Cancellation Policy

Overview

We understand plans change. This Cancellation Policy explains when and how orders can be cancelled, timelines for refunds, vendor obligations, and special cases (preorders, made-to-order items).

Cancellation Windows

• Buyer-initiated cancellation is allowed before the vendor marks the order as dispatched.
• Once the order is marked as “Dispatched” or “Out for Delivery”, cancellation may not be possible through the normal flow — follow the return process once delivered.
• Preorder or custom-made items are cancellable only within 24 hours of order placement unless vendor policy states otherwise.

How Cancellation Works (Buyer)

When Cancellation May Be Denied

• Order already packed/shipped by vendor at time of cancellation.
• Perishable or custom products after the 24-hour window.
• Items restricted by vendor policy (clearly indicated on product page).

Refund Timelines & Methods

Refunds are processed after cancellation confirmation. Typical timelines:

• Payment gateway refunds (cards/UPI/netbanking): 3–10 business days.
• Marketplace wallet refunds: typically instant (if option chosen).
• COD cancellations may be credited as wallet credit or via bank transfer depending on vendor settings.

Vendor Obligations

Vendors must:

• Respond to cancellation requests within 24 hours;
• Not unreasonably refuse cancellations for orders not yet dispatched;
• Timely process refunds and update order status;
• Communicate any cancellation fees or restocking charges prior to sale.

Cancellation Fees & Restocking

In some categories a small restocking fee may apply (e.g., large appliances or special orders). Any fee will be disclosed on the product page and applied before refund is issued.

Special Cases

• Fraud or payment issues: If a payment fails or suspected fraud is detected, orders may be auto-cancelled by the platform.
• Vendor out-of-stock: Vendors who cannot fulfill an order must cancel and notify buyers immediately and initiate refunds.

How to Submit a Cancellation Request (Sample Form)

Note: This form is an example. Implement server-side validation, email notification to vendor/admin, and update order status appropriately in your controller.

Contact Support

If you need immediate help, contact our support team:

Email: support@yourmarketplace.com   |   Phone: +91 98765 43210