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ORDERING

Open your browser (Internet Explorer, Chrome or Mozilla Firefox) & type www.spencers.in – you will be asked for your city and pin code/area name, click on 'Submit' once you have selected out your area code/area name from the drop down.

Once you are on our Home Page, you can search for products by typing out the product name in the space where it is written 'I am looking for'.

In the below example, toor dal is been searched

a) Navigating using the Search Bar: Type 'Toor' in the Search Bar, you can see options for the searched product

b) One can choose and add the desired product from the drop down that appears. The 'Add' button can be used to add items to the cart. To add two units of the same product to cart click on the 'Add; button twice and so on.

From the drop down that appears 4 units of 'Tata Sampann High Protein Toor Dal' is chosen to be added to the cart by clicking on the 'Add' button.

c) Navigating using the Category navigation bar: Example: Spencer's Smart Choice Rajma (Red Hover your mouse over 'Grocery & Staples' on the navigation bar, you can see all the categories under Staples: Dal & Pulses, Edible Oils & Ghee, Dry Fruits etc.

Under Dal & Pulses – you can see 'Rajma' Click Rajma to see all the brands of Rajma available

Out of the brands available, one may want to choose the Daily Jammu Rajma – Click the 'Add' icon placed below your item of choice. You can see that Daily Jammu Rajma 500g has also been added to your cart

In this manner, you can continue adding items to your cart…

Click on the Checkout Tab to 'Check Out'

There is no Minimum Order Value. Orders above Rs. 500 are eligible for free shipping. Orders below 500 will be chargeable at Rs. 30.

For instance, If you need 3 bags of Tata Sampann High Protein Toor Dal instead of 5 – Click on the (-) under Quantity Tab and change 5 to 3, now click 'Proceed to Checkout'

You can see that the quantity has been updated: With this change Our Cart value is Rs.585 & one can 'Proceed to Checkout'

Click the box 'Proceed to Checkout' - You will be asked to Login using your email ID and password. If this is your first time – Please click 'Register Now'

Key in all the required details – ensure your password has at least 6 characters & then click 'Submit'

An OTP will be sent to the mobile number mentioned at the time of registration. Enter the OTP and verify.

Post OTP verification one can choose the date of delivery and delievry slot on that day

After choosing the 'Delivery Date' and 'Delivery Slot' fill the details of delivery address

PAYMENTS

Post updating the delivery address, one will be guided to the Order Preview page where one can review the order. The page also has 'Proceed to Pay' button.

Clicking on the 'Proceed to pay' will guide to the payment page where one can choose from variety of payment options. One can also redeem the wallet balance while paying for the order.

One can use Internet Banking, Credit Card, Debit Card and Cash on Delivery to pay for the orders. Customers can also avail the payment mode of paying through 'Card (Debit/Credit) on Delivery' after selecting the Cash on Delivery option

Your online transaction on Spencers.in is secure with the highest levels of transaction security currently available on the Internet. We use 256-bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.

All credit card and debit card payments on the app are processed through secure and trusted payment gateways managed by leading banks. Banks now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification.

We realize the importance of a strong fraud detection and resolution capability. We and our online payments partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team.

 

In the rarest of rare cases, when our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder. We apologize for any inconvenience that may be caused to customers and request them to bear with us in the larger interest of ensuring a safe and secure environment for online transactions

Enter your Card Number & Expiry Date (these details are on the front side of your card) The CVV number is a 3 digit code that you will find on the flip side of your card. Simply click on 'Make Payment' to complete your transaction.

You will have to validate your card details via an OTP sent to the mobile number registered with your bank or by entering the grid numbers provided on your debit card

Choose your Banking Partner from the drop down list provided, the page will redirect to your bank's internet banking site. Login, using your banking user ID & password.

You may be asked to validate your transaction using the grid numbers on your debit card or an OTP sent to the mobile number registered with your bank

DELIVERY

Are there any delivery charges?

Delivery Charges of Rs. 30 apply for orders below 500.

