Return & Refund Policy

Open-Box Delivery

Belzo eMart provides an open-box delivery process. Customers should inspect the products before accepting the order.

Issues Eligible for Immediate Rejection/Cancellation

The following issues should be reported immediately during open-box delivery: wrong product, missing item, damaged product, leaking product, expired product, near-expiry product, broken packaging, quantity mismatch, or different size/variant.

Immediate Resolution

Where an eligible issue is identified during delivery inspection and accepted by the delivery personnel as an order issue, the affected order may be cancelled/rejected at the time of delivery.

Prepaid Orders

For a qualifying prepaid order that is rejected/cancelled at delivery because of an eligible issue, Belzo eMart will initiate the applicable refund on the same day. The actual credit to the customer's bank account, card or payment instrument may depend on the payment gateway, bank or payment service provider.

Cash on Delivery

For Cash on Delivery orders, no payment refund is due when the order is rejected before payment is collected.

No Change-of-Mind Returns

Products are generally not returnable after delivery has been accepted merely because the customer changed their mind, ordered the wrong product, no longer needs the product or does not like the product, subject to rights that cannot legally be excluded.

Food, Grocery & Consumable Products

For food, grocery, dairy, frozen, personal-care, baby-care and other consumable or hygiene-sensitive products, customers should inspect the products at delivery. Once accepted, these products are generally not eligible for ordinary returns, subject to applicable law and genuine product issues.

Evidence & Verification

Belzo eMart may request photographs, videos, order information or other reasonable evidence when reviewing an issue reported after delivery or where verification is legally or operationally necessary.

Refund Method

Where possible, refunds for prepaid orders will be processed to the original payment method through the applicable payment gateway. Refund completion time after initiation depends on the payment provider or bank.

Statutory Rights

Nothing in this policy is intended to exclude or restrict any consumer right, remedy or statutory protection that cannot lawfully be excluded under applicable law.