Order support
Cancellation & Refund Policy
This policy explains how cancellations, missing or incorrect items, quality concerns and eligible refunds are handled.
Last updated: 25 October 2026
1. Cancelling an order
You may request cancellation while the option remains available in the app or before fulfilment has materially begun. Once an order is packed, dispatched or delivered, cancellation may not be possible—especially for perishable or temperature-sensitive products.
2. Missing, wrong or damaged items
Report an issue promptly through the app or at support@insto.online, quoting the order number. We may request photographs of the product, packaging, batch or expiry information to verify the concern.
3. Perishable and personal-care products
For food, fresh, hygiene and personal-care items, returns may be restricted after delivery for safety reasons. This does not limit remedies for items that are damaged, incorrect, expired, tampered with, unsafe or otherwise not as described.
4. Refund method and timing
Once approved, a refund is initiated to the original payment method or another lawful method agreed with you. Bank or payment-provider processing times may apply. Cash-on-delivery refunds may require verified bank or UPI details through an authorised support channel.
5. Non-refundable situations
A refund may be declined where the product was correctly delivered and the issue results from change of mind, improper storage or use after delivery, an inaccurate delivery address, or insufficient evidence for a claim—subject always to applicable consumer law.
6. Escalation
If you disagree with a resolution, reply to the support decision with the order number and reasons for review. Written correspondence may be sent to INSTO COMMERCE PRIVATE LIMITED (INSTO), CIN U47912KA2026PTC229824, at the mailing address stated on its certificate of incorporation: No. 33, 1st Floor, 1st Main, CBI Main Rd, HMT Layout, R T Nagar, Bangalore North, Bengaluru 560032, Karnataka, India. A formal grievance-officer contact will be published before public transactions begin.