Refund & Cancellation

Last updated: September 2026

This policy explains how cancellations, refunds, and returns work for orders placed through Roket in India. Every order is fulfilled by the partner store you ordered from, and that store resolves any problem with the goods.

1. Payment Methods

Roket supports Cash on Delivery, and online payment (UPI, cards and netbanking) where the partner store has it enabled. Online payments are processed by our payment partner, Razorpay. Roket does not store your card, UPI or bank details.

2. Cancelling an Order

Orders are cancelled by the partner store, not from the app. If you need to cancel, call or message the store from the Help screen as soon as possible — whether they can cancel depends on how far along the order is. If your order was paid online and is cancelled, the full amount is refunded.

3. Cancellation by the Store

The partner store may cancel an order if an item is unavailable, the address is outside its delivery area, or other operational issues arise. You will be notified in the app. Nothing is due on a cancelled Cash on Delivery order, and an online payment is refunded in full.

4. Wrong, Missing or Damaged Items

If an item is wrong, missing or damaged, contact the partner store from the Help screen within 24 hours of delivery. The store can remove the affected items from your order and return their value to you, or return part of the amount. You are not charged for anything removed, and the rest of the order stands. Removed items and any amount returned appear on your order in the app.

5. How Refunds Are Paid

For orders paid online, refunds go back to the payment method you used — the same UPI ID, card or bank account. Once the store approves it, the money typically reaches you within 5–7 working days, depending on your bank. For Cash on Delivery orders, the store returns the amount to you directly, in cash or as agreed with them.

6. Partial Refunds

Refunds do not have to cover a whole order. If only part of what you ordered was wrong or unavailable, only that value is returned and you keep the rest. This can happen more than once on the same order, up to the amount you paid.

7. Perishable Goods

Perishable items (fresh produce, dairy, and similar) cannot be returned once accepted at delivery. If an item is visibly spoiled or expired when handed over, refuse it at the doorstep and tell the store straight away.

8. Returns and Pickups

Roket does not run a pickup-based returns service. Problems are settled with the partner store — usually by returning the value of the affected items, or by replacing them on a later delivery, as agreed with the store.

9. Contact

For anything about an order — cancellation, a refund, or a wrong item — contact the partner store through the Help screen; they handle it directly. If a matter remains unresolved, write to Roket at anshuljainaj97@gmail.com.