At Eatloco, we deliver farm-fresh produce, fruits, hydroponic vegetables, and chemical and pesticide free vegetables and staples, directly to your door across Gurgaon and the Delhi NCR. Because we deal in perishable goods, our shipping and returns policy is designed to be clear, fair, and practical.
1. Delivery Coverage
- We currently deliver across Gurgaon (Gurugram) and select PIN codes in Delhi NCR
- To check whether your PIN code is serviceable, please enter your address at checkout or contact us at orders@eatloco.in
- We do not currently ship outside our serviceable zones; we are actively expanding and will update this list as new areas go live
2. Delivery Schedule
2.1 Next-Day Delivery
All orders placed before 11:59 PM on any given day will be delivered the following day (Next-Day Delivery). We do not offer same-day delivery at this time.
2.2 Order Cut-off
Orders placed after 11:59 PM will be processed the following day and delivered the day after.
2.3 Delivery Window
We strive to deliver between 7:00 AM and 1:00 PM so your produce arrives before the heat of the day. We will communicate your estimated delivery window via SMS or WhatsApp after your order is confirmed.
2.4 Delivery Days
We deliver 6 days a week, including Saturdays and most public holidays, except Sundays and certain public holidays. Any exceptions (e.g., extended holiday shutdowns) will be communicated in advance on our Platform and social media.
3. Our Delivery Fleet
All deliveries are made by Eatloco’s own delivery team using our vehicles and third-party partners for order fulfilment. This allows us to maintain cold-chain integrity and handle your fresh produce with the care it deserves.
- Our delivery personnel carry Eatloco-branded identification
- If you are not home at the time of delivery, our delivery partner will attempt to contact you. If unreachable, the order may be left with a building concierge or security (at your risk), or returned to our facility
- Re-delivery of returned orders is subject to a nominal fee and availability
4. Delivery Charges
- Delivery is free on orders above ₹999
- A delivery fee of ₹100-150 applies to orders below the minimum depending on the delivery distance.
- Delivery charges are displayed at checkout before payment
We periodically offer free delivery promotions; applicable discounts will reflect automatically at checkout.
5. Order Tracking
Once your order is dispatched, you will receive an SMS and/or WhatsApp notification with real-time tracking information. You can also track your order under “My Orders” on the Platform.
6. Freshness Guarantee
Every product we deliver is held to a strict freshness standard. We source directly from farms and hydroponic growers and pack orders fresh. If your produce does not meet our quality benchmark on arrival, we want to know.
7. Returns & Refund Policy
7.1 Perishable Nature of Products
Because fresh fruits and vegetables are perishable, we do not accept returns of delivered items as a general policy. However, we stand behind the quality of everything we send and will make it right if something is wrong.
7.2 Eligible Claims
You are eligible for a replacement or refund if:
- The item delivered is damaged, bruised, or spoiled on arrival
- The item is materially different from what was ordered (wrong variety, wrong weight)
- A significant portion of the order is missing
- The produce is visibly unfit for consumption on delivery day
We do not process claims for produce that has been stored incorrectly after delivery, natural ripening after delivery, or minor cosmetic blemishes that do not affect edibility.
7.3 How to Raise a Claim
Claims must be raised within 24 hours of delivery. To raise a claim:
- Email us at freshness@eatloco.in or use the “Report an Issue” option in “My Orders” on the Platform
- Include your Order ID, a brief description of the issue, and clear photographs of the affected items
- Our customer experience team will review your claim within 24–48 hours and respond with a resolution
7.4 Resolutions
Depending on the nature and severity of the issue, we will offer:
- A full or partial replacement delivered on your next available delivery slot
- A credit note or Eatloco wallet credit equivalent to the value of the affected items, applicable on your next order
- A full or partial refund to your original payment method in cases of significant failure, processed within 5–7 business days
The resolution offered is at our reasonable discretion, based on the nature of the complaint and supporting evidence provided.
7.5 Order Cancellations
Orders may be cancelled before they are dispatched. Once an order has been picked and dispatched, cancellation is not possible.
- To cancel, visit “My Orders” on the Platform or contact us at orders@eatloco.in
- If you cancel before dispatch, any amount paid will be refunded to your original payment method within 5–7 business days or as a wallet credit at your preference
We reserve the right to cancel orders in the event of product unavailability, adverse weather conditions, or force majeure events. In such cases, you will be notified promptly and a full refund will be issued.
8. Refund Processing
- Refunds to original payment method: 5–7 business days from approval
- Eatloco wallet credits: credited within 24 hours of approval
- Bank processing timelines may vary and are outside our control
9. Subscription Orders
If you have placed a subscription or recurring order, the above delivery and freshness terms apply to each individual delivery. Subscriptions can be paused or cancelled with 24 hours’ notice before the next scheduled delivery date.
10. Delays & Exceptional Circumstances
While we aim to deliver on time every day, factors outside our control — including severe weather, traffic disruptions, public events, or regulatory curfews — may cause delays. We will communicate proactively in such cases and work to reschedule your delivery at the earliest opportunity.
11. Changes to this Policy
We may update this Shipping & Returns Policy from time to time. The current version will always be available at eatloco.in/policies. Continued use of the Platform constitutes acceptance of the updated Policy.
