Refund policy
At ShoppiWala, we want you to feel confident when shopping with us. If something isn't right with your order, we are here to help. This Return and Refund Policy explains when you can request a return, replacement, exchange, or refund, how to contact us, and what to expect during the process. Please read this policy before placing an order. Nothing in this policy limits any consumer rights or remedies available to you under applicable law.
1. Return Eligibility You may request a return, replacement, or refund if your order meets our applicable conditions. Eligible reasons include products that arrive damaged during transit, defective items that do not function as reasonably expected or possess manufacturing defects, and incorrect items where you receive a different product, size, color, or variant than ordered. You are also covered if one or more items in your order are missing, if the product materially differs from its description on our website, or if your request qualifies under applicable consumer protection law. For a return based on a change of mind, eligibility depends on the product category, the conditions stated on the product page, and applicable law. Products must meet the relevant return conditions, and where reasonably applicable, we may ask that the item be returned with its original packaging, accessories, tags, manuals, and proof of purchase. Missing packaging or the inability to provide a particular photograph will not automatically remove a remedy required by applicable law.
2. Return Request Timeframe Please contact us within 7 days of delivery to request a return, replacement, or refund under this policy. To help us investigate your request quickly, please provide your order number, the email address or mobile number used when placing the order, the reason for your request, and clear photographs or a short video showing the issue where reasonably available. Our team will review your request and explain the next steps, including whether the item needs to be returned. This timeframe is our standard request window and does not restrict any longer period or remedy that may apply under consumer protection law, a product warranty, or a specific offer.
3. How to Request a Return To initiate the process, contact us by emailing shoppiwala@gmail.com with the subject line formatting "Return or Refund Request – Order [Your Order Number]". In your message, provide your order details, including a description of the issue and supporting photographs or other relevant information. We will review your request and contact you within two business days with instructions. If a return is required, we will provide the approved return address and guidelines; please do not send a product to an unconfirmed address. Depending on the circumstances, we will then arrange an eligible refund, replacement, exchange, repair, or another appropriate resolution.
4. Damaged, Defective, Incorrect, or Missing Products If you receive a damaged, defective, incorrect, or incomplete product, please contact us at shoppiwala@gmail.com as soon as reasonably possible. Include your order number and any relevant evidence that helps us understand the problem so we can investigate and coordinate with the relevant supplier or delivery partner. Depending on the circumstances and applicable law, the available resolution may include a replacement product, a refund, a repair, or a return with the associated shipping arrangements handled as required by law. You will not be required to bear return shipping costs for an issue for which we are responsible.
5. Refund Policy If your refund request is approved, we will initiate the refund in accordance with this policy and applicable law. Where possible, refunds will be issued to the original payment method, while eligible Cash on Delivery (COD) orders may be refunded through a supported bank transfer, UPI method, or another agreed lawful payment method. We will never ask you to disclose your UPI PIN, banking password, or OTP to receive a refund. We aim to initiate approved refunds within 5 to 7 business days, though the time taken for the amount to appear in your account may depend on your bank or payment provider. Where appropriate and permitted by law, a partial refund may be offered if you agree to keep an item with a minor issue or if only part of an order qualifies for a refund.
6. Exchanges and Replacements If you receive a damaged, defective, or incorrect product, you may be eligible for a replacement, subject to product availability and applicable law. For exchanges requested because of a change of mind, availability depends on the product, the applicable return conditions, and stock availability. To request an exchange, email shoppiwala@gmail.com with your order number and the product you would like instead.
7. Non-Returnable Items Some products may not be eligible for change-of-mind returns because of their nature, hygiene considerations, or personalization. These categories may include personalized or custom-made products, certain hygiene-sensitive items, digital products, and items expressly identified as non-returnable before purchase. However, a non-returnable designation does not remove any remedy required by law for defective, damaged, unsafe, spurious, misdescribed, or incorrectly supplied products.
8. Return Shipping Costs If a product is damaged, defective, incorrectly supplied, or otherwise qualifies for a remedy for which we are responsible, we will arrange or reimburse reasonable return shipping costs. For eligible voluntary returns, such as a change of mind, the customer is responsible for covering the return shipping costs, and any applicable deductions will be disclosed before the return is completed. Please contact us before sending any return so we can confirm the correct procedure and address for items returned without prior authorization.
9. Order Cancellations If you wish to cancel an order, contact us at shoppiwala@gmail.com as soon as possible with your order number. We will try to stop fulfillment if the order has not yet been dispatched, but once an order is in transit, cancellation may no longer be operationally possible and a standard return may be necessary instead.
10. Orders That Are Delayed, Lost, or Undelivered If your order has not arrived within the estimated delivery period, please email us with your order number and tracking information so we can investigate with the relevant courier. If an order is confirmed lost, undelivered, or otherwise qualifies for a refund, we will communicate the available options to you.
11. Refunds for Promotions and Bundled Orders If you purchase a product using a discount, coupon, or promotional offer, the refund amount will be calculated according to the actual amount paid and the applicable offer terms. If only part of an order is returned, any refund will reflect the eligible item and any applicable allocation of the discount.
12. Product Warranties Some products may include a manufacturer's or seller-provided warranty. Where a warranty applies, its duration, scope, exclusions, and claim process will be clearly communicated in the product listing or accompanying documentation.
13. Policy Abuse and Fraudulent Claims We reserve the right to investigate suspected fraudulent return requests, falsified evidence, or deliberate misuse of our return process. We may request reasonable information to verify a claim and may decline a request where it is not eligible under the applicable policy and law.
14. Changes to This Policy We may update this Return and Refund Policy to reflect changes in our products, fulfillment arrangements, business operations, or legal requirements. The latest version will always be published on this page with an updated date.
15. Contact Us If you have questions about returns, replacements, cancellations, or refunds, please contact us at ShoppiWala by emailing shoppiwala@gmail.com.