1. Shipping & Delivery Policy

• Delivery Zones: We currently provide hyper-local grocery delivery services in designated zones across Baramulla, Sopore, Baramulla Town, and surrounding areas in Baramulla District, Jammu & Kashmir, India.
• Delivery SLA & Timelines: Displayed delivery timelines (e.g., 15-20 minutes) are operational estimates based on store proximity and traffic conditions. They do not constitute a guaranteed delivery deadline.
• Delivery Charges: Delivery fees are dynamically calculated based on order subtotal and distance. Free delivery eligibility criteria (e.g., orders above ₹500) are indicated at checkout.

2. Order Cancellation Policy

• Cancellation Window: You may cancel an order directly in the application as long as the order status remains in "Placed" or "Confirmed" status prior to store picking.
• Non-Cancellable Status: Once an order moves to "Picking" or "Out for Delivery", cancellations are no longer permitted as fresh items have already been packed and dispatched.
• Cancellation by Sonh Mart: We reserve the right to cancel an order due to product unavailablity, geofence errors, or unverified contact details. In such cases, full online payments are automatically refunded.

3. Refund Policy & Timelines

If an eligible return, order cancellation, or out-of-stock item adjustment occurs, refunds are credited as follows:

• Sonh Fresh Wallet Refunds: Refunded instantly (within 5 seconds) to your in-app Sonh Fresh Wallet upon confirmation.
• Online Payments (UPI, Cards, NetBanking): Refunded back to the original payment source within 5 to 7 business days as per banking network standards.
• Out-of-Stock Refunds: If an item in your order is unavailable during packing, its exact price is automatically refunded to your original online payment method or wallet.

4. Return & Replacement Conditions

Fresh perishable items (dairy, fruits, vegetables, bread) can be returned at the doorstep upon arrival if damaged, expired, or spoiled. Non-perishable items must be reported within 24 hours of delivery with photographic proof via customer support.

5. Grievance Redressal Officer