1 Goods cancellation
A Buyer may request cancellation before dispatch through the available order controls or by contacting the seller/support. If accepted before dispatch, the amount paid for the cancelled goods and associated unprovided delivery will be refunded. After dispatch, interception may not be possible and the return process may apply. A seller-specific restriction for a genuinely customised order must be clearly disclosed before purchase and remain subject to mandatory law.
If the seller cannot supply an accepted order, it must promptly notify Buyer and refund amounts paid for the unfulfilled part. A failed payment/order mismatch must be investigated and any captured money for an unaccepted order returned. Do not ask Buyer to place another payment without checking the first.
Cancellation fees, if any are lawfully applicable, must be disclosed before purchase and cannot unfairly operate only against Buyer. No blanket cancellation charge applies under this policy. Seller and ReelMart must honour applicable reciprocal-cancellation requirements.
2 Goods returns and exchanges
The product page or checkout must display the seller's change-of-mind return window, conditions, eligible categories, return method, exchange terms and any lawful cost before purchase. This policy does not create one universal change-of-mind period for all goods. The seller must honour the policy accepted with the order and keep it available after purchase.
Defective, damaged, deficient, spurious, wrong, misdescribed or otherwise unlawfully supplied goods remain subject to mandatory remedies even if marked non-returnable. Late delivery can also give rise to legal remedies subject to the applicable circumstances and law. Customisation, hygiene exclusions or a short reporting window cannot excuse these obligations.
Submit the order number, concern and reasonable supporting details. Photographs and prompt reporting help; an unboxing video is not an absolute requirement. Original packaging, tags and accessories may be reasonably required for voluntary change-of-mind returns, but unavoidable loss of packaging must not automatically defeat a valid defect claim. Seller must give a reason for any rejection and an escalation route.
Return instructions must identify the destination or collection arrangement. Do not send goods to an unverified address. Seller bears reasonable return/replacement costs for seller-attributable defects, wrong goods or another legally required remedy. For voluntary returns, a Buyer-paid return cost is permitted only if lawful and disclosed before purchase. Exchanges require availability and agreement; a refund cannot be replaced with store credit without consent where money is owed.
3 Refund processing
Once a refund is accepted and any reasonable, lawful return verification is completed, the responsible party will initiate it within five business days, or sooner if law requires. Non-delivery and other claims where physical return is impossible must not be held up by a return requirement. We will provide the amount, initiation date and payment/reference details. Banks and providers may take further time; support will investigate if the published provider timeframe is exceeded.
Online refunds normally use the original payment method. COD refunds use a verified bank account or another agreed lawful method. We do not ask for an OTP or UPI PIN to send a refund. A refund request, cancellation status or internal ledger credit is not proof that money has reached Buyer.
For partial returns, refund the affected item amount and attributable charges, accounting transparently for any lawful discount allocation. Do not deduct fees that were not agreed or use gateway charges to reduce a full refund required by law. Correct invoices/credit notes as applicable.
In seller-direct payment mode, Seller funds/processes the goods refund through its provider, with ReelMart's authorised integration or support where available. In a legacy collection arrangement, the party controlling the collected funds must process and reconcile the refund under that arrangement. Buyers may escalate to ReelMart regardless of the payment route. A seller/courier dispute is not a reason to withhold an otherwise due Buyer refund indefinitely.
4 Seller subscription refunds
Cancelling renewal normally leaves the plan active until the paid period ends, with no routine refund for unused time merely because Seller chooses not to use it. Duplicate/erroneous charges, unauthorised debits, applicable statutory rights and remedies for ReelMart's breach remain reviewable. If ReelMart ends a paid service early without Seller breach, or the agreement grants an exit for a material adverse change, it will refund the applicable unused prepaid period.
Founding grants and prepaid fixed terms retain their express rights. Rejecting a future price increase by cancelling before renewal carries no exit penalty. A timely cancellation request must be honoured even if a billing automation fails.
5 Seller shipping and advance balances
Failed, partially failed and cancelled bookings are reconciled under the Shipping Policy. Refund the unprovided service or recoverable unused amount, less only agreed lawful supported costs. Carrier credit processing must be tracked; do not leave a seller with an unexplained indefinite hold. Close unused refundable advances after an itemised reconciliation; no blanket forfeiture applies.
Accepted seller refunds will be initiated within five business days after the payable amount is established, subject to a shorter applicable legal deadline. Explain disputed amounts separately and release undisputed refunds. Refunds normally return to the original funding source or another verified agreed route.
6 Complaints
Contact the seller with the order/payment reference and issue. If the seller does not resolve it, contact our Grievance Officer (see the Grievance Policy). We acknowledge consumer complaints within forty-eight hours and redress them within one month, or sooner where required. These timelines do not extend an earlier refund deadline. The Grievance Policy preserves access to consumer forums, the National Consumer Helpline and other competent authorities.