Organisation : JioMart (Reliance Retail Limited)
Service Name : Customer Support & Toll Free Number
Headquarters : Mumbai
Industry : Online Shopping
Service/ Product : Groceries, Home & Kitchen, Fashion , Electronics, Beauty & Jewellery etc.
Website : https://www.jiomart.com/contact-us
JioMart Customer Support & Toll Free Number
We are committed to provide you with the best possible support. Any queries or concerns relating to the shipping and delivery of Products as per this Policy may be directed by you to our customer support team who can be contacted at the below mentioned details:
Level-1 Customer Support :
WhatsApp us: 70003 70003
Customer Support Email – cs[AT]jiomart.com
Toll Free Number – 1800 890 1222,
8:00 AM to 8:00 PM, 365 days
Related / Similar Customer Care :
Kaizen Mart Customer Care Toll Free Number
Spencers Customer Care Number, E-mail
Concerns not addressed? :
It is our endeavour to respond and address your concerns on priority. Our team is continuously working to ensure best of our support. In case of any issue/concern of complex nature it may require additional time to resolve.
In the event of any unlikely situation if your concerns are not addressed satisfactorily, you may communicate direct to our higher authorities.
To facilitate easy access we have aligned following communication structure for the concerns not addressed satisfactorily:
Level-2: Escalation:
Email to CS Head at: cshead[AT]jiomart.com
This being the final level redress for your grievances, please provide us the previous communication and related resolution offered in earlier stages, so that we may have a comprehensive understanding of the matter.
We value your time and we are committed to ensure satisfaction in all your interactions with us.
JioMart Cancellation, Return And Refund Policy
TERMS OF CANCELLATION :
You can cancel the order any time prior to the dispatch of the Product. The order cannot be cancelled once the dispatch has been initiated. However, once the Products have been dispatched, and you wish to cancel the order, please reach out to the Customer Support and request for order cancellation.
We will put our best effort to avoid attempting a delivery. However, in case the delivery is attempted, you may reject the delivery.
The request for cancellation of the order can be made by cancelling the order from ‘My Orders’ section by using the order tracking number, or by calling our customer care number, or any other method, as may be intimated by Reliance to you from time to time.
On the receipt of order cancellation request, your order will be cancelled with immediate effect, and the refund process for prepaid orders will be initiated within 24 hours of confirmation of cancellation.
TERMS OF RETURN AND REFUND :
You may initiate return of Products within the timelines and as per the terms stipulated under Annexure A (refer to the table provided at the end of this Policy) of this Policy. We would accept the request for return of such Product subject to the terms of this Policy. Reliance will not process return if you have placed the order for a wrong Product model, colour or incorrect Product.
All our packages come with tamper proof packaging. Please ensure that you do not accept packages where the seal is tampered/and or outer package is damaged. Acceptance of a tampered or a damaged package will automatically disqualify you from any return claims for physically damaged/defective Products, incorrect Product, or missing accessories.
You may register a complaint or request for return through JioMart. To register a compliant or initiate return, please go to ‘Orders’ section and select ‘Help’ tab and then select ‘Still need help’ at the bottom of the page. You may select the option from the drop down menu to log the complaint or contact us via e-mail/ call/ chat with us.
To initiate return, you are required to select ‘log a complaint’ and provide the necessary details about the shipment and order, provide the details of the issue, if any, and request for return. For quality purposes, we may also require you to provide images of the Product sought to be returned.
The ‘return’ tab shall be available only during the duration of the return window. In case of any complain or concern that may arise after the closure of the return window, you may contact the customer care.
If you have received any Product which is eligible for return in terms of this Policy, we suggest you to immediately register a request in this regard on the JioMart.
We will in our sole discretion verify if:
(a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or
(b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return.
For such verification, we may request you to send us images/video maximum upto 60 seconds or 2MB of the damaged or defective Product received, Product packaging images, and/or our personnel to schedule a visit to assess the damage or defect in the Product.
Further, to the assessment of the damage or the concern reported in the return request, Reliance may in its sole discretion resolve the issue subject to the assessment report, in a manner as it may deem fit.
Please be informed that when you opt to return the Products, upon our verification of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy will be processed within a period of 1(one) business day from the date of us verifying the defect or the non-compliance in the Product.
Your refund will be processed only when the conditions as may be stipulated by Reliance are fulfilled. The refund amount will be credited to the original payment mode opted by you or in your wallet associated with the JioMart (“Wallet”) eligible for Wallet refund, as may be chosen by you.
You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.
Please be informed that for Products, for which you had opted for ‘Cash on Delivery’, as a payment option, you will receive refunds in your bank account (as per the bank account details provided by you to us) in case the Product is purchased from a third-party seller made available. However, if the Sale was consummated by Reliance, you will receive your refund in your Wallet. We do not make any cash refunds.
The amount claimed as refund will be refunded to you within 15(fifteen) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.
FAQ on JioMart
How do I look for a particular Product?
You can search for a product by navigating through the category pages or by using search tab on the top of every page.
How will you ensure the freshness of products?
We ensure that all our products are hygienically and carefully handled and maintain them in the correct temperature & packaging.
How can I check if the product I am ordering is in stock?
You can prepare your cart and select the address you want the order to be delivered at. The availability of the product will be dependent on the selected address. Product without availability will be shown as ‘Out of stock’. You may remove them or add similar products as per your convenience.
How do I know if I placed my order correctly?
Upon the successful completion of your order, an order confirmation e-mail and SMS containing your order details will be sent to your registered email ID and phone number.
Can I call and place an order?
No, currently this service is not available.
How are the fruits and vegetables weighed?
All fruits and vegetables vary in size and weight. You can choose any size/weight available on the website. While you shop, we will show an estimated weight and price. At the time of processing, we pack the closest size/weight and charge you for the actual weight of each item. E.g. If you order 1 kg of apples, we will try to pack exactly 1 kg or the weight closest to 1 kg. If the actual weight is 987 gm, we will bill you for 987 gm and not 1 kg.
How do I make changes to my order?
Currently, there is no provision to modify the order once it is placed. You may cancel the order until it is shipped. You may request for a return of the ordered product as per the return policy.
How will I know if JioMart delivers to my area?
You can check the serviceability of your area while selecting your pin code when you place your order.
How can I check for an expected date of delivery of an order I placed?
You can check for an estimated date of delivery on the product description page by entering your pin code. Date of delivery may vary from product to product and is also dependent on the pin code of the delivery address. We try our best to delivery your orders as early as possible.
What is delivery fee? Why am I being charged?
A Delivery fee is the amount that is charged to a customer, aside from the order total, to cover shipping and handling costs. This fee covers the cost of fulfilling the given customer’s order, including storage costs, packaging, shipping etc. We are charging a nominal delivery fee of Rs.40 on all the orders less than cart value of Rs.250 for selected categories in JioMart.
We are not charging any delivery fees for orders above Rs.250. As a goodwill gesture to our new customer, we do not charge any delivery fee for your first 3 orders.
How does JioMart calculate delivery fee?
Delivery fee for an order is calculated based on the order value and product category/type. We are not charging any delivery fees for orders above Rs.250 and for your first three orders.
Why do I see a delivery fee in my cart?
For orders below Rs.250, we have a nominal delivery fee of Rs.40. We are not charging any fees for orders above Rs.250.
If I cancel/return the product, will I get back my delivery fees?
In case of complete cancellation of order, delivery fee will be refunded to you along with the product amount you paid. In case of return of already delivered product, delivery fee will not be refunded, only product amount will be refunded.