1. Scope and Applicability
This Policy applies to all orders placed on the Gramodhaya Platform, unless expressly stated otherwise on the product detail page.
Each product listing shall clearly indicate whether the product is returnable, replaceable, or non-returnable, along with the applicable return window.
Gramodhaya does not manufacture, store, or sell products listed on the Platform. All products are sold and fulfilled by independent third-party vendors, and vendor-specific return conditions may apply in addition to this Policy.
2. Order Cancellation
2.1 Cancellation by User
Users may cancel an order:
- Before the order is shipped, through the “Your Orders” section of the Platform; or
- After shipment, only in accordance with the return conditions applicable to the product category and upon conditions imposed by the third party shipping company, namely Shiprocket.
- If multiple items are shipped together under a single shipment or tracking number, cancellation of one item may result in cancellation of the entire shipment, depending on logistics constraints.
- Partial cancellation of orders may be permitted where logistics, vendor fulfilment status, and system constraints allow. Gramodhaya does not guarantee partial cancellations in all cases. Orders may be cancelled without charge prior to dispatch confirmation.
- Once an order has been shipped, cancellation is generally not permitted, and customers must initiate a return after delivery, subject to eligibility conditions.
- Orders returned due to customer-related reasons, including but not limited to incorrect address, customer unavailability, or refusal to accept delivery, shall be assessed on a case-by-case basis.
2.1.1 Cancelled, Rejected, or Undelivered Orders
In cases where:
- An order is cancelled before delivery
- Delivery is refused by the customer
- Delivery fails due to address or recipient unavailability
- An order is cancelled by the vendor or logistics partner
And payment has already been made, a refund will be initiated to the original payment method and processed as per the applicable timelines.
2.2 Cancellation by Vendor
A vendor may cancel an order in cases including but not limited to:
- Product unavailability
- Pricing or listing errors
- Inability to fulfil the order within the committed timeline
- Force majeure or logistical constraints
In such cases, the user shall be notified, and any payment collected shall be refunded in accordance with this Policy.
2.3 Cancellation by Gramodhaya
Gramodhaya reserves the right to cancel an order in exceptional circumstances, including:
- Suspected fraudulent activity
- Violation of Platform policies
- Regulatory or legal non-compliance by the vendor
- System or technical errors
Such cancellations shall not attract any liability on Gramodhaya beyond facilitating the applicable refund.
Gramodhaya does not impose cancellation charges on consumers unless similar charges are also borne by the platform or Vendor in cases of unilateral cancellation.
3. Refunds
3.1 Refund Eligibility
Refunds shall be initiated once:
- The returned product is received by the vendor; or
- The return request is approved in cases where physical return is not required
- In such cases, the item may be returned to the vendor through the designated logistics partner, and a refund will be initiated upon confirmation of return, subject to vendor verification.
3.2 Mode of Refund
Refunds may be processed through one of the following modes:
- Original payment method
For “Pay on Delivery” orders, refunds may be issued to original payment method/Bank details given.
3.2.1 Refunds for Cash on Delivery (COD) Orders
For Cash on Delivery (COD) orders, including Pay-on-Delivery transactions, refunds will be processed through:
- Bank transfer (NEFT/IMPS), or
- Any other payment mode enabled on the platform from time to time.
Customers must ensure that accurate bank account details are provided to receive refunds.
To add or update bank account details:
- Go to Your Orders
- Select the relevant order
- Choose Return or Replace Items
- Select Refund to your bank account
- Choose Add a new bank account
- Enter correct bank details and confirm
Note:
- Refunds cannot be processed to third-party bank accounts.
- The name on the Gramodhaya account must match the bank account holder’s name.
3.3 Refund Timelines
Refund timelines depend on the mode of refund selected.
- UPI / Wallets: 9–15 business days
- Debit / Credit Card: 9–15 business days
- Net Banking: 9–15 business days
- Bank Transfer (NEFT/IMPS): 9–15 business days
Approved refunds shall ordinarily be processed within nine (9) business days from the date of refund approval, subject to verification of returned products, vendor confirmation, and processing timelines of banks or payment partners. Expected timeline starts from the date after return picked up and refund approval after verification.
Timelines are indicative and may vary depending on banking partners and external systems. All approved refunds are processed within a reasonable period and in accordance with applicable laws and RBI guidelines, depending on the original mode of payment.
Customers will be notified via the application/email/SMS once the refund is initiated. Customers opting for bank account refunds must ensure that correct bank account details are provided.
3.4 Tracking Refund Status
Customers can track the status of refunds by:
- Visiting Your Returns
- Selecting the relevant order from the recent orders list
- Viewing the refund and return status
Refund details may also be available under Order Details in the Your Orders section.
Note: Refund status will be visible only for orders where a return or cancellation request has been successfully initiated.
3.5 Refund Processing Conditions
Please note:
- Refunds are generally initiated only after the item is picked up and reaches the vendor, unless otherwise specified.
- Delays may occur due to vendor verification, courier delays, or bank processing timelines.
- If the refund is not credited within the expected timeframe, customers may contact their bank using the Refund Reference Number (RRN) provided in the transaction details.
