Refund & Cancellation Policy

Last updated: May 2026

Any capitalised terms used but not defined herein shall have the meaning assigned to them under the Terms of Use which govern your use of our website ourcity.co.in (the “Website”) and our ‘OurCity’ application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform”.

A. Customer Cancellation

As a general rule, a Customer shall not be entitled to cancel an Order once placed.

If a Customer cancels his/her Order after placing it, OurCity shall have a right to charge up to 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by OurCity, with a right to either not to refund the Order value in case the Customer’s Order is prepaid, or recover from the Customer’s subsequent Order(s) in case his/her Order is postpaid, to compensate the Stores and Delivery Partners.

B. Non-Customer Cancellation

OurCity reserves the right to collect a penalty for Orders constrained to be cancelled by OurCity for reasons not attributable to OurCity, including but not limited to:

In the event the address provided by the Customer is either wrong or falls outside the delivery zone;
Failure to contact the Customer by phone or the app at the time of delivering the Order;
Failure to deliver the Customer’s Order due to lack of information, direction or authorisation from the Customer at the time of delivery.

Unavailability of all items ordered by the Customer at the time of booking the Order. However, in the unlikely event of an item in an Order being unavailable, OurCity will contact the Customer on the phone number provided at the time of placing the Order and inform the Customer of such unavailability. In such an event the Customer will be entitled to cancel the entire Order and shall be entitled to a refund of up to 100% of the Order value.

In case of cancellations for reasons attributable to OurCity or the Store or Delivery Partner, OurCity shall not collect any penalty from the Customer.

C. Refunds

The Customer may be entitled to a refund for prepaid Orders. OurCity retains the right to retain the penalty payable by the Customer in Section B from the amount refundable to him/her. The Customer shall also be entitled to a refund of proportionate value in the event packaging of an item in an Order, or the complete Order, is either tampered or damaged and the Customer refuses to accept at the time of delivery for the said reason.
The Customer may be entitled to a refund of up to 100% of the Order value if the Delivery Partner fails to deliver the Order due to a cause attributable to either the Delivery Partner or OurCity; however, such refunds will be assessed on a case-to-case basis by OurCity.
Our decision on refunds shall be final and binding.
No replacement / refund / or any other resolution will be provided without the Store’s permission.
All refund amounts shall be credited to the Customer’s account as per the payment mechanism of the Customer’s choice. The estimated timelines are detailed below:

Process	Payment Method	Refund Source	Estimated Time
Order Edit / Cancellation / Compensation / Payment Failure	Net Banking	Source	5–7 Business Days
	Debit / Credit Cards	Source	5–7 Business Days
	UPI (PhonePe / GPay / BHIM)	Source	5–7 Business Days
	PhonePe Wallet	Source	5–7 Business Days
	Paytm Wallet	Source	2 Hours
	OurCity Wallet	OurCity Wallet	Instant
	Cash on Delivery	N/A	N/A

In case of payment at the time of delivery, the Customer will not be required to pay for:

Orders where packaging is either tampered or damaged at the time of delivery;
Wrong Order being delivered; or
Items missing from the Customer’s Order at the time of delivery.

Provided the same is communicated to Customer Support through the Platform before the Order is marked as delivered.

D. How to Request a Refund

To raise a refund or cancellation request, please:

Go to My Orders in the OurCity app.
Select the relevant order and tap “Help” or “Report an Issue”.
Select the issue type and submit your request.
Our Customer Support team will respond within 24–48 hours.

Alternatively, you can reach us at:

Email: pendkarajaykumar@gmail.com
Phone: 9100210026

E. Important Notes

Note 1: The Customer shall verify his/her Order and the products before accepting delivery. Any issue with respect to the product or Order shall be notified immediately, and any cancellation or refund request must be placed before accepting delivery. Once the delivery is accepted, the Customer cannot cancel the Order and/or claim a refund.

Note 2: In case of a complaint regarding any product, the liability shall solely lie with the Store selling the product. OurCity is merely facilitating the transactions between the Store and the Customer and therefore, OurCity shall assume no liability with respect to the products sold by the Store. OurCity strictly discourages dealing of any spurious product on its Platform and shall reserve the right to report such incidents to the concerned authorities for applicable legal actions.

F. Changes to This Policy

OurCity reserves the right to modify this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting to the Platform. We encourage you to review this policy periodically.