Apna Bazar Refund, Return & Cancellation Policy

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Purpose

This Refund, Return & Cancellation Policy explains how cancellations, returns, and refunds are handled on Apna Bazar.

It explains when an Order may be cancelled, when a Product may be returned, when a refund may be issued, and what Buyers and Sellers must do during the process.

Scope

This Policy applies to Orders placed through the Apna Bazar Buyer App, Product Listings managed through the Apna Bazar Seller App, Cash on Delivery Orders, online payments processed through Razorpay, return, refund, and cancellation requests, support requests related to Orders, Products, payments, delivery, or Seller fulfilment, and the Apna Bazar Website where this Policy is linked.

This Policy applies together with the Terms & Conditions, Privacy Policy, Shipping & Delivery Policy, Payment Policy, Buyer Terms, and Seller Agreement.

Definitions

Apna Bazar, we, us, or our means Apna Bazar, operating from Patan, District Durg, Chhattisgarh, India.

Buyer means a person who places or receives an Order through the Platform.

Cancellation means stopping an Order before it is completed.

Cash on Delivery or COD means a payment method where the Buyer pays at the time of delivery or handover.

Eligible Product means a Product that may qualify for return, refund, or cancellation under this Policy.

Non-returnable Product means a Product that cannot be returned unless applicable law or Apna Bazar review requires otherwise.

Order means a request placed by a Buyer through the Platform to purchase one or more Products.

Platform means the Apna Bazar Website, Buyer App, Seller App, backend systems, support channels, and related services.

Product means goods listed, displayed, offered, or sold through the Platform.

Refund means returning an eligible payment amount to the Buyer.

Replacement means providing the same or similar Product instead of issuing a refund, only where Apna Bazar confirms that this option is available for a specific Order.

Return means sending or handing back a Product after delivery or handover for review under this Policy.

Seller means a shop, business, or person that lists, offers, or sells Products through the Platform.

Seller Acceptance means the Seller has accepted, confirmed, packed, prepared, or started fulfilling an Order.

1. Cancellation Policy

A Buyer, Seller, or Apna Bazar may cancel an Order only as allowed under this Policy, Platform rules, and applicable law.

Cancellation availability may depend on Order status, Seller Acceptance, Product availability, payment status, delivery status, Product type, suspected fraud or misuse, operational limits, and applicable law.

Business rules for cancellation windows, cut-off points, and category-specific restrictions are subject to [Business Decision Required].

2. Cancellation Before Seller Acceptance

A Buyer may request cancellation before Seller Acceptance where the Platform or support process allows it.

If the Order is cancelled before Seller Acceptance, the Order may not be processed further, COD collection will not apply, online payment refund, if any, will be handled under the Refund Policy section, and the Product may be made available for other Buyers again.

The exact cancellation window before Seller Acceptance is [Business Decision Required].

3. Cancellation After Seller Acceptance

After Seller Acceptance, cancellation may be limited because the Seller may have already confirmed stock, packed the Product, or started fulfilment.

A cancellation request after Seller Acceptance may be approved, rejected, or reviewed based on Order status, Product type, Seller preparation status, delivery or handover status, payment status, operational feasibility, and applicable law.

The exact cancellation rules after Seller Acceptance are [Business Decision Required].

4. Cancellation After Dispatch or Delivery Attempt

If an Order has been dispatched or a delivery attempt has started, cancellation may not always be available.

Where cancellation after dispatch is allowed, Apna Bazar may verify whether the Product has been delivered, whether the Product has been opened, used, damaged, or altered, whether payment was completed, whether the Seller or delivery process has incurred operational handling, and whether return or refund rules apply instead.

Cancellation after dispatch rules are [To Be Finalized].

5. Cancellation by Buyer

A Buyer may request cancellation through the App where available or by contacting Apna Bazar support.

The Buyer must provide accurate Order details and must not misuse cancellation options.

Apna Bazar may reject or review a Buyer cancellation request if the Order has already been delivered, the Product is not eligible for cancellation, the request is made after the permitted stage, fraud or misuse is suspected, cancellation is not operationally possible, or applicable law or Platform policy restricts cancellation.

Apna Bazar will not impose cancellation charges on Buyers unless permitted by applicable law and Platform policy.

6. Cancellation by Seller

A Seller may cancel or be required to cancel an Order where the Product is out of stock, the Product is damaged before fulfilment, the listed price or Product information contains a clear error, the Seller cannot fulfil the Order, the Product is restricted, unsafe, prohibited, or incorrectly listed, Seller verification or Platform review requires cancellation, or operational issues prevent fulfilment.

Sellers must not cancel Orders without valid reason.

Repeated Seller cancellations may lead to review, restriction, suspension, or other action under the Seller Agreement.

