Effective Date: 28-09-2025
Last Updated: 30-09-2025
The Refund & Return Policy is from Phacolite Prolific Private Limited ("Kuicko", “Company,” “we,” “our,” or “us”) which values the trust you place in us when you use our mobile application, website, and services (collectively, the “Platform”).
This policy explains Kuicko’s approach to cancellations, returns, refunds, credits, and related remedies across multiple services — Food & Beverage, Grocery, Pharmacy, E-commerce, and Parcel Delivery (Intra-city & Intercity).
It also defines the respective responsibilities of Customers, Vendors/Sellers, and Delivery Partners, and how refund requests are handled fairly, transparently, and efficiently.
At Kuicko, each service is carefully designed and executed to provide a seamless and satisfying experience.
However, there might be instances where sellers or delivery partners are unable to fulfill an order due to:
Inventory shortages,
Quality issues,
Regulatory restrictions (especially for medicines), or
Unforeseen operational constraints.
In such cases, the seller may cancel your order, and you will be notified in advance to avoid any inconvenience.
If you made an online payment (not Cash on Delivery), you will receive your refund directly from the seller after the cancellation is confirmed — with or without a cancellation fee, depending on seller policy.
Please note:
All transactions, cancellations, returns, and refunds are directly between the buyer and the seller, facilitated through the Kuicko Platform.
Kuicko acts solely as a technology intermediary and is not responsible for damages or losses caused during transit or transportation.
For any such issues, customers must contact the seller directly.
If you are unable to contact the seller, you can reach out to our Support Team, who will assist you in connecting with the seller.
Customers can initiate refund or return requests through any of the following channels:
Open your order → Tap on “Help & Support”.
Attach photos, order ID, and a short description.
Send order details and evidence to info@kuicko.in.
Contact support via the in-app chat or customer helpline for urgent issues.
Complaint acknowledgement: 24–48 hours
Initial partner response: 3–7 business days
Complex parcel claims: Up to 30 days
Refund initiation (after resolution): 48–72 hours
Fund reflection:
Wallet Credit: Instant–72 hrs
UPI/Net Banking: 1–5 days
Card Refund: 5–14 days
COD Refund (bank): 3–10 days
Actual durations depend on banks/payment gateways.
Report issues within 24 hours.
Possible remedies: replacement, wallet credit, or partial/full refund.
Note: Food is perishable, so returns aren’t accepted.
Perishables: Report quality/spoilage within 24 hours (photo required).
Packaged goods: Report defects within 7 days; must be unused.
Refund issued after vendor verification.
Prescription meds: Non-returnable except if wrong/expired/contaminated.
OTC/Devices: Returnable within 7 days if unopened and unused.
Example: Wrong medicine per prescription → Full refund/replacement.
Return windows: 7–15 days (depends on category).
Hygiene/personal care items non-returnable.
Refund post quality check.
Manufacturer warranty claims handled as per OEM policy.
Lost parcel: Report within 72 hrs.
Damaged: Report within 48–72 hrs (with photos).
Compensation: Limited to declared/insured value.
User-Initiated:
Before prep/dispatch → full refund.
After dispatch → partial or no refund.
Food orders: non-refundable once cooking begins.
Partner/Platform-Initiated:
If cancelled by Meal Mover/partner → full refund or wallet credit.
COD Refusals: May attract return/redelivery fees.
Refunded amount = actual paid value (after discounts).
Vouchers may be reinstated based on terms.
Taxes refunded as per laws.
Delivery/Convenience Fees: May not be refunded if service already rendered.
Prefer refund to original payment method.
Wallet credit offered for faster resolution.
COD refunds go to verified bank/wallet accounts.
Third-party wallet timings vary.
Proof: Photos, order ID, timestamps, delivery partner info.
We may verify with partners/riders before approval.
Refunds can be withheld during investigations.
Fraudulent claims may lead to account suspension or legal action.
Non-refundable items (unless defective):
Prescription medicines
Intimate/hygiene products
Perishables after reporting window
Digital goods/open software
Refunds limited if restricted by regulation.
Replacement preferred over refund (for wrong/damaged items).
If customer error (wrong address), re-delivery fees may apply.
Subscription cancellations per plan terms.
Refunds may be pro-rated or non-refundable.
Refund records stored per legal requirements.
Refund invoices available in your app order history.
Step 1: In-app support
Step 2: Escalate via email
Step 3: Grievance Officer — info@kuicko.in
Step 4: External legal remedies (Consumer Forum/Court)
Contact: info@kuicko.in
Policy may be revised periodically. Updates shared via app/email. Continued use implies consent.
Q: Who is responsible for handling returns and refunds on Kuicko?
A: All returns, refunds, and cancellations are handled directly between you (the buyer) and the seller. Kuicko only provides the technology platform to connect both parties.
Q: What happens if the seller cannot fulfill my order?
A: If a seller faces issues such as inventory shortage, quality check failure, regulatory restrictions (for pharmacy items), or operational problems, they may cancel the order.
You will receive a notification immediately so you’re not left waiting unnecessarily.
Q: How will I get my refund if my prepaid order is cancelled?
A: If you paid online (UPI, card, wallet, etc.), your refund will be issued directly by the seller once they confirm the cancellation. Refunds may involve a cancellation fee depending on the seller’s policy.
Q: What should I do if the item I received is damaged or incorrect?
A: Contact the seller immediately using the contact details provided in your order section.
If you cannot reach them, Kuicko Support will help connect you to the seller but cannot issue refunds on their behalf.
Q: Why are returns not handled directly by Kuicko?
A: Because Kuicko is a technology platform, not the seller of items.
Each seller manages the quality, stock, and return process for their own products.
This ensures transparency and gives sellers control over their own orders.
Q: Can I request a return or refund through Kuicko Support?
A: You may request support only to help you reach the seller.
The return and refund approval itself must come directly from the seller according to their policy.
Kuicko aims to remain fair, transparent, and customer-focused while preventing misuse. Exceptional cases will be handled reasonably and in good faith.
