Refund & Cancellation Policy

This Refund and Cancellation Policy outlines the terms and conditions for order cancellations, returns, and refunds on the RetailSaathi B2B platform.

1. Order Cancellation

1.1 Cancellation by Buyer

• Before Dispatch: Orders can be cancelled free of charge before the vendor dispatches the products
• After Dispatch: Once dispatched, orders cannot be cancelled but may be eligible for return
• Cancellation Process: Contact support or use the "Cancel Order" option in your account

1.2 Cancellation by Vendor

Vendors may cancel orders in the following cases:

• Product out of stock or unavailable
• Pricing or product information errors
• Inability to fulfill the order due to unforeseen circumstances
• Suspected fraudulent transaction

In case of vendor cancellation, the buyer will receive a full refund within 5-7 business days.

2. Returns

2.1 Eligible Returns

Products can be returned within 7 days of delivery if:

• Product is damaged or defective
• Wrong product delivered
• Product does not match the description
• Missing items or incomplete order
• Quality issues or manufacturing defects

2.2 Non-Returnable Items

• Perishable goods (food items, beverages)
• Products with broken seals or tampered packaging
• Customized or personalized products
• Products marked as "non-returnable"

2.3 Return Process

1. Raise a return request through your account or contact support
2. Provide order details, reason for return, and supporting images if applicable
3. Our team will review and approve eligible returns within 24-48 hours
4. Pack the product securely in its original packaging
5. Arrange pickup or drop-off as per instructions
6. Refund will be processed after quality inspection

3. Refunds

3.1 Refund Timeline

• Order Cancellation: 5-7 business days
• Approved Returns: 7-10 business days after product inspection
• Failed Delivery: 5-7 business days

3.2 Refund Methods

Refunds will be processed to:

• Original payment method (bank account, UPI, wallet)
• RetailSaathi wallet credit (instant, can be used for future purchases)

3.3 Partial Refunds

Partial refunds may be issued if:

• Only some items in an order are returned
• Product shows signs of use or damage caused by buyer
• Packaging is damaged or incomplete

4. Replacement

For defective or damaged products, you may request a replacement instead of a refund. Replacement is subject to product availability and vendor approval.

Replacement timeline: 7-14 business days from return approval.

5. Shipping Charges

• Defective/Wrong Product: Return shipping is free
• Buyer's Remorse: Buyer bears return shipping costs (if applicable)
• Replacement: Forward shipping is free

6. Exceptions and Special Cases

• Bulk Orders: Custom return/refund terms may apply
• Promotional Items: May have different return policies
• Clearance Sales: May be marked as final sale (non-returnable)
• Force Majeure: Delays due to natural disasters, strikes, or government actions are not eligible for refunds

7. Dispute Resolution

If you disagree with a refund decision, you may escalate the issue to our customer support team. We will review the case and provide a final decision within 5-7 business days.

For unresolved disputes, you may seek resolution through consumer forums or legal channels as per Indian law.