Policies
Refund & Cancellation Policy
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When you can cancel an order or a repeat delivery, what happens when a shop cancels or an item arrives damaged, and how refunds are paid.
1. At a glance
Payment on Synckube is currently collected when an order is delivered, so in most cases a cancelled order simply means there is nothing to pay. Refunds matter when you have already paid: for delivered items with a problem, or for anything paid in advance.
| What happened | What you can do | What you pay or get back |
|---|---|---|
| You change your mind before the shop has packed the order | Cancel it from the order screen | Nothing to pay. If you paid in advance, a full refund |
| The shop declines or cancels your order | Nothing; you are notified | Nothing to pay. If you paid in advance, a full refund |
| An item is missing, wrong, damaged or past its expiry date | Report it on the day of delivery | A replacement or a refund for the affected items |
| You no longer want a repeat delivery | Pause or cancel it in My subscriptions | Future deliveries stop. Any unused amount paid in advance is refunded |
| The order could not be delivered | See section 4 | Depends on the reason |
2. Cancelling an order
You can cancel an order from its screen in the Synckube app while it has been placed or accepted but not yet packed. Once the shop has packed it or handed it to a delivery partner, it can no longer be cancelled in the app. If you still need help, contact support straight away; we will do what we can, but perishable goods that have already been packed or picked up usually cannot be taken back.
3. When a shop cancels
A shop may decline or cancel an order before it is packed, for example if an item is out of stock or the shop has to close. You receive a notification, you are not charged, and anything you paid in advance for that order is refunded in full.
4. When an order cannot be delivered
- Because of us, the shop or the delivery partner (for example, no delivery partner was available): you pay nothing, and any advance payment is refunded in full.
- Because the address was wrong or incomplete, nobody was available to receive the order, or it was refused: the delivery partner will try to contact you first. If the order still cannot be delivered, it may be cancelled. We may limit pay on delivery for accounts that repeatedly refuse orders.
5. Problems with delivered items
Please check your order when it arrives. If an item is missing, wrong, damaged, leaking or past its expiry date:
- Report it on the day of delivery by writing to support@synckube.com.
- Include your order ID (it starts with ORD), the affected items and, where you can, photos.
- We check with the shop and offer a replacement or a refund for the affected items.
Returns
Perishable, consumable and hygiene products, such as milk, bread, fruit, vegetables, cooked food and personal care items, cannot be returned because you changed your mind. For other products, whether the shop accepts a change-of-mind return is up to the shop; please ask it before buying.
6. Repeat deliveries
- You can pause or cancel a repeat delivery at any time from My subscriptions in the app.
- Pausing or cancelling stops future deliveries. A delivery already packed or on its way when you cancel may still arrive, and is payable.
- If you have paid in advance for deliveries that will no longer be made, the unused amount is refunded.
7. How refunds are paid
- Refunds of online payments go back to the original payment method.
- Refunds of money paid in cash on delivery are paid to a bank account or UPI ID in your name that you give us.
- We start an approved refund as soon as it is approved and tell you when it has been sent. Your bank or payment provider may take a few extra days to show the amount.
8. Shop plans
A shop plan gives access to shop features for a set period. Fees for a plan period that has started are not refundable, except where you were charged by mistake, charged twice, or could not use the plan because of a fault on our side, in which case we refund the affected amount. This does not affect any right you have under the law.
9. Help and complaints
For cancellations and refunds, write to support@synckube.com with your order ID. If you are not satisfied with the outcome, contact our Grievance Officer. Complaints are acknowledged within 24 hours and resolved within 15 days.