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How order cancellations, returns, and refunds work on Vilacom.
We follow the same return standard used across quick-commerce grocery platforms: report an issue within a short window of delivery, and we resolve it — refund, replacement, or partial credit — based on the case.
You ordered X, received Y. Report with a photo — we refund the full item amount or send the correct item, your choice.
Any item received damaged, spoiled, or past its expiry date is fully refunded once reported with a photo.
If an item you paid for is missing from the delivered package, that item's amount is refunded automatically.
Fresh produce, dairy, or meat that doesn't meet quality expectations can be reported for a replacement or refund after review.
Once an order is delivered correctly and in good condition, returns for "change of mind" are not accepted — same as standard grocery-delivery practice.
Issues must be reported within 24 hours of delivery via the app's "Help" section on that order.
| Payment Method | Refund Time |
|---|---|
| UPI | Instant to 24 hours |
| Credit / Debit Card | 5–7 business days (bank-dependent) |
| Net Banking | 3–5 business days |
| Vilacom Wallet Credit | Instant |
| Cash on Delivery orders | Refunded to bank account / UPI provided by you, within 5–7 business days |
All refunds are processed through our payment partner, Cashfree, back to the original payment method (or bank account/UPI for COD orders).
If your entire order is cancelled or fails to be delivered due to a fault on our end, the delivery charge (₹0 in the main city / ₹45 in side-city areas) is refunded along with the order value. Delivery charges are non-refundable for successfully delivered orders, including partial-item returns.