7. Cancellation by Apna Bazar

Apna Bazar may cancel, pause, or review an Order where reasonably required.

This may happen if payment fails or cannot be verified, Product information is incorrect or misleading, the Seller cannot fulfil the Order, the delivery location is not serviceable, the Order appears fraudulent or abusive, the Buyer or Seller violates Platform rules, the Product is prohibited or restricted, technical, pricing, stock, or operational errors affect the Order, or cancellation is required by applicable law or Platform safety review.

8. Operational Cancellation

An Order may be cancelled for operational reasons, including Product unavailability, Seller unavailability, incorrect address or unreachable Buyer, repeated failed delivery or handover attempts, serviceability issues, payment verification issues, system or listing error, or support-confirmed fulfilment issue.

Where an operational cancellation affects an online payment, refund handling will follow this Policy and the Payment Policy.

9. Payment Failure

If an online payment fails, the Order may not be confirmed.

If payment is deducted but the Order is not confirmed, Apna Bazar may verify the payment status with Razorpay and internal payment records.

Duplicate, failed, pending, or mismatched payments will be handled under the Refund Policy section and the Payment Policy.

10. Return Policy

A Product may be eligible for return only if it meets the applicable return conditions.

Return eligibility may depend on Product category, Product condition, reason for return, time since delivery or handover, Seller verification, Product packaging, evidence provided by the Buyer, applicable law, and Platform policy.

The return request window and category-specific return rules are [Business Decision Required].

11. Eligible Return Reasons

A return request may be reviewed where the Buyer reports that the Product was damaged at the time of delivery, the Product was defective, the wrong Product was delivered, one or more items were missing, incorrect quantity was delivered, the delivered Product did not match the confirmed Order, there was a quality issue that is eligible under Platform rules, or the Product was not usable for a reason verified by Apna Bazar or the Seller.

Apna Bazar may ask for photos, videos, Order details, Product condition details, payment details, or other information needed to review the request.

12. Damaged, Defective, Wrong, Missing, or Quality Issue Products

If a Product is received damaged, defective, wrong, missing, incorrect in quantity, or affected by a quality issue, the Buyer should report the issue as soon as possible through the App where available or by contacting support.

The Buyer may be asked to provide Order number, Product photos, packaging photos, delivery details, description of the issue, screenshots, videos, or any other evidence reasonably required for review.

Apna Bazar and/or the Seller may verify the claim before approving a return, replacement, partial refund, full refund, or other suitable resolution.

Subjective preference, change of mind, size preference, color preference, or expectation mismatch may not qualify for return unless allowed by applicable Product category rules or required by law.

Category-specific quality rules are [Business Decision Required].

13. Non-returnable Products

Some Products may be non-returnable or may have restricted return eligibility.

Non-returnable or restricted categories may include perishable goods, grocery items where return is not suitable due to safety, freshness, or hygiene reasons, opened hygiene or personal care products, customized or made-to-order Products, Products that are used, altered, damaged, washed, or missing parts after delivery, Products with missing tags, packaging, accessories, or original condition where required, Products restricted by law, and Products marked as non-returnable on the Platform where legally permitted.

Additional restrictions may apply based on Product category, Seller rules, applicable law, and Platform policy.

If applicable law requires a remedy for a damaged, defective, unsafe, wrong, or misdescribed Product, Apna Bazar will review the request accordingly.

14. Refund Policy

A refund may be issued only when an Order, cancellation, return, failed payment, duplicate payment, or support review qualifies under this Policy.

Refund eligibility may depend on payment status, cancellation approval, return approval, Product inspection, Seller confirmation, delivery status, payment provider status, fraud review, applicable law, and Platform policy.

Refund timelines are [Business Decision Required] and may also depend on Razorpay, banks, UPI systems, or other payment processing systems.

15. COD Refunds

For Cash on Delivery Orders, refund handling may require additional Buyer details.

Where a COD refund is approved, Apna Bazar may request information needed to process the refund, such as Buyer name, mobile number, Order details, UPI ID where applicable, bank account details where applicable, or any other information needed for verification and refund processing.

COD refund methods and timelines are [Business Decision Required].

Buyers must provide accurate refund information. Apna Bazar is not responsible for delays caused by incorrect or incomplete refund details provided by the Buyer.

16. Online Payment Refunds

For Orders paid online through Razorpay, approved refunds may be processed through the original payment method where supported.

Refund processing may depend on Razorpay refund processing, bank or UPI processing, payment verification, refund approval, fraud review, and applicable law.

If Razorpay, the bank, or UPI provider marks a refund as pending, delayed, failed, or reversed, Apna Bazar may need to investigate before taking further action.

