Refund policy

Refund & Return Policy – Desikart

DesiKart fully complies with the Australian Consumer Law, ensuring that your rights as a consumer are always protected. We want every order to be exactly what you hoped for — and when something isn't right, we're here to make it easy.

We double-check all items during packing to ensure your order is correct and has optimal best-before dates. However, we understand that sometimes things don't go as planned.

 

1. Change of Mind — Before Your Order is Delivered

You can cancel or modify your entire order anytime before it has been picked and packed for delivery. Simply email us with your order number and we'll take care of it.

• Before picking/packing: Free cancellation — 100% refund.

 

2. Change of Mind — After Your Order is Delivered

If you've received your non-perishable groceries and realised you no longer want them or picked up the wrong item, we're happy to help!

• Timeframe: Simply notify us and return the product within 14 days of receiving your delivery.
• Condition: Products must be unopened, in their original packaging, undamaged, and in a fully resalable condition.
• Perishable Items: For health and food safety reasons, we're unable to accept change-of-mind returns on perishable goods (such as fresh fruits, vegetables, paneer, yogurt, milk, frozen curries, parathas, sweets, or bakery items) once the delivery driver has departed.

How to Return:
Simply post the products back to our warehouse. Please note that return postage costs for change-of-mind returns are the responsibility of the customer.

Refund Method:
Once our team inspects the returned items and confirms they are in original condition, we'll issue a store credit or a refund to your original payment method — your choice.

 

3. Damaged, Faulty, or Incorrect Items (Local Metro Delivery)

Our local delivery drivers take great care with every order. When your order arrives, our drivers are happy to wait a moment while you verify your items.

If you receive a product that is damaged, faulty, leaking, past its best-before date, or incorrect:

• On Delivery: Simply hand the item back to the driver and we'll issue a full refund, replacement, or store credit right away.
• After Delivery: Contact us within 24 hours with your order number, clear photos of the affected item(s), and a short description of the issue.

For genuine faults or picking errors on our part, we'll arrange a replacement or refund at no extra cost to you.

 

4. Special Conditions for Frozen & Refrigerated Goods

To make sure your chilled and frozen items arrive in perfect condition, we pack them in specialised cold-chain thermal bags or iceboxes.

• Attendance on Delivery: We strongly recommend someone is home to receive chilled or frozen deliveries. DesiKart is not responsible for spoilage of perishable items left unattended after delivery.
• Redeliveries: If a delivery attempt fails because no one is home and the order is returned to our warehouse, a redelivery fee of $10 applies. Please note that for food safety reasons, frozen or refrigerated items from a failed delivery cannot be re-sent and will need to be repurchased.

 

5. Interstate Shipping & Courier Deliveries

We ship non-perishable Indian groceries Australia-wide via courier partners. As we cannot directly control transit conditions once a package leaves our facility, the following applies to all interstate orders:

• Transit Damage & Leakages: We're unable to ship physical replacements for fragile or liquid items (such as glass jars of pickles, ghee bottles, oils, or canned goods) that leak or break in transit. If a product arrives damaged, simply send clear photos to within 24 hours of delivery and we'll assess and issue a refund or store credit for the affected item.
• Transit Risk: Minor oiliness, residue on lids, or small cosmetic dents on tins can occur due to temperature fluctuations and courier handling. These do not affect product quality and are accepted risks when ordering liquid or canned goods interstate.

6. Non-Grocery & General Merchandise

For all other products sold on DesiKart — including homewares, cookware, pressure cookers, religious items, clothing, furniture, and lifestyle products — the following applies:

• Change of Mind: You may return unused, unopened items in their original packaging within 14 days of delivery. Return postage is the customer's responsibility.
• Faulty or Damaged: Contact us within 48 hours of delivery with your order number and clear photos. We'll arrange a refund, replacement, or store credit at no cost to you.
• Exceptions: Items that are personalised, made to order, or marked as final sale cannot be returned unless faulty.

 

7. Australian Consumer Law

DesiKart fully complies with the Australian Consumer Law, ensuring your rights are always protected.

• You are entitled to a refund or replacement for any product that is faulty, unsafe, or significantly different from its description.
• You are entitled to compensation for any reasonably foreseeable loss caused by a faulty product.
• If you believe a product has a major failure, contact us immediately and we will resolve it promptly.

8. Contact Us

Please have your order number ready when you get in touch — it helps us sort things out quickly for you. Please contact us via email contact@desikart.com.au