Refund and Cancellation Policy

At Rapsap Essential Retail Pvt Ltd, customer satisfaction is our top priority. We understand that there may be situations where you wish to cancel an order or request a refund. This policy outlines the terms and conditions governing order cancellations and refunds.

1. Order Cancellation

1.2 Cancellation After Dispatch

Orders cannot be cancelled once dispatched from the store or warehouse. If the delivery has already been initiated, please refer to our refund guidelines for resolution.

1.3 Right to Cancel

Rapsap reserves the right to cancel any order due to unforeseen circumstances, including but not limited to:

• Stock unavailability
• Payment issues
• Address or delivery constraints
• Suspected fraud or misuse

In such cases, a full refund will be processed if payment has already been made.

2. Refund Eligibility

A refund will be processed in the following scenarios:

• You received a wrong item
• The product was damaged or expired at the time of delivery
• The item was not delivered but marked as delivered
• Product quality is compromised upon opening

To be eligible for a refund, you must:

• Raise a complaint via care@rapsap.com or through our app
• Attach clear photos or videos as proof
• Mention order number, issue, and delivery details

3. Refund Process

• For Prepaid Orders: Refunds will be processed to your original payment method (UPI, card, wallet, etc.) within 5–7 business days.
• For Cash on Delivery Orders: Refunds will be processed to your preferred bank account or UPI ID shared with our support team.

You will be notified via email/SMS once the refund is initiated.

4. Non-Refundable Items

The following items are not eligible for return/refund unless there is a genuine quality or delivery issue:

• Perishable goods (e.g. fruits, vegetables, dairy, frozen foods)
• Personal care and hygiene items
• Products used, tampered, or altered post-delivery
• Items purchased during flash sale or promotion (unless damaged or incorrect)

5. Exchange Policy

We currently do not offer exchanges. If you have received an incorrect or damaged item, please request a refund and place a new order if needed.