At JanataMart, customer satisfaction is our priority. This policy explains our order cancellation and refund procedures.
1. Order Cancellation
1.1 Cancellation by Customer
Before Order Confirmation:
- You can cancel your order anytime before it is confirmed by the vendor
- Full refund will be processed if payment was made online
- No charges for cash on delivery orders
After Order Confirmation:
- Orders confirmed by vendors cannot be cancelled through the app
- You must contact customer support immediately
- Cancellation will be subject to vendor approval
- Cancellation charges may apply (up to 10% of order value)
After Order Dispatch:
- Orders cannot be cancelled once dispatched
- You may refuse delivery and initiate a return instead
1.2 Cancellation by JanataMart
We reserve the right to cancel orders in the following cases:
- Product unavailability
- Pricing errors
- Suspected fraudulent activity
- Inability to deliver to the specified address
- Force majeure events
Full refund will be processed if the order was prepaid.
2. Returns Policy
2.1 Eligible Returns
You can return products in the following cases:
- Damaged Products: Items received in damaged condition
- Incorrect Items: Wrong product delivered
- Quality Issues: Products not meeting quality standards
- Missing Items: Items missing from your order
2.2 Return Timeline
- Report issues within 24 hours of delivery
- Fresh produce must be reported within 2 hours of delivery
- Provide clear photos as evidence
2.3 Non-Returnable Items
The following items cannot be returned:
- Products without original packaging
- Products that have been used or consumed
- Items not reported within the specified timeline
- Products damaged due to customer mishandling
3. Refund Policy
3.1 Refund Process
- Refunds will be processed after verification of the issue
- Our team will review your complaint within 24-48 hours
- Approved refunds will be initiated within 3-5 business days
3.2 Refund Methods
For Online Payments:
- Refund to original payment method
- Credit/debit cards: 5-7 business days
- UPI/Wallets: 3-5 business days
- Net Banking: 5-7 business days
For Cash on Delivery:
- Refund via bank transfer (requires account details)
- Store credit to your JanataMart wallet
3.3 Partial Refunds
Partial refunds may be issued for:
- Some items missing from the order
- Partial damage to products
- Quantity discrepancies
4. How to Request Cancellation or Refund
Through the App:
- Go to 'My Orders'
- Select the order you want to cancel/return
- Click 'Cancel Order' or 'Report Issue'
- Select reason and submit
Contact Customer Support:
- Phone: +91 9876543210
- Email: support@janatamart.com
- In-app chat support
5. Replacement Options
Instead of refunds, you may opt for:
- Product replacement (subject to availability)
- Store credit for future purchases
- Exchange for similar products
6. Special Cases
6.1 Promotional Orders
- Orders placed during promotional offers may have different cancellation terms
- Cashback and discount vouchers will be revoked upon cancellation
6.2 Subscription Orders
- Recurring orders can be paused or cancelled anytime
- Already dispatched orders follow standard cancellation policy
7. Important Notes
- Provide accurate information when reporting issues
- Keep products in original condition until verification
- Refund processing time may vary based on bank/payment provider
- JanataMart reserves the right to refuse refunds for fraudulent claims
8. Contact Us
For any questions regarding cancellations or refunds:
Customer Support: +91 9876543210
Email: refunds@janatamart.com
Support Hours: 6:00 AM - 10:00 PM (Mon-Sat)
Address: Vijayawada, Andhra Pradesh, India - 520001