This Policy outlines the terms and conditions of Pricing, Replacement and Refund associated with the purchase made by you (hereinafter referred to as “customer”) from Kirana Stores using Flocco. This electronic record is generated by a computer system and does not require any physical or digital signatures. By making a purchase or ordering of grocery products/items from Kirana Stores by using Flocco, you are consenting to be bound by this User Agreement.

Please ensure that you read and understand all the provisions of this document before you make a purchase or order using Flocco, as your purchase of grocery products/items from Local Kirana Stores shall be bound by all the terms and conditions herein of this electronic contract along with Terms of Use, Terms and Conditions and Privacy Policy and other applicable policies of Flocco.

If this document is not in a language that you understand, you shall contact Flocco at the email info@flocco.co. Failure to do so within 24 (Twenty-Four) hours from the time of accessing of this document shall be considered as your understanding of this document.

Our Commitment: We hope you are happy with your purchase. However, if you are not satisfied with your purchase of grocery products/items for any reason, you may return it to the Kirana Store whereby you have purchased as per the terms and conditions of this Policy, we at Flocco are committed to protect your rights and help you.

We are committed to providing our customers with the highest quality services of ordering grocery products from Local Kirana Stores through Flocco. However, on rare occasions, Products may be found to be faulty or deficient. In such cases, we shall help customers to return and get replacement or refund facilities in accordance with this “Pricing and Refund Policy”.

Please read this Policy before making a purchase on our website, so that you understand your rights as well as what you can expect from Flocco and Local Kirana Stores registered with us, if you are not happy with your purchase.

Please see below for more information on our pricing and refund policy.

1. General

1.1. Flocco is owned and operated by FLOCCO IN PVT. LTD. having its registered office at 948, Level, 3, 12th Main Rd, HAL 2nd Stage, Appareddipalya, Indiranagar, Bengaluru, Karnataka 560008.

1.2. By making a purchase of Local Kirana Store’s products, you understand and agree to accept and adhere to the terms and conditions as stated in this Pricing and Refund Policy as well as Terms of Use and Terms and Conditions Policy for Customers.

1.3. We reserve the right to change this User Agreement from time to time without notice. You acknowledge and agree that it is your responsibility to review this User Agreement periodically to familiarize yourself with any modifications. Your continued use of Flocco after such modifications will constitute acknowledgment and agreement of the modified terms and conditions.

2. Cancellation at Store’s end

2.1. In case your order for a product rejected or cancelled after placing the order and getting order confirmation for any reason, including errors or omissions in the information you provide and even after payment has been processed, Local Kirana Store will issue a refund to you in the amount of the Purchase price after deducting convenience fee/platform fee on standard rate, Flocco will help you in the initiation of your refund or replacement process as per the terms and conditions of this Policy.

3. Determination of Pricing

3.1. Listing and the Pricing of the grocery products at Flocco by the Local Kirana Store are done in the line of FMCG (Fast-moving consumer goods) norms, Local Kirana Store have listed their grocery products by selecting integrated FMCG Code designed for a product.

3.2. The Local Kirana Stores have determined and marked the price of the listed products accordingly to the FMCG norms and market standards, pricing of any listed product is not more than the MRP (Maximum Retail Price) of that product.

4. Returning of a Product

4.1. It is expected from you that all returns of Grocery Products ordered from a Local Kirana Store must be postmarked within Twenty-Four [24] hours of getting delivery.

4.2. To be eligible for a return, your returned item must be in new and unused condition, with all original tags and labels attached, if there are any. Additionally, your item needs to have the receipt/invoice or proof of purchase sent with the order.

4.3. If you are returning a product for replacement or refund, neither Flocco nor Kirana Store accept the liability for packages damaged during the return transit if it being sent by you at your own. It is the customer’s responsibility to pack the product properly to prevent any damage during the return transit.

4.4. Upon receiving your return or replacement request, Kirana Store shall verify the request and if found genuine, it will arrange a pick-up of the products through an assigned Bike Rider/Delivery Partner, it is completely at the discretion of the Kirana Store whereby you have purchased whether to accept or entertain such requests, Flocco has no role in it.

4.5. The product returned for replacement or refund must accompany all accessories (including freebies with a product, if any) which were delivered along with the product or else the Kirana Store shall be entitled to recover the cost of the accessories from the refund amount or may refuse to entertain your request of replacement or refund.

5. Return Process

5.1. To return or replace a product, please contact Local Kirana Store whereby you have ordered your grocery products using Flocco, additionally you may email our customer service at info@flocco.co.

5.2. After approving return or replacement request from Local Kirana Store, place the item(s) securely in its original packaging and (include your proof of purchase/the return form provided/other), and return it to the Bike Rider/Delivery Partner assigned for the return or replacement pickup, if so.

