FAQs

Q. Where can I change my phone number?

A. You can't change the phone number once you have registered in the KPN app.

Q. Can I unsubscribe from promotional links and newsletters?

A. Yes, you can easily unsubscribe from promotional links and newsletters. There should be an "unsubscribe" option at the bottom of the emails you receive.

Q. How can I log out of my account?

A. You can log out of the app by navigating to "My Account" and scrolling down to the Logout option.

Q. I'm not receiving OTP.

A. Please check if your app is due for an update. If not, please share the details with us via [email protected] for further help.

Q. Is there a minimum order value?

A. Yes, there is a minimum order value of Rs 199.

Q. Do you charge for delivery?

A. Delivery charges can vary depending on the total value of your order. You can check for the details on the cart page.

Q. How long will it take for my order to be delivered?

A. Delivery time can vary depending on your location, traffic, weather, and the current delivery load. Once you input your delivery address at checkout, we will provide an estimated delivery timeframe.

Q. What are your delivery hours?

A. We are operational between 7 AM to 9:45 PM.

Q. Do you support bulk orders?

A. While we strive to cater to bulk orders, we must also ensure all customers have access to our products and services. Therefore, depending on stock availability, there may be some limitations on the quantity of certain items.

Q. What should I do if I receive a damaged or defective item?

A. Although we aim to offer the best products, if you receive a damaged, defective, or incorrect item, contact us within 24 hours of the order delivery through the My Orders section of the app, and our team will do the needful.

Q. Can I cancel my order?

A. Please be advised that orders once placed cannot be cancelled.

Q. Can I edit my order?

A. After placing the order, no changes can be made.

Q. What is the refund policy?

A. We aim to ensure complete customer satisfaction. If you are unsatisfied with the quality or freshness of any product upon delivery, please reach out to us within 24 hours of the order delivery, and we will look into the issue to offer a suitable resolution.

Q. How will I receive my refund?

A. Refunds are credited instantly if KPN Wallet is selected as the refund mode, and within 5 to 7 business days if you choose the original payment method.

Q. When will I get my refund?

A. Once the refund process has been initiated, the amount will be returned to your bank account/wallet max. within 7 business days. If you haven't received your refund within 7 business days, please write us at [email protected] for support.

Q. What if I made a double payment?

A. If you've accidentally made a double payment, contact our customer support team immediately, and they will provide you with the details of the transaction and your order number. We will investigate and initiate a refund for the excess additional payment as soon as possible if applicable.

Q. Can I use multiple payment methods for a single order?

A. Yes, you can. If you have cash in your KPN Fresh wallet, you can use it during checkout along with various payment methods such as credit/debit cards, net banking, and digital wallets to make your payment.

Q. What is the expiry date of the amount in my wallet?

A. The expiry date for each wallet credit transaction is mentioned in the app under the wallet transaction.

Q. What are the payment methods that you accept?

A. We accept payments via UPI, NetBanking, Wallets, Debit and Credit cards, as well as cash.

Q. What should I do if money is deducted from my account but I do not receive an order confirmation?

A. In such a case, the amount will be automatically refunded within 5 to 7 business days. If you experience a delay, please write us at [email protected] for assistance.

Q. If I have any questions about my order or payment, where can I reach you?

A. For any concerns or queries related to your orders or payments, please get in touch with us via [email protected] for assistance.

Q. Where does KPN Fresh source its products?

A. We source our fresh produce directly from farms, ensuring high quality and freshness. Other products are sourced from authorized distributors or directly from manufacturers.

Q. Can I update my account information?

A. Yes, you can update your account information anytime by visiting 'My Account' and selecting 'Edit Profile'.

Q. Can I request a product that's not listed on the App/website?

A. If you're unable to find a product on our website, you're welcome to contact us at [email protected]. We strive to fulfill all customer requests and will make every effort to stock the product you're looking for.

Q. Do you sell internationally sourced products?

A. Yes, we sell a variety of products sourced from different countries. The product descriptions on our website usually include information about the product's origin.

Q. Can I email my queries instead of calling customer service?

A. Absolutely! We welcome all types of queries. You can email us at [email protected] , and our customer service team will respond as soon as possible.

Q. Do you have multilingual customer support?

A. Yes, our customer support team includes multilingual members to cater to a diverse range of customers. Please let us know your preferred language when you reach out to us.