Report a damaged, open, leaking, spoiled, expired or potentially contaminated Instamart grocery through the Swiggy app as soon as you notice it. Open the order, choose Help/Support, select the affected item and the closest issue category, describe what happened, and attach clear photographs. Ask explicitly for a refund or replacement, keep the item and packaging isolated, and save the case details. Do not eat a product you suspect is contaminated.
What to do first when an Instamart grocery looks unsafe or damaged
The order should be checked immediately, ideally while the delivery is still at your door. Look at the outer bag, seals and individual packaging before giving the delivery OTP or accepting the hand-off. Check whether chilled or frozen products feel unusually warm, and look for leaks, swelling, broken seals, foreign material, mould, unusual odour, spoilage, an expired date or a quantity that does not match the order.
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If the problem is visible at delivery, photograph it before the item or bag is handed over, moved or discarded. A wide image showing the delivery bag and order context is useful; close-ups should show the defect clearly.
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If you suspect contamination
- Do not taste, cook or serve the product.
- Keep it away from food, children and pets. Place the item and its packaging in a separate sealed bag or container if that can be done without spreading the material.
- Photograph the product, seal, lot or batch marking, expiry date and any foreign material.
- Tell support that you suspect contamination and ask whether the item should be retained for pickup or disposed of. Do not assume a refund establishes that the food was legally or medically unsafe.
If anyone has symptoms after eating the product, seek medical advice. The Instamart refund process is not a substitute for medical or public-health assistance.
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How to file the complaint in the Swiggy app
- Open the Swiggy app and go to your Instamart order history.
- Open the affected order and choose Help, Support or the equivalent order-help option shown for that order.
- Select the specific item rather than reporting the entire basket when the problem concerns one product.
- Choose the closest issue category, such as damaged or tampered packaging, leaking product, spoiled or expired item, wrong item, missing item or an issue with quality.
- Describe the defect in plain language. Include the product name, quantity, what you observed, whether the seal was open, and when you noticed it.
- Attach the photographs requested by the form. Include the order screen or order ID if the interface permits it.
- State the remedy you want: a refund to the original payment method or a replacement. Submit the claim and screenshot the confirmation, chat and uploaded images.
Swiggy’s customer-care guidance says there is no official customer-care phone line and directs customers to in-app support, which is available 24/7. Be cautious of phone numbers found in search results or social posts that claim to be an Instamart support line.
Why timing matters: delivery, OTP and cash-on-delivery rules
Before the order is marked delivered
For a cash-on-delivery order, Instamart’s published policy says you do not have to pay for tampered or damaged packaging, a wrong order or missing items when you communicate the issue to Customer Care before the order is marked delivered. Show the problem to the delivery partner if it is apparent at the door, but still submit the in-app case so there is a record.
Before giving the delivery OTP
Swiggy’s refund policy tells buyers to verify the products before providing the delivery OTP and to notify the service immediately if there is a problem. Once the OTP has been provided, that policy treats the delivery as accepted; cancellation or a refund generally cannot be claimed under that policy. This does not change the need to report a genuine defect through support, but it makes an immediate inspection especially important.
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After delivery
If you discovered the issue only after the hand-off, report it as soon as possible. The product page’s own claim window controls, and the published policy does not establish one universal deadline for every grocery. Open the item page or order-help details to see the applicable window rather than assuming that all items have the same period.
Evidence that gives a damaged-goods claim the best chance
Instamart’s policy makes a claim subject to the applicable claim window, required evidence and merchant permission. It does not publish one universal photo checklist, so provide enough context for an agent to identify the item and defect without guessing.
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- Order context: a wide photograph of the delivery bag, label or basket, plus a screenshot showing the order ID.
- Damage or tampering: close-ups of a torn seal, puncture, crushed carton, broken cap, leakage or swelling.
- Product identity: the front label, barcode if visible, expiry or best-before date, batch or lot number and quantity.
- Contamination: the foreign material, mould, discolouration or other abnormality, with one close image and one image showing where it appears on the product.
- Temperature-related failure: photographs of the product and packaging, with a factual description of how long it was out of refrigeration if you know it. Do not claim a temperature reading you did not take.
Keep the item and packaging until support tells you what to do. Do not wash, open further, transfer or throw away the product before photographing it unless leaving it in place creates a safety risk. If disposal is necessary for safety, photograph it first and explain why it was discarded.
Refund or replacement: which remedy should you request?
Ask for the remedy that fits the item and your priority. Instamart says a customer may receive up to 100% of the item or order value, or a replacement, for tampered or damaged packaging, incomplete orders or incorrect items, subject to the claim window, evidence and merchant permission.
| Decision factor | Replacement | Refund |
|---|---|---|
| Speed | Can restore the needed grocery sooner when stock and delivery capacity are available. | Requires payment processing after approval; the money may not appear immediately. |
| Certainty | Depends on merchant approval and whether the same item is in stock. | Approval is still required, but no replacement inventory is needed once the refund is issued. |
| When it fits | Useful when you still need the item and the problem is limited to damage, omission or a wrong product. | Preferable when you no longer want the item, the item is unavailable, or the problem raises a safety concern. |
| Evidence and availability | The merchant may need to approve the replacement and may offer a different resolution if stock is unavailable. | Usually based on the same evidence and claim-window requirements as a replacement. |
| Safety | Do not automatically accept another unit when you suspect contamination; decide whether that product category is safe for you before requesting one. | A refund removes the need to consume or retain the suspect product, but does not itself prove the product was unsafe. |
The policy expressly states: “No replacement / refund / or any other resolution will be provided without Merchant’s permission.” An agent can therefore ask for evidence or decline a requested remedy even when the problem appears genuine.
