Return & Refund Policy

At Anugraha, customer satisfaction is important to us. We strive to provide quality products and a smooth shopping experience. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Eligibility for Returns

Products may be eligible for return or replacement if:

• The item delivered is damaged, defective, or expired.
• The wrong product was delivered.
• The product is missing items or accessories.
• The product quality does not match the description provided on the Platform.

To be eligible for a return, the product must:

• Be returned within the applicable return period.
• Be unused and in its original packaging.
• Include all tags, labels, invoices, and accessories, where applicable.

2. Non-Returnable Items

The following products are generally not eligible for return or refund unless delivered damaged or defective:

• Fresh fruits and vegetables.
• Dairy products and frozen foods.
• Meat and seafood products.
• Ready-to-eat food items.
• Opened packaged food products.
• Personal care and hygiene products.
• Baby care products with opened seals.
• Products marked as “Non-Returnable” on the product page.

3. Return Request Process

To request a return or replacement:

1. Log in to your Anugraha account.
2. Navigate to your order history.
3. Select the relevant order and product.
4. Submit a return or replacement request with the reason and supporting images (if required).

Alternatively, customers may contact our customer support team for assistance.

4. Return Approval

All return requests are subject to verification and approval by Anugraha.

We reserve the right to reject return requests if:

• The product has been used, damaged by the customer, or is not in its original condition.
• The request is made outside the eligible return period.
• The return does not meet the conditions specified in this policy.

5. Refund Policy

Once a returned product is received and inspected:

• Approved refunds will be processed to the original payment method.
• Cash on Delivery (COD) refunds may be processed through bank transfer or store credit.
• Refund processing times may vary depending on the payment provider or banking institution.

6. Replacement Policy

Where applicable, eligible products may be replaced instead of refunded.

Replacement requests are subject to:

• Product availability.
• Verification of the issue reported.
• Compliance with return eligibility requirements.

7. Cancellation Policy

Orders may be cancelled before they are processed for shipment.

Once an order has been dispatched, cancellation may not be possible. In such cases, customers may follow the return process if the product is eligible.

8. Damaged or Incorrect Products

If you receive a damaged, defective, expired, or incorrect product, please report the issue within 24 hours of delivery along with clear photographs of the product and packaging.

Our support team will review the request and provide an appropriate resolution.

9. Refund Processing Time

After approval:

• Online payment refunds are typically processed within 5–10 business days.
• Bank transfer refunds may take additional processing time depending on the financial institution.

10. Changes to This Policy

Anugraha reserves the right to modify this Return & Refund Policy at any time. Updates will be posted on this page with the revised effective date.

11. Contact Us

For questions regarding returns, replacements, or refunds, please contact our customer support team through the contact information provided on our Platform.