Unfortunately, you cannot change your delivery slot after placing your order

Yes, we deliver on all weekends & Public Holidays, On Holi – We will not offer any delivery slots in the morning & on Diwali, we will not offer any delivery slots in the evening

Fruits, Vegetables, Fish & Meat undergo a stringent Quality Check to ensure that only the right quality is picked & packed – Fruits & Vegetables are weighed on our scales, For Fish & Meat, weights are assigned only to the cleaned product. Chill pads & insulation boxes are used for delivery to maintain freshness

Orders can be cancelled two hours before the start of your chosen delivery slot. You will have to reach our call center and place a request. Our call center number is 1800-2660-134. Example: If your chosen slot is 9:30AM – 11:30AM, you can cancel your order by calling the call center up to 7:30AM

RETURNS & REFUNDS

Our stringent Quality Check process ensures that we do not ship any item that falls short of your expectations, if this event arises, we follow a 'No Questions Asked' Refusal Policy at your doorstep. Value of the goods refused, will be credited to the source of payment in case of all pre-paid orders

While checking out, choose 'Redeem' to utilize the wallet balance while paying for the order. Wallet points have a validity of 30 days.

No. Reverse pickup of returned items is not done by our delivery team. All returns are entertained at designated spencer's store and the product is to be carried by the customer to the store. Please reach out to our call center to locate your store of return. Our return policy for different product categories is as below.

Please Note: a) For Fruits & Vegetables, Fish & Meat, Chilled & Frozen, Under Garments, E&E & Consumables– Returns will not be entertained b) Any other product category – Returns will be entertained within 7 days of delivery How much time does it take to process refunds? Refunds will be credited within 2 working days. Money will be credited to the original source of payment for refusal to accept whole/part of order or for non-fulfillment of whole/part of order. Money will be credited to spencer's wallet in case a part or whole of the order returned after accepting delivery.

MY ACCOUNT

When you login, the system prompts you for your email ID & password, in case you have forgotten your password, Click on the 'Forgot your Password' link as shown below:

This will take you to a page where you have to confirm your email address – as shown below: Enter your email address and click 'Submit'

You will receive a link on your registered email ID, which you can use to reset your password

On the Home Page, on the top right hand corner of your window you will see your account name 'Avijit' in the below example. Click on your account name to access your 'My Account'.

You will see the 'My Account' Menu on the left side of your window. Choose 'Account Information'

In 'Account Information' you can change your email address and mobile number( To be updated post correction on the site)

Yes, you can earn points by ordering online. You can also use your points while shopping on spencers.in

If you have to change your billing/shipping address, click on 'Address Book' – You can edit your billing/shipping address or add a new address altogether using 'Edit Address'

Click on 'My Orders' from the 'My Account' Menu on the left side of your window. You can see your order history & can choose to 'Reorder' any of them. Simply click 'Reorder', make changes as desired to your cart & checkout!

CUSTOMER RELATIONSHIP MANAGEMENT(CRM)

One can become a member of our CRM program to availa of benefits like earning and burning of reward points, enrollment into Smart Rewards program on spencers.in

One will have to register with Mobile Number, e-mail id and password. Existing members of Smart Reward program will get an OTP using which one can verify the details provided. Upon succesful verification the Smart Reward card number will then get linked with the online user id of the customer.

For all registrations where the details have not matched but have a valid SR card number, one can enter the SR card number in the field provided and if found to be correct, the online id is linked with SR card number.

In case one wishes to join the Smart Reward Program, he/she can use the 'I want to join SR program' link, fill out the required details and post which the user will will be alloted a SR card and the same will be linked to online id.

Our CRM program is voluntary for customers.

Accrual of points

 

  • The SR points accrual will be done on the next day after day of delivery
  • Accrual of points will be done on the net delivery value i.e. Invoice Value – Credit Note(If any)
  • If at any time after accrual, products are returned, then the points have to be reversed from SR Points Balance according to the credit note generated
  • If the enrollment date of SR rewards program is after the online registration date, points accrual will not be done for any previous orders made by the customer
  • If the enrollment date of SR rewards program is before the online registration date and then the user choses to link the SR Card on online platform, the accrual of all online orders post enrollment date will be done

 

Redemption of points

 

  • In case points are redeemed to shop online and then products are returned, the equivalent points will be reversed in wallet.

 

 

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