Cancellation & Refund Policy

Counsel must review this page before it takes effect. It is also one of the pages a payment gateway checks before activating a live merchant account, so it needs to be finished early rather than last.

Cancelling an order

Before dispatch — cancel it yourself from your orders, free, for any reason. The full amount including delivery is refunded.

After dispatch, before delivery — [FILL IN: counsel to decide. The options are: allow with the return cost borne by the customer, or refuse and route it through returns after delivery. Say which, plainly.]

After delivery — this becomes a return rather than a cancellation. See the Return & Replacement Terms.

When GFX or the seller cancels

We will cancel and refund you in full where:

• The seller cannot supply the item
• The item cannot be delivered to your address
• Payment could not be confirmed
• The listing carried an obvious error in price or description — [FILL IN: counsel to word this; an unreasonable version of this clause is worse than none]
• We have reason to believe the order is fraudulent

A cancellation for want of stock is a failure by the seller, not by you. It counts against their standing on GFX. You get every rupee back, including delivery.

When a refund is due

Situation	Refunded
Cancelled before dispatch	Item value and delivery, in full
Cancelled by GFX or the seller	Item value and delivery, in full
Delivery failed and the item came back	Item value and delivery, in full
Item returned — damaged, faulty, wrong, incomplete	Item value in full; delivery refunded where the whole order came back
Returned for change of mind	Item value. Delivery: [FILL IN]
Replacement cannot be supplied	Item value in full
Second failure on the same order	Item value in full — replacement is not attempted again

Where a return is rejected on inspection — the item comes back used, incomplete or damaged by you — no refund is due and the item is returned to you. You are told why, in writing, in words. If you disagree, escalate it.

How a refund is paid

To the original payment method. We do not refund to a different account, a wallet or store credit unless you ask us to and we agree.

Stage	Timing
Cancelled before dispatch	Initiated within [FILL IN] of cancellation
Returned item	Initiated within [FILL IN] of the return passing inspection
Money in your account	Depends on your bank or card issuer, typically [FILL IN] after we initiate

The second row is the one that causes complaints. We can say when we sent it and we can give you the reference; we cannot make a bank move faster. Ask us for the reference and your bank will trace it.

Prepaid versus cash on delivery

[FILL IN: confirm whether COD is offered. If it is, say how a COD refund is paid — bank transfer against details collected at refund time — and how long it takes.]

Partial orders

Where an order contains items from more than one seller, each is cancelled, returned and refunded separately. Delivery is refunded proportionately, and in full where the whole order comes back.

Something not right

Start with customer care. If a refund is late or the amount is wrong, tell us the order reference and we will trace it. Unresolved, escalate to the Grievance Officer on the same page.