Refund & Cancellation Policy
Last updated: September 2026 • Transparent guidelines for customers & local merchants
Direct Merchant Fulfillment Model
Auroo India connects customers directly with independent local merchants, grocers, restaurants, and retail stores across India. All product inventory, pricing, delivery speed, and order preparation are managed directly by each independent store.
Order Cancellation Rules
Before Preparation / Dispatch:
Customers may request instant cancellation without charge by calling or messaging the merchant on their registered phone/WhatsApp number visible on the store header and order confirmation screen.
After Dispatch / Perishable Food:
For freshly cooked food or customized orders that have already been prepared or dispatched, cancellation is subject to the individual merchant’s approval.
Damaged, Incorrect, or Missing Items
If you receive an item that is damaged, defective, expired, or incorrect:
- Notify the store merchant immediately within 24 hours of delivery with a photo of the item.
- Merchants are required to offer an immediate replacement item or a direct refund (via UPI or cash) for the defective portion.
Refund Processing Timelines
Because settlements happen directly between buyer and seller:
Escalation & Platform Support
If a store merchant refuses to resolve a genuine quality defect or non-delivery issue, you can escalate the matter to Auroo India platform support at support@aurooindia.com. We review all store dispute reports and take punitive action (including temporary suspension or permanent removal) against non-compliant sellers.