Thank you for shopping at Shops & Me.
The following terms are applicable for any products that You purchase with Us.
Interpretation and Definitions
Interpretation
The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
Definitions
For the purposes of this Return and Refund Policy:
- Application means the software program provided by the Company downloaded by You on any electronic device, named Shops & Me.
- Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Shops & Me.
- Service refers to the Application and any related services provided by Shops & Me.
- Vendor means a third-party shop, restaurant, tiffin centre or business that lists its products or food items on the Service.
- Goods refer to food items, groceries, snacks and other products offered for sale on the Service by Vendors.
- Orders mean a request by You to purchase Goods from a Vendor using the Service.
- You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Nature of Our Service – Delivery Platform Only
Shops & Me is a technology and delivery platform. We do not cook, manufacture or pack food ourselves. All food and grocery items are prepared and/or packed by independent Vendors. We facilitate ordering, payment and last-mile delivery between You and the Vendor, and we help coordinate issue resolution and refunds.
Food Orders & Perishable Goods
Most orders placed on Shops & Me are freshly prepared food or quickly perishable items. Because of this:
- Food items once delivered generally cannot be returned.
- Refunds or replacements for food orders are considered only in specific situations, such as:
- Wrong item delivered (for example, different dish than what you ordered).
- Completely spoiled or unsafe food at the time of delivery.
- Order not delivered but payment was successfully processed.
- Severe delay where the Vendor confirms that the food is no longer fit for consumption.
- In all such cases, Shops & Me will raise the complaint with the concerned Vendor. Final resolution (replacement, full refund, partial refund or credit) is based on Vendor confirmation, photographic evidence where required and our internal checks.
Taste preferences (too spicy, less spicy, etc.), expected portion size or minor variations in presentation are not treated as quality issues eligible for a refund.
Your Order Cancellation Rights
You may be able to cancel Your Order before the Vendor starts preparing or packing it. Cancellation cut-off time varies by Vendor and type of Goods.
- If the order is cancelled before preparation starts, You may receive a full refund of the order amount, including delivery charges.
- If preparation has already started, cancellation and refund are subject to Vendor approval. In many cases, only delivery charges or a partial amount may be refunded.
For certain non-perishable Goods, You are entitled to cancel Your Order within 1 day without giving any reason, provided the Goods have not yet been delivered or opened.
To request cancellation, You can contact Us by:
- Email: customercare@shopsandme.in
- Visiting this page on our website: https://shopsandme.com/contact-us
Conditions for Refunds
Subject to Vendor confirmation, a refund may be issued when:
- The order was paid for but not delivered.
- The wrong item or missing major items are confirmed at the time of delivery.
- The food is found to be spoiled or unsafe at the time of delivery and reported immediately.
- The order was cancelled in line with the cancellation rules mentioned above.
We may ask for clear photos or videos of the delivered items and packaging to investigate the issue with the Vendor. Refunds are processed using the same payment method used for the Order, wherever possible.
Non-Refundable Situations
Refunds will generally not be provided in the following cases:
- You changed your mind after the food was prepared or delivered.
- You provided an incorrect address, wrong contact number or were unavailable to receive the order.
- Delay due to traffic, rain, festival rush, strikes or other situations beyond reasonable control.
- Complaints based only on personal taste preference, spice level, quantity expectations or appearance.
- The food was consumed or partially consumed before raising the complaint.
Returns of Non-Food Goods
For non-perishable Goods (for example, certain packed grocery products), returns may be allowed where:
- The Goods were purchased in the last 1 day.
- The Goods are unused, unopened and in the original packaging.
The following Goods cannot be returned:
- Goods made to Your specifications or clearly personalized.
- Goods which by their nature are not suitable to be returned, deteriorate rapidly or are past expiry.
- Goods not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
- Goods which, after delivery, are inseparably mixed with other items.
We reserve the right to refuse returns of any merchandise that does not meet the above conditions in our sole discretion. Only regular priced Goods may be refunded. Goods sold under special discounts or promotions may not be eligible, except where required by applicable law.
Returning Non-Food Goods
You are responsible for the cost and risk of returning eligible non-food Goods to Us. You should send such Goods to:
Address: Shopsandme, 28-3-92/3/A/1, Caltex, Bellampalli, Telangana, India – 504251
We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us:
- By email: customercare@shopsandme.in
- By visiting this page on our website: https://shopsandme.com/contact-us