Return & Exchange Policy

At EZTrolley, we are committed to delivering the highest quality fresh produce, grocery, and HORECA supplies to your kitchen. We understand that perishable products and bulk B2B orders come with unique quality requirements, and we take full responsibility for any shortfall in our service.

This Return & Exchange Policy applies to all orders placed through the EZTrolley platform (website or app) by registered business customers. By placing an order, you acknowledge and agree to the terms outlined in this policy.

Because the majority of our products are fresh, perishable goods, our return window and conditions differ from those of a standard e-commerce retail policy. We encourage customers to inspect all deliveries at the time of receipt and report any issues promptly.

A return or exchange request will be accepted under the following circumstances:

• 🍅

  Wrong product delivered

  You received a product different from what was ordered (wrong item, variant, or brand).

• ⚖️

  Short quantity or weight

  The delivered quantity or weight is significantly less than what was invoiced and ordered.

• 🔴

  Damaged or spoiled on arrival

  Products arrive visibly damaged, bruised, rotten, or unfit for use — and this is reported at the time of delivery.

• 🧊

  Cold chain failure

  Frozen or refrigerated products arrive at incorrect temperatures, compromising their safety or quality.

• 📦

  Packaging damage

  Products arrive with severely damaged packaging that has compromised the product inside.

The following items are not eligible for return or exchange under any circumstances:

Follow these steps to initiate a return or exchange:

For eligible cases involving a wrong product or damaged item, EZTrolley will arrange an exchange — delivery of the correct or replacement product — at no extra charge, subject to stock availability.

Exchange deliveries for perishable products will be scheduled for the next available delivery slot to your location. For non-perishable items, an exchange may be arranged within 2–3 business days.

If the requested product is not available for exchange, we will issue a full account credit equivalent to the value of the affected item(s) including applicable GST.

As a B2B procurement platform, EZTrolley primarily resolves eligible claims through account credit or product replacement rather than cash refunds. Account credits are applied to your EZTrolley wallet and can be used against any future order.

Cash refunds to the original payment method may be considered in the following exceptional circumstances:

• ✓An order was cancelled by EZTrolley before dispatch due to unavailability.
• ✓A duplicate payment was charged for the same order.
• ✓A technical error resulted in an incorrect amount being charged.
• ✓The customer's account is being closed and an outstanding credit balance exists.

We source our products directly from verified farmers, producers, and brand partners and maintain strict cold chain and hygiene standards throughout our supply chain. Every batch is inspected at our distribution centres before dispatch.

In the rare event that you receive a product that falls below the quality standards promised, our customer success team is empowered to resolve the issue swiftly — no lengthy back-and-forth, no bureaucracy. We aim to resolve all valid claims within 24 business hours of your report.

Our customer success team is available Monday to Saturday, 8 AM to 8 PM IST. For urgent delivery-day issues, WhatsApp is the fastest channel.