We want every LOKL order to be a great experience. If something goes wrong, here is how we handle it.
1. Order cancellation by customer
- You may cancel a pending order before the shop accepts it, free of charge.
- Once the shop has accepted your order, cancellation is at the shop's discretion. Contact us on WhatsApp immediately.
- Orders already picked up by the rider cannot be cancelled.
2. Order cancellation by LOKL / partner
- If a shop rejects your order (item out of stock, shop closing, etc.) you will receive a full refund if payment was made online.
- If LOKL cannot assign a rider, we will cancel and refund you in full.
3. Refunds for online payments (PhonePe / UPI)
- Approved refunds are processed within 5–7 business days to your original payment method.
- For UPI payments, refunds are typically credited within 24–48 hours once processed.
- LOKL will initiate the refund within 1 business day of confirming eligibility.
4. Refunds for Cash on Delivery (COD)
COD refunds are issued as LOKL Credits to your account wallet, usable on your next order. Cash refunds are not possible for COD orders once delivered.
5. Wrong or missing items
- If you receive a wrong item, contact us within 2 hours of delivery with a photo.
- If items are missing from your order, contact us within 2 hours of delivery.
- We will arrange a replacement delivery or issue a refund, at our discretion.
6. Damaged or expired items
If you receive a damaged or expired product, contact us within 2 hours with photographic evidence. We will issue a full refund or replacement for the affected items.
7. Returns
Due to the perishable and hyperlocal nature of most products (groceries, food, medicines), we do not accept returns once items are delivered unless the item is damaged, expired, or incorrect. Non-perishable items (stationery, household goods) may be returned if they are unopened and in original condition — contact us within 24 hours of delivery.
8. How to reach us
WhatsApp: +91 97671 89662 · Email: imlokl.app@gmail.com. Please include your order number when contacting us.