7. RETURNS, REFUNDS AND CANCELLATIONS POLICY

7.1 Returns Eligibility and Conditions

Returns are accepted when:

product is damaged in transit

product is defective or not functioning as intended

wrong item is delivered

product materially differs from listing description

Return requests must be initiated within 7 days of delivery and may require:

• photos or videos
• packaging images
• batch or label details (for consumables)

• product is used, altered, or damaged after delivery
• claim appears fraudulent or unsupported
• category is non-returnable except defective

7.2 Non-Returnable Categories

Unless defective or damaged, returns may not be accepted for:

• consumables and food
• personal care, hygiene, intimate products
• customized or made-to-order products
• digital products
• products clearly marked as non-returnable due to hygiene or safety

7.3 Replacement vs Refund

Depending on product type and seller policy:

• replacement may be offered first where feasible
• refunds apply when replacement is not possible or buyer prefers refund under eligible conditions

7.4 Refund Timelines

For eligible returns:

• refunds are initiated within 5 to 7 business days after validation
• credited back to original payment method
• final credit timing depends on banks and payment providers

7.5 Cancellation Policy

To reduce reverse logistics impact and ensure operational efficiency:

Standard Shipping Orders

• cancellation allowed within 6 to 12 hours of order confirmation
• only if fulfillment has not started or dispatch has not occurred

• cancellation must be requested within 8 hours of order confirmation
• express orders move faster into packing and dispatch

7.6 Refunds for Cancellations

Eligible cancellations receive:

• full refund
• refund initiation within 3 to 5 business days
• no cancellation fees if within allowed window

7.7 Abuse Prevention

The Platform may restrict accounts if it detects:

• repeated false damage claims
• repeated cancellations beyond reasonable patterns
• repeated return abuse
• coordinated misuse

• limited COD options
• reduced return eligibility
• account suspension for serious abuse