
4. weighing,
5. hygienic packing,
6. and freshness checks

before dispatch.

Users acknowledge that certain processing time may be required for fresh products depending on product type and customization requirements.

5. Delivery Attempts & Customer Availability

Users are responsible for:

1. providing accurate delivery information,
2. remaining available at the delivery location,
3. responding to calls or messages from delivery personnel.

If delivery fails due to:

1. incorrect address,
2. unreachable phone number,
3. customer unavailability,
4. refusal to accept delivery,
5. restricted access,
6. security restrictions,
7. gated society restrictions,
8. or incorrect delivery instructions,

Groocy reserves the right to:

1. cancel the order,
2. charge additional delivery fees,
3. refuse redelivery,
4. or mark the order as failed delivery.

6. Contactless & OTP Deliveries

Certain orders may require:

1. OTP verification,
2. contactless delivery confirmation,
3. photo proof of delivery,
4. or digital confirmation

for operational and security purposes.

Users are responsible for safeguarding OTPs and delivery confirmations.

7. Delivery of Perishable Products

Fresh and perishable products should be checked immediately upon delivery.

Customers are advised to:

1. refrigerate products promptly,
2. follow proper storage instructions,
3. consume products within recommended timelines.

Groocy shall not be responsible for:

1. spoilage caused after delivery,
2. improper storage by users,
3. delayed refrigeration,
4. mishandling after delivery acceptance.

8. Delays Due to External Factors

Delivery timelines may be impacted due to:

1. rain,
2. floods,
3. extreme weather,
4. traffic restrictions,
5. strikes,
6. internet outages,
7. government restrictions,
8. public holidays,
9. festivals,
10. or other force majeure events.

Groocy shall not be liable for delays caused by circumstances beyond reasonable operational control.

9. Order Splitting & Partial Deliveries

Certain orders may be:

1. split into multiple shipments,
2. delivered separately,
3. fulfilled from different operational locations,
4. or delivered in multiple batches

depending on product availability and operational requirements.

Users may receive separate delivery updates for such orders.

10. Failed Deliveries & Refused Orders

Repeated:

1. order refusals,
2. fake orders,
3. COD rejections,
4. unreachable delivery attempts,
5. abusive conduct,
6. or suspicious activities

may result in:

1. account restrictions,
2. suspension of COD eligibility,
3. cancellation of future orders,
4. or denial of service.

11. Delivery Verification & Complaints

Users are encouraged to immediately verify:

1. product quantity,
2. freshness,
3. packaging condition,
4. and order accuracy

at the time of delivery.

For delivery-related complaints, users may be required to provide:

1. photos,
2. videos,
3. packaging evidence,
4. delivery details,
5. or order proof

for verification purposes.

Groocy reserves the right to investigate and verify complaints before approving any refund, replacement, or compensation request.

12. Shipping Restrictions

Groocy reserves the right to restrict or refuse delivery of certain products based on:

1. legal requirements,
2. operational limitations,
3. product sensitivity,
4. stock availability,
5. or safety concerns.

13. Modification of Policy

Groocy reserves the right to modify or update this Shipping & Delivery Policy at any time without prior notice.

Updated versions will be published on the Platform with revised dates.

Continued use of the Platform after updates constitutes acceptance of the revised Policy.

14. Contact Us

For questions or concerns regarding this Shipping & Delivery Policy, please contact:

Groocy Retails (OPC) Private Limited

Website: www.groocy.in

Email: support@groocy.in

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