17. Partial Refunds

A partial refund may apply where only part of the Order is cancelled, only one or more Products in a multi-item Order are returned, quantity mismatch is verified, a missing item claim is approved, a Product-level issue is approved, or a partial payment adjustment is required.

Partial refund rules are [Business Decision Required].

18. Failed Payment and Duplicate Payment Handling

If a Buyer attempts an online payment and the payment fails, the Order may not be confirmed.

If money is deducted but the Order is not confirmed, the Buyer should contact support with payment details.

If a Buyer is charged more than once for the same Order, the Buyer should contact support with payment evidence.

Apna Bazar may verify Razorpay order ID, Razorpay payment ID where available, payment status, Order status, Buyer mobile number, bank or UPI confirmation details, payment amount, date and time of payment, and duplicate transaction details.

If a duplicate payment is confirmed, Apna Bazar may process a refund for the duplicate amount according to the Payment Policy and payment provider processes.

19. Refund Methods

Approved refunds may be processed using the original payment method, UPI transfer, bank transfer, or another method approved by Apna Bazar for that specific refund, where applicable and supported.

Apna Bazar does not currently describe or promise unsupported refund methods.

Refund method availability may depend on the original payment method, payment provider capabilities, Buyer details, internal review, and applicable law.

20. Seller Responsibilities

Sellers must cooperate with return, refund, and cancellation reviews.

Sellers are responsible for keeping Product Listings accurate, confirming stock availability, packing Products correctly, providing correct Product, quantity, size, color, category, and price details, responding to return and refund review requests, supporting quality verification, cooperating with Apna Bazar support, accepting responsibility where Seller error is verified, not rejecting valid return or refund requests in bad faith, and complying with applicable law and Platform policies.

Seller failure to cooperate may lead to review, restriction, suspension, settlement adjustment, or other action under the Seller Agreement.

21. Buyer Responsibilities

Buyers must use cancellation, return, and refund processes honestly.

Buyers are responsible for providing accurate Order, address, contact, and refund information, checking Products at delivery where possible, reporting issues within the applicable window, keeping the Product in the required condition for return, preserving packaging, tags, accessories, and invoices where applicable, sharing photos, videos, or other evidence where requested, cooperating with Apna Bazar support, and not making false, exaggerated, abusive, or repeated bad-faith claims.

A return or refund request may be rejected if the Buyer does not provide required information, does not cooperate with verification, or misuses the process.

22. Inspection and Verification

Apna Bazar and/or the Seller may inspect or verify a cancellation, return, refund, or payment issue before approval.

Verification may include review of returned Products, Product condition, Product packaging, Order details, Seller fulfilment details, delivery or handover evidence, photographs or videos, payment records, Razorpay records, support communication, and Buyer and Seller history where relevant to fraud prevention.

A return, refund, replacement, or cancellation may be approved, rejected, or kept pending until verification is complete.

23. Fraud Prevention

Apna Bazar may review, restrict, or reject requests that appear fraudulent, abusive, or suspicious.

Examples include fake return claims, false damage claims, repeated refund misuse, repeated cancellations without valid reason, Product swapping, returning a different Product, returning used, altered, or damaged Products, false payment claims, misuse of COD, or abusive conduct toward Sellers, support staff, or delivery personnel.

Apna Bazar may suspend or restrict Accounts, Orders, refunds, Listings, or Seller activity where needed to prevent fraud or protect Platform safety.

24. Exceptions and Limitation

This Policy may not apply, or may apply differently, where a specific Product category has separate rules, applicable law requires a different remedy, the Product is non-returnable, the Product was used, altered, damaged, or mishandled after delivery, the issue is caused by incorrect information provided by the Buyer, the issue is caused by Seller error and must be resolved under Seller rules, a manufacturer, brand, or warranty process applies, fraud, misuse, or abuse is suspected, the Order is affected by a payment provider, bank, or UPI processing issue, or Apna Bazar makes a case-specific support decision.

Returns, refunds, cancellations, and replacements are subject to applicable law, Product eligibility, verification, Platform policies, Seller obligations, Buyer cooperation, payment provider processing, bank or UPI processing, operational feasibility, and fraud prevention review.

A refund or return approval in one case does not guarantee the same outcome in another case.

Nothing in this Policy limits rights that cannot be limited under applicable law.

25. Related Policies

• Privacy Policy
• Terms & Conditions
• Shipping & Delivery Policy
• Payment Policy

26. Contact Support

For cancellation, return, refund, payment, or Order support, contact Apna Bazar.

Website: https://apnabazarmart.in
Email: hello@apnabazarmart.in
Phone: +91 8770997346

Apna Bazar
Patan, District Durg,
Chhattisgarh, India

27. Revision History