Customer cancellation within 30 minutes:
If a customer cancels an order within 30 minutes of placing it, the payment made by the customer is refunded in full and no earning is created for that order in your seller account.
Customer cancellation after 30 minutes (before “Ready to Dispatch”):
Where a customer cancels an order after the first 30 minutes have passed, but before the order reaches the “Ready to Dispatch” stage, the refund issued to the customer may be processed after deducting the payment gateway / processing charge (currently 2.5% of the order value). This deduction reflects the transaction cost charged by the payment intermediary. In such cases, only the balance amount (after deducting such charge) is refunded to the customer, and the corresponding adjustment is reflected in your seller account.
Once an order has moved to the “Ready to Dispatch” stage or beyond (including shipped, in-transit or out-for-delivery statuses), any cancellation, return or refund request will be handled in accordance with the applicable Returns and Replacement Policy. Where a return or refund is subsequently approved during the valid return window, the related order entry is reversed and the corresponding amount is adjusted against your seller balance. If your balance is insufficient to fully cover the refund, the shortfall may be adjusted against future payouts. This approach ensures that cancellations and refunds are managed in a structured and commercially fair manner, while also recognising the operational and payment processing costs involved once an order is in motion.
Seller cancellation (before “Ready to Dispatch”):
Where you cancel an order before or when it reaches the “Ready to Dispatch” stage (including due to out-of-stock, inability to fulfil, or listing mismatch), the customer shall be entitled to a full refund. In such cases, since payment processing costs are incurred at the time of payment, the payment gateway / processing charge (currently 2.5% of the order value) may be recovered from you, including by reflecting the same as a deduction or negative entry in your seller account and/or adjusting it against your future payouts.