3.6 Partial Refunds and Price Adjustments
In certain circumstances, Gramodhaya or the vendor may process partial refunds or price adjustments, including but not limited to the following situations:
- Missing items in a multi-item order
- Partial damage affecting only a portion of the order
- Adjustments relating to bundled offers, promotional pricing, or discounts applied at the time of purchase
Any such refund or adjustment shall be determined based on the value of the affected item(s) and the applicable promotional terms.
4. Returns and Replacements
4.1 Eligibility for Return or Replacement
Products may be eligible for return or replacement if:
- The product is marked as “returnable” or “replaceable” on the product detail page; and
- The request is raised within the specified return window of 7 days from the date of delivery.
- Customers must report issues within 2 days of delivery in the following cases:
- Wrong item delivered
- Missing item
- Order marked delivered but not received
- Return and replacement eligibility may vary based on product category, nature of goods, and vendor-specific conditions. Category-specific eligibility details, including exclusions and special conditions, shall be displayed on the product listing or at checkout.
- Certain categories of products may be non-returnable. Unless expressly stated otherwise, items that are unused, in original condition, and returned within the applicable return window may be eligible for return.
- Examples of non-returnable items may include, without limitation, customised or made-to-order goods, perishable items, personal hygiene products, opened consumables, or such other categories as may be specified on the product listing or at checkout.
- Other Category-level non-returnable items, if any, shall be clearly disclosed on the product page or during checkout.
Certain categories of products may be non-returnable due to hygiene, perishability, or statutory restrictions, which shall be clearly disclosed at the time of purchase.
4.2 Damaged, Defective, or Incorrect Products
A product may qualify as damaged, defective, or incorrect if, at the time of delivery, it meets one or more of the following conditions:
- Product is not in working condition or has visible damage (cuts, dents, cracks, broken parts, scratches)
- Product seal is broken or shows signs of leakage
- Product is missing parts, accessories, or components
- Product delivered does not match the description, colour, or specifications
- Product is expired
- Product appears counterfeit or unauthentic
- Outer packaging is intact, but the product inside is missing or incorrect
Users may be required to upload clear images and videos of the product and packaging to support the return or replacement request.
4.3 Return Process
To initiate a return or replacement, users must:
- Log in to their Gramodhaya account
- Navigate to “Your Orders”
- Select the relevant order
- Choose the reason for return or replacement
- Follow on-screen instructions for pickup or self-shipping, as applicable
Return pickup or self-shipment procedures shall depend on:
- Vendor fulfilment model of the shipping company
- Courier partner coverage
- Product category
4.4 Prevention of Misuse
Gramodhaya reserves the right to monitor return and refund activity for misuse or fraudulent claims. Where a user repeatedly raises abusive, excessive, or fraudulent return requests, Gramodhaya may take appropriate action including restricting return privileges, suspending user accounts, or cancelling orders, in accordance with applicable platform policies.
5. Roles and Responsibilities
5.1 Vendor Responsibilities
Vendors are solely responsible for:
- Product quality, authenticity, and compliance
- Packaging and deliver to be shipped.
- Acceptance and processing of return or replacement requests
- Issuance of refunds in accordance with this Policy
- Vendors may be penalised for avoidable cancellations or returns attributable to vendor fault.
- Where a valid reason exists, vendors may be required to bear return logistics costs, in accordance with the vendor agreement and platform policies.
Any disputes arising from product defects, quality issues, quantity issues, or non-compliance shall be addressed by the vendor directly. Gramodhaya shall not be liable for consequential customer losses, inconvenience, or alternative purchase costs arising from such cancellations.
5.2 Gramodhaya’s Role
Gramodhaya:
- Acts solely as a facilitating marketplace intermediary
- Provides the technological infrastructure for order placement, payment, and communication
- Assists in dispute resolution through Platform-level support mechanisms
- Does not assume ownership, possession, or control of products
Gramodhaya shall not be liable for vendor defaults, courier delays, or product-level issues beyond its obligations under applicable law.
6. Dispute Resolution and Grievance Redressal
Users may raise concerns through Gramodhaya’s grievance redressal mechanism in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-commerce) Rules, 2020. All return and refund disputes must first be raised and routed through Gramodhaya’s platform support. External escalation shall be considered only after exhaustion of internal resolution mechanisms.
Details of the Grievance Officer, timelines for response, and escalation mechanisms shall be provided on the Platform. Each consumer complaint is assigned a unique ticket number, enabling the consumer to track the status of grievance redressal.
7. Policy Updates
Gramodhaya reserves the right to modify this Policy at any time. Updated versions shall be published on the Platform and shall apply prospectively.
8. Force Majeure
Gramodhaya, vendors, and logistics partners shall not be liable for delays in cancellation processing, returns, replacements, or refunds where such delay arises due to events beyond reasonable control, including but not limited to natural disasters, acts of God, strikes, labour disputes, logistics disruptions, government restrictions, public health emergencies, or failures of telecommunications or payment infrastructure. In such cases, affected processes shall be completed as soon as reasonably practicable after the cessation of the force majeure event.