Cancellations, returns and refunds

Cancelling an order

• You can cancel an order in the app until the shop accepts it. There is no cancellation charge, from us or from the shop.
• The shop can decline your order, or cancel it after accepting until it is out for delivery or ready for pickup. The app tells you if this happens, and why.
• After the shop accepts, contact the shop from the order screen if you need to change or stop the order.
• A repeat (scheduled) delivery can be paused or cancelled in the app at any time; this stops future deliveries, not one the shop has already accepted.

Returns

Returns are handled by the shop that sold the goods. Where a shop accepts returns, its return window is shown on the product and in your cart before you order. Contact the shop from the order screen within that window. If a shop does not show a return window, ask the shop before ordering.

This does not affect your rights under the Consumer Protection Act, 2019 — for example if goods are defective, damaged, not as described, or not delivered.

Refunds

Buyer orders are paid to the shop in cash on delivery or at pickup, or on udhaar. Digi Dukaan does not hold your money, so refunds for a paid order are made by the shop, and udhaar corrections are made by the shop in your udhaar record (you can dispute an udhaar entry in the app).

Warranty

Any warranty or guarantee is given by the manufacturer or the shop, not by Digi Dukaan. Ask the shop for the warranty card or terms when you receive the goods.

Shop owners: Pro plans

Pro plan payments are not refundable, except a payment taken twice or taken without a plan being activated. The full terms are in the Seller Terms, section 6.

If you cannot resolve it with the shop

Raise a complaint in the app (Privacy & Legal → Complaints) or contact our Grievance Officer — see Grievance redressal. We acknowledge a complaint about an order within 48 hours, send you a copy of it with a reference number, and resolve it within one month.