How long an Instamart refund can take
The published Instamart policy lists the following processing estimates after a refund is approved. They are payment-route estimates, not a promise that every individual case will settle within the stated period.
| Payment route | Published timeframe |
|---|---|
| Net banking | 5–7 business days |
| Debit or credit card | 5–7 business days |
| UPI | 5–7 business days |
| Amazon Pay card, credit, debit or net-banking route | 5–7 business days |
| Sodexo | 5–7 business days |
| Paytm, Mobikwik or Freecharge wallet | About two hours |
| LazyPay | About two hours |
Business days exclude weekends and applicable bank holidays. Keep the refund reference, order ID and payment confirmation until the credit appears. If the published period passes, contact in-app support with those details and ask the agent to trace the transaction with the payment provider.
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What to do when support rejects or closes the complaint
Reopen the same case first
Do not create a series of unrelated tickets that omit the original evidence. Reopen the existing conversation where possible, attach the case number and explain what remains unresolved. If an automated flow closes the matter, use in-app support to request an agent review.
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Send a concise escalation
Include the order ID, item name, delivery date and time, defect, claim-submission time, photographs already supplied, and the remedy requested. Ask the agent to identify the specific policy or evidence reason for the rejection. A factual message is more useful than a general accusation.
Example wording:
Order [order ID]: the [item name] arrived [specific defect]. I reported it at [time] and attached photos showing the seal, label and expiry/batch details. The item is isolated and has not been consumed. Please review the claim and confirm whether you will issue a refund or replacement, and whether you need the item retained for pickup.Allow time for agent handling
Swiggy’s 2025 company disclosure says a majority of complaints are resolved within 48 hours. That is a company-reported benchmark, not an individual-case service-level guarantee. If there is no response after that period, reopen the case with the original ticket details rather than treating the benchmark as an automatic entitlement.
Know who controls the resolution
Instamart complaints are handled by Instamart. Swiggy’s terms describe Swiggy as a communication link and state that resolution is handled exclusively by Instamart. For that reason, an escalation should remain in the Instamart order-support channel, where the merchant and order record can be reviewed.
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Open seal or tampered package
Photograph the seal and outer bag before opening further. Report tampered or damaged packaging, state whether any contents are missing, and request a refund or replacement. For cash on delivery, communicate the issue before the order is marked delivered if possible.
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Leaking bottle, pouch or carton
Place the leaking item away from other food, photograph the source of the leak and the affected packaging, and report the item as damaged or leaking. If liquid contacted other groceries, photograph those items too and list each affected product separately.
Spoiled, mouldy or expired food
Do not taste the food. Photograph the date marking, visible spoilage and package condition. Report the item as spoiled or expired and state whether you want a refund or a replacement. A replacement may not be appropriate if the issue raises a broader safety concern.
Foreign material or suspected contamination
Do not eat the product or attempt to investigate it by hand. Photograph the foreign material in place, isolate the item, and use the word suspected contamination in the description so the case is routed accurately. Ask support whether it wants the product retained for pickup or disposed of safely.
Wrong or missing item
Compare the delivered contents with the order screen, photograph the bag and item labels, and report the specific missing or incorrect product. Instamart’s policy includes incomplete and incorrect orders among issues that may qualify for a replacement or refund, subject to the same claim conditions.
Mistakes that can weaken a claim
- Waiting until the item’s product-page claim window has expired.
- Giving the delivery OTP without checking an obvious problem at the door.
- Discarding the item and packaging before taking photographs or asking support about retention.
- Submitting a blurry image that does not show the product name, date or defect.
- Reporting the whole order without identifying the affected item and quantity.
- Requesting a replacement for a suspected contamination issue without considering whether consuming another unit is appropriate.
- Relying on an unofficial phone number instead of the in-app support record.
- Opening multiple tickets with conflicting descriptions of what happened.
A practical checklist before you submit
- Order ID and delivery date are available.
- The affected item and quantity are identified.
- Photos show the bag or seal, the defect, and the product’s label and date.
- The item is isolated and has not been consumed if contamination is suspected.
- The claim is being filed within the product page’s stated window.
- You have chosen refund or replacement and explained why.
- You have saved the case number, chat and uploaded images.
Questions readers commonly ask
Can I get a refund for a damaged Instamart item?
You can request one through the order’s in-app support flow. Approval depends on the product-page claim window, evidence and merchant permission; the policy allows up to 100% of the item or order value or a replacement for covered damaged, tampered, incomplete or incorrect orders.
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Is there an Instamart customer-care phone number?
Swiggy says it does not have an official customer-care phone line. Use the Help or Support option attached to the Instamart order in the app.
Can I refuse a cash-on-delivery order with damaged packaging?
Instamart’s policy says cash-on-delivery customers do not have to pay for tampered or damaged packaging, wrong orders or missing items when Customer Care is notified before the order is marked delivered.
What if the app keeps rejecting my photos?
Retake them in good light, include one wide context image and separate close-ups, then reopen the in-app case. Keep the original files and explain that the images have been reattached.
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No. A refund resolves the order dispute; it is not a laboratory finding or a health investigation. Treat the product cautiously, do not consume it, and seek medical or public-health help if someone is ill.
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