Last Updated: DD/MM/YYYY
Thank you for shopping with Lelofy. We aim to provide high-quality groceries and fast delivery. This Refund & Cancellation Policy is designed to be fair to customers while protecting our delivery partners and business.
Orders can be cancelled before they are packed or assigned to a delivery partner.
Once an order is packed / picked up / in transit, cancellation is not possible.
If a customer is unreachable / incorrect address provided / refuses delivery, the order will be cancelled without refund.
Refunds are applicable only for:
Damaged / spoiled products
Missing products
Incorrect product delivered
📌 The customer must report the issue within 2 hours of delivery.
📌 Proof Required:
Photo of the product
Packaging photo
Video if requested by customer support
Depending on availability and the situation, Lelofy may offer:
A replacement of the affected item OR
A refund for the billed value of that item only
Refunds are not issued when:
The product is consumed / used
The product is thrown away without proof
The customer changed their mind or no longer wants the item
Refunds cannot be issued for:
Taste, preference, or expectation issues
Weight variations due to trimming/cleaning (meat/fish/vegetables)
Minor variation in size/shape/color of fresh items
Orders delivered late due to weather/traffic/festival rush
Spoilage caused due to late pickup from doorstep or delayed refrigeration
If your refund request is approved, it will be processed:
Within 3–7 working days
To the original payment method (or wallet if applicable)
No cash refunds will be issued.
To ensure fairness to all customers:
Multiple refund complaints without proof may lead to rejection of claims
Repeated refund misuse / fake complaints may result in temporary or permanent account ban
Lelofy investigates all refund requests to maintain fairness.
If a customer misbehaves, abuses, or harasses a delivery partner:
The ongoing order may be cancelled without refund
The account may be restricted/banned immediately
While refunds are controlled to prevent misuse, Lelofy will:
Review every complaint seriously
Resolve genuine issues responsibly
Try to offer the best experience possible
Our first priority is trust.
Refund/issue requests must be submitted through customer support only:
📧 Email: support@lelofy.com
📞 Phone: 8919702207
Issues reported through delivery partners or social media cannot be processed.
By placing an order on Lelofy, you confirm that you understand and agree to this Refund & Cancellation Policy.
