Our commitment to fair and transparent refunds for all orders placed on Druto Express.
Last Updated: June 16, 2026
At Drutoexpress, customer satisfaction is our top priority. We understand that sometimes things don't go as planned, and you may need a refund. This Refund Policy outlines the circumstances under which refunds are issued and the process for requesting them.
This policy applies to all orders placed through the Druto platform, including food delivery, grocery delivery, medicine delivery, and other services.
You may be eligible for a refund in the following situations:
If the merchant cancels your order due to unavailability of items, technical issues, or other valid reasons, you are entitled to a full refund of the order amount, including any delivery fees paid.
If Druto Express cancels your order due to operational issues, no delivery partners available, or other platform-related reasons, you are entitled to a full refund.
If you receive incorrect items or if items are missing from your order, you may request a partial or full refund depending on the severity of the issue. Please report this within 2 hours of delivery.
If your food arrives damaged, spilled, or spoiled, or if grocery items are damaged, you may be eligible for a full or partial refund. Please report this immediately upon delivery with photographic evidence.
If your order is delivered significantly later than the estimated time (more than 60 minutes beyond the estimated delivery time for food orders), you may be eligible for a partial refund or Druto credits.
If the quality of food or products does not match the description or is unfit for consumption, you may request a refund. This is assessed on a case-by-case basis.
Refunds will not be issued in the following cases:
Contact our customer support within the specified timeframe:
You can report issues through:
When reporting an issue, please provide:
Our support team will review your request within 24-48 hours. We may contact you for additional information if needed. Once approved, the refund will be processed as per the method described below.
Refunds will be issued through the original payment method used for the order:
Refunds will be credited to the original account within 5-7 business days, depending on your bank's processing time.
If you paid using Druto Wallet credits, the refund will be credited back to your wallet instantly.
For COD orders, refunds will be processed to your Druto Wallet or bank account (as per your preference) within 3-5 business days.
In some cases, we may offer Druto credits as a refund alternative. These credits can be used for future orders and may include bonus credits as goodwill.
In certain situations, we may issue partial refunds:
The partial refund amount will be calculated based on the value of the affected items and delivery fees proportionally.
If you cancel your order before the merchant accepts it, you will receive a full refund automatically.
Once the merchant accepts your order, cancellation may not be possible. If cancellation is allowed, a cancellation fee may apply depending on the order status:
If you are not satisfied with the refund decision, you may escalate the matter:
In cases of force majeure events (natural disasters, government restrictions, pandemics, etc.), refund policies may be adjusted on a case-by-case basis to ensure fairness to all parties.
For orders placed using promotional codes, discounts, or special offers, refunds will be calculated based on the actual amount paid after discounts.
For any subscription-based services (if applicable), refunds will follow the specific terms outlined in the subscription agreement.
If you have any questions about this Refund Policy or need assistance with a refund request, please contact Drutoexpress Logistics Solutions Private Limited:
We are committed to resolving your concerns promptly and fairly. Thank you for choosing Druto by Drutoexpress Logistics Solutions Private Limited!