Returns, Refunds & Cancellations

1. Scope and marketplace role

This policy applies to purchases completed through Pahad Ki Dukaan. Products may be supplied and fulfilled by independent sellers identified on the listing or order. The marketplace provides transaction, catalogue and support facilities and may coordinate a claim, but the seller remains responsible for the product, lawful labelling, packing and fulfilment.

Product-specific terms shown before purchase form part of this policy. Where mandatory consumer law grants a non-waivable right, that law prevails.

2. Eligible order issues

A return, replacement, partial refund or refund may be considered when an item is materially different from the confirmed order, arrives damaged or contaminated, is missing, is proven expired on delivery, or has a material defect not disclosed before purchase.

Eligibility is not automatic. The remedy depends on the product category, condition, evidence, stock, seller response, carrier record and applicable law.

3. Non-returnable and restricted categories

Food, groceries, perishables, temperature-sensitive items, opened consumables, seeds, plants, made-to-order products, personal-care goods and hygiene-sensitive items are normally non-returnable for change of mind, taste, aroma, colour variation, natural texture variation or incorrect selection.

Natural and handmade products may show reasonable variation in colour, shape, grain, batch, harvest or finish. Such variation alone is not a defect where the listing reasonably disclosed the nature of the item.

• Items consumed, altered, washed, installed, repacked or missing original components may be rejected.
• Products damaged through misuse, incorrect storage or failure to follow instructions are not eligible.
• A seller cannot use this clause to avoid liability for a genuinely unsafe, wrong or materially misdescribed product.

4. How and when to report an issue

Report visible damage, leakage, wrong item or missing contents as soon as reasonably possible after delivery. Some categories can have a short claim window because product condition changes quickly. The order page or product-specific notice will show any special window.

Do not discard the product, outer box, invoice, shipping label, seals or accessories until the review is closed. Returning an item without an approved instruction may delay or invalidate the claim.

5. Evidence and verification

We may request clear photographs, an unedited package-opening video, batch or expiry information, weight evidence, label images, delivery remarks or other reasonable information. The marketplace and seller may compare this with packing, inventory and carrier records.

Submitting altered, unrelated or misleading evidence, repeated abusive claims or chargebacks inconsistent with the facts may result in claim rejection and account restrictions. This does not restrict a genuine legal remedy.

6. Available remedies

Depending on the verified issue, the remedy may be replacement, missing-item dispatch, repair where relevant, partial refund, coupon only with customer consent, or refund of the eligible amount. The marketplace may decide a proportionate remedy when only part of a bundle is affected.

Replacement is subject to stock and serviceability. If replacement is approved but unavailable, an eligible refund may be offered instead.

7. Return pickup and customer obligations

Where physical return is required, pickup depends on carrier serviceability. The item must be securely packed with the approved components and handed over only against the instructed process. In non-pickup areas, support may provide an alternative lawful method.

Risk arising from unauthorised shipment, insufficient packing or handing the parcel to an unverified person may remain with the customer.

8. Refund processing

Approved refunds are normally initiated to the original payment method. Shipping, convenience or handling charges are refunded only when the verified reason and applicable law require it. Promotional value, discounts and bundle allocations may be recalculated when only part of an order is refunded.

After initiation, the bank, card network, UPI provider or payment gateway controls posting time. Displayed timelines are estimates and do not include delays caused by incorrect banking status or provider review.

9. Cancellation and failed delivery

An order may be cancelled before dispatch where the system permits. After processing or dispatch, cancellation may not be possible. Sellers or the marketplace may cancel for unavailable stock, pricing or catalogue error, serviceability, regulatory concern, suspected fraud or other legitimate operational reasons.

Additional delivery or return-to-origin costs caused by an incorrect address, repeated unavailability or refused delivery may be deducted or charged where legally permitted and clearly supported.

10. Escalation and abuse prevention

If a resolution is disputed, the customer may reopen or escalate the support request with relevant facts. Review may involve the seller, carrier and payment provider. Decisions are based on available evidence and do not remove statutory consumer rights.

Threats, harassment, manipulation of evidence, fraudulent returns, substitution of products or repeated misuse can lead to refusal of a claim, account limits or lawful reporting.