Big Basket Most-Favoured by Quick Commerce Users for Its Return Policies, Says Study

Big Basket as the most preferred quick commerce platform for return and refund policies, according to a study by LocalCircles. The survey revealed that 22% of consumers favoured Big Basket for handling returns and refunds. Swiggy Instamart and Blinkit were each preferred by 13%, while Zepto was chosen by 6%. 

The study noted that dissatisfaction with return and refund policies is widespread in the quick commerce segment. A significant 31% of consumers reported being unhappy with the policies and processes of all existing platforms. 

Quick commerce, a rapidly growing sector, especially in the grocery segment, generated $3 billion in revenue in 2024 and is projected to reach $9 billion by 2028, according to Statista. Despite this growth, return policies in the segment remain inconsistent and are still evolving. 

LocalCircles study highlighted that inconsistencies in return policies across platforms, and even among sellers on the same platform, create confusion for consumers. Problems faced by online shoppers include receiving counterfeit products, difficulty returning counterfeit or incorrect items, unclear return and refund policies, and inadequate mechanisms to report counterfeit goods.

The survey emphasised the need for government intervention to set common standards for handling returns, refunds, and consumer complaints related to counterfeit products. It called for authorities to address these issues to protect consumers.

LocalCircles study said that it would share its findings with relevant authorities, including the Central Consumer Protection Authority, the Department of Consumer Affairs, the Bureau of Indian Standards, and the Department for Promotion of Industry and Internal Trade, to ensure policies and enforcement address these challenges.