Cancellation, Refund & Returns Policy

This Cancellation & Refund Policy is designed to clearly define refund, cancellation, and deduction eligibility across all operational scenarios on the Mystore platform. This document supersedes generic interpretations and aligns strictly with the scenarios outlined below.

By placing an order on Mystore, customers and sellers agree to the terms described herein.

1. Scope & Applicability

This policy applies to all orders placed on Mystore buyerapp, including orders fulfilled via sellers of Mystore. Product-level policies displayed on the product page shall prevail where explicitly stated.

2. Cancellation Policy

2.1 Cancellable Orders

• Orders may be cancelled before or after shipment, {Customer will be able to cancel the order via self serve} and a complete refund will be initiated to the customer
• If the customer requests cancellation, 
• A full refund will be issued for the said order.
• If the order is Out for Delivery, the support team will wait for the delivery attempt to be refused or marked as failed, after which a full refund will be processed.
• Logistics charges will be born by the seller

2.2 Non-Cancellable Orders

2.2.A Pre‑Shipment Cancellation

• Orders may be cancelled before shipment, subject to sellers Approval. {Customer will not be able to cancel the order via self serve}
• If the seller Approves the cancellation a full or partial refund will be initiated to the customer as per the sellers instructions 
• If the seller fails to ship the product within the specified time {RTS TAT} the customer will have an option to cancel the order

2.2.B Post‑Shipment Cancellation

Cancellation is not permitted once an order is shipped, except where refusal at delivery {RTO} is allowed due to valid issues (damage, wrong product, Delay delivery.)

i) RTO Within TAT

• If the order is marked as RTO within the defined TAT due to valid reasons such as:
• Damaged product
• Incorrect product delivered
• Delivery delay beyond the committed timeline

                    A full refund will be initiated to the customer after the RTO is confirmed.       ii) RTO Beyond TAT

• If the order is marked as RTO beyond the defined TAT, irrespective of the reason:
• For customer-initiated RTO reasons, a full refund will be issued 

2.2.C Seller‑Initiated Cancellation

• If the seller cancels the order for any reason (stock unavailability, operational issues, etc.), a full refund will be issued for prepaid orders.
• No deductions are permitted in seller‑initiated cancellations.
• Cancellation due to sellers fault will be subject to a penalty and might lead to account deactivation

Mystore reserves the right to accept or reject cancellation requests and may modify or waive cancellation or penalty charges at its discretion from time to time.

3. Refund Eligibility 

Refunds are determined based on delivery status and party at fault, as outlined below.

3.1 Non‑Delivered Orders – Seller / Logistics at Fault

A full refund without deductions shall be issued in the following scenarios:

• Order not processed by the seller within the committed TAT
• Order not shipped and eventually not delivered
• Delivery delayed beyond the promised timeline {RTO}
• Shipment lost/damaged in transit
• Fake delivery attempts or false delivery remarks leading to RTO
• Order cancelled by the seller
• RTO due to logistics failure, including force majeure events (natural calamities, government restrictions)
• Incorrect address captured by platform or seller

These cases are treated as deficiency in service or unfair trade practices.

Note: In loss or damage cases, seller settlement shall be governed by the respective Logistics Service Provider (LSP) policy, typically capped at ₹2000,{amount varies with LSP} subject to compliance requirements.

3.2 RTO Due to Valid Customer Refusal (Seller Fault)

If the customer refuses delivery due to:

• Visible transit damage
• Wrong or incorrect product

Such RTOs shall be treated as seller fault, and:

• Customer is eligible for a full refund
• No deductions are permitted

3.3 RTO / Non‑Delivery Due to Customer Fault

Refunds will be issued after deductions of shipping or RTO charges in the following cases:

• Customer unavailable despite genuine delivery attempts
• Incorrect or incomplete address provided by the customer
• Customer refusal without any defect or issue

In such cases:

• Shipping or RTO charges may be deducted

3.5 Delivered Orders – Seller at Fault

A full refund without deductions shall be issued if the order is delivered and:

• Product is damaged at the time of delivery
• Wrong product is delivered
• Product materially differs from description or specifications
• Product is expired, unsafe, or counterfeit

Where applicable, the seller must provide required evidence (e.g., packaging images) within the prescribed timeline (48 hours) to qualify for LSP settlement.

3.6 No‑Refund Scenarios (Customer Fault)

Refunds shall not be applicable in the following scenarios:

• Customer refuses delivery for made to order product which is non‑cancelable
• Customer changes mind after successful delivery
• Incorrect product ordered by the customer
• No defect, no damage, and product delivered as described
• Customer fails to pick up store‑pickup orders within defined SLA

These scenarios are not protected under consumer refund obligations.

4. Returns 

4.1 Returnable Order

• Orders may be returned by the customer for all and any reasons, {Customer will be able to create the return request via self serve} and a complete replacement or refund will be initiated to the customer
• If the customer requests return, 
• Return request for replace or refund will be created for the said order
• For branded products, customers may be required to visit an authorized service center for verification.
• If the service center issues a Service Denial / Defect Certificate, Mystore may initiate a resolution as per policy.

4.1.A  Transactional Costs on RTO & ReturnsRTO (Return to Origin) Orders:

In case of RTO orders, no transactional cost will be charged to the seller.

4.1.BCustomer Returns (Post-Delivery):

In case of returns initiated by the customer after successful delivery, transactional cost will be charged to the seller.

4.2 Non-Returnable Order

• Product which are mentioned as non-returnable, {Customer will be not able to create the return request via self serve} and a complete replacement or refund will be subject to the issue raised by the customer
• If the customer requests return, for below mentioned scenarios then replace or refund can be provided
• Received Damaged product
• Received incorrect product
• Quantity/ Item missing
• MRP mismatch
• Received Expired Product

Certain products are strictly non‑returnable, including but not limited to:

• Personal care & hygiene products
• Food & beverages
• Innerwear
• Customized or made‑to‑order products
• We do not offer refunds for reasons including but not limited to:
• Change of mind
• Incorrect product selection by the customer
• Price reduced after placing and order or delivery

Such designation will be clearly mentioned on the product page.

• For branded products, customers may be required to visit an authorized service center for verification.
• If the service center issues a Service Denial / Defect Certificate, Mystore may initiate a resolution as per policy.

5. Verification & Resolution Process

• Customers must raise complaints within 2 days of delivery or delivery attempt.
• All refund requests are subject to seller confirmation and internal verification.
• Resolutions may include replacement, full refund, or partial refund, at Mystore’s discretion.

6. Mode & Timeline of Refund

• Approved refunds will be processed to the original payment method only.
• Refund timelines depend on banking partners and payment gateways.
• COD orders are not eligible for refunds in case of cancellation/RTO; repeated misuse may lead to COD restrictions.

7. Platform Disclaimer

• Mystore operates as a marketplace platform.
• Product quality, warranties, and after‑sales service are the sole responsibility of the seller.
• Mystore reserves the right to modify or waive policy conditions at its discretion.
• Mystore’s decision shall be final in all refund‑related disputes.

8. Acceptance of Policy

By placing an order on Mystore, the customer confirms that they have read, understood, and agreed to this Cancellation & Refund Policy.

For any specific inquiries or concerns regarding refunds, customers are encouraged to refer to the product page for detailed information or contact Mystore’s customer support team.