5.3. You may also return or replace your purchased product by directly visiting your Local Kirana Store whereby you have made purchase by handing over the product that you want to return, Kirana Store after verifying your return request may further approve or reject your return request, it is on the sole discretion of the Kirana Store to entertain your return request or not.

5.4. Please note, you can only return or replace a defective or damaged product received by you through the purchase, no return or replacement request shall be entertained if the products do not meet Local Kirana Store’s return or replacement criteria whereby you made purchase.

5.5. If you have any questions or comments about Pricing & Refund Policy as outlined above, you can contact Flocco on the below given contact information in the “Contact Us” section of this policy.

6. Replacement of the Products

6.1. Replacement can be made if the customer establishes that the product was delivered in defective condition or has physical damage within 24 hours of receipt of the product from the Kirana Store.

6.2. Kirana Store will organize a replacement of the damaged product with an equivalent product, or provide a refund, provided that you contact with Kirana Store within 24 hours of the receipt of the product.

6.3. Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.

7. Initiation of Refunds

7.1. After receiving your return and inspecting the condition of your item, Local Kirana Store whereby you made purchased, will process your [return] or [replacement]. Please allow at least Seven [7] days to Kirana Store from the receipt of your item to process your [return] or [replacement].

7.2. Refunds may take 1-2 billing cycles to appear on your credit card, debit card or bank statement, depending on your credit, debit card company or bank. We will notify you by email when your return has been processed.

7.3. Kirana Store will not process a return if you have placed the order for the wrong product model, colour, or incorrect product or service.

7.4. The Product will be eligible for replacement only if the same product/ model/ article is available in stock. In case the same product/ model/ article is out of stock, no refund shall be provided.

7.5. Please be informed that the products purchased using the Cash on Delivery option will be refunded to the bank account with the details provided by you to the Kirana Store.

8. Convenience Fee or Platform Fee

8.1. Flocco provide all support to return requests. However, you shall be solely responsible to bear Convenience Fee or Platform Fee costs for returning a product or any items that you purchased. Convenience Fee or Platform Fee are non-refundable as these charges are charged by the Payment Gateway or Payment Facilitator Platforms integrated with Flocco.

8.2. If the you are returning a product, the risk of loss of the products lies with you only until handing over the products to the assigned Bike Rider/Delivery Partner.

8.3. If you receive a refund, the cost of the Convenience Fee or Platform Fee will be deducted from your refund amount if your purchase was made through online payment by using Debit Card, Credit Card or UPI or Net Banking payment method.

9. Exceptions for Return

9.1. The following items or products cannot be [returned] or [replaced]:

9.1.1. Dairy Products;

9.1.2. Any Perishable goods such as Vegetables, Fruits, Flowers, Milk or Beverages drinks;

9.1.3. Products sold during sale, offer;

9.1.4. Refrigerated items such as Butter, Cheese, Dahi, etc;

9.1.5. Seasonal and Festive items such as Decoration, Gift Packs, etc.

9.2. Please Note: Notwithstanding the other provisions of this Policy, we may refuse to provide replacement, or refund for a product you purchased if:

9.2.1. The product purchased is an item offered during sale or as a promotional item. (i.e. Discounts, Giveaways etc.)

9.2.2. If the Product has been used.

9.2.3. If you used the Product in a way which is not authorized and lawfully incorrect.

9.2.4. If you knew or were made aware of the problem(s) with the Product before you purchased it.

9.2.5. If the Product is attempted to return after the return window is closed or the Refund period expires.

9.2.6. Any other exceptions apply under the Consumer Protection Act, 2019.

10. Response Time for Refund

10.1. A refund is normally processed within 7 Business Days after the completion of quality checks of the product returned.

10.2. Refunds are normally processed within 7 Business Days after checking the veracity of the refund request.

10.3. The period of refund may also depend on various banking and payment channels, and we will not be liable for any errors or delay in a refund due to banks or third-party service providers.

11. Cancellation of Return Request

11.1. A return or refund request of any Product offered by A Local Kirana Store by using Flocco’s digital platform can be cancelled by contacting customer care at [Phone No. of Grievance Officer/HR] or by writing mail to us at: info@flocco.co and/or can be cancelled by contacting directly to Kirana Store.

12. Refusal of Return or Refund Request

12.1. We as well as Local Kirana Store whereby you made a purchase reserve the right to refuse or cancel any return or refund request if such a request is not in compliance with this Policy or Applicable laws.

13. Contact Information

13.1. If you have any questions or comments about Pricing & Refund Policy as outlined above, you can contact us at:

Flocco

A digital property of FLOCCO IN PVT. LTD.

948, Level, 3, 12th Main Rd, HAL 2nd Stage, Appareddipalya, Indiranagar, Bengaluru, Karnataka 560008

[Name of the Grievance Officer/HR]

Phone: [Phone No. of Grievance Officer/HR]

Email: info@flocco.co

Last updated on Tuesday, 02 April 2024

Place: Bangalore, Karnataka