Cancellation Policy

Clear cancellation and refund information for every order.

Refund and Order Cancellation Policy

This Refund and Order Cancellation Policy explains how cancellation and refunds are handled on PanchDhaga, a multi-vendor online marketplace. As products are listed and fulfilled by different Vendors, the applicable cancellation and refund terms may vary according to the Vendor, Product category, order status, and terms displayed on the Product page or Order confirmation page.

If there is any difference between this general policy and the specific terms displayed for a Product or Order, the Product page or Order confirmation details will generally take precedence.

Cancellation Policy

For Orders eligible for cancellation, customers may request cancellation before the Order is shipped, dispatched, or handed over for delivery. Once an Order has been shipped or its cancellation window has expired, it may not be cancelled.

The cancellation window may vary by Product category, Vendor, delivery method, and Order status. The applicable time limit shown on the Product page, checkout page, or Order confirmation page will be considered the relevant cancellation window.

Some Products may be marked as non-cancellable or non-returnable. This may include food, perishable items, personalised products, customised products, hygiene-sensitive products, digital products, or other Products identified by the Vendor.

Cancellation Charges

In some cases, free cancellation may not be available after the specified cancellation window or after the Vendor has started processing the Order. A cancellation fee may apply where it is clearly communicated on the Product page, checkout page, or Order confirmation.

The applicable cancellation fee, if any, may depend on the Product category, preparation or processing status, delivery arrangements, Vendor policy, and costs already incurred. PanchDhaga may waive, modify, or review a cancellation fee in appropriate cases.

Seller-Initiated Cancellation

A Vendor may cancel an Order because of Product unavailability, inventory errors, store closure, inability to fulfil the Order, serviceability limitations, suspected fraud, or other unforeseen circumstances.

If a prepaid Order is cancelled by the Vendor and the cancellation is accepted by PanchDhaga, the eligible amount will be refunded to the customer. Refund timing may depend on the payment method and the payment service provider.

PanchDhaga-Initiated Cancellation

PanchDhaga may cancel or decline an Order where the Product is unavailable, the delivery location is not serviceable, a payment cannot be verified, a technical or pricing error occurs, delivery services are unavailable, or fraud or misuse is suspected.

Where a prepaid Order is cancelled by PanchDhaga for reasons not attributable to the customer, an eligible refund will be initiated according to the payment and refund process described below.

Refund Eligibility

Refund eligibility depends on the Product page, Vendor policy, Order status, payment status, cancellation reason, and applicable law. Refunds may generally be considered in the following situations:

• An eligible Order is cancelled before shipment.
• A prepaid Order is cancelled by the Vendor due to stock unavailability or other unforeseen circumstances.
• An Order is cancelled by PanchDhaga because it cannot be fulfilled or delivered.
• Payment was successfully captured but the Order was not accepted or could not be processed.
• A refund is approved under the applicable Return and Refund Policy or Vendor policy.
• The Product was not delivered due to reasons attributable to the Vendor, PanchDhaga, or the delivery process, subject to verification.

Non-cancellable Products may not qualify for a refund merely because the customer changes their mind. A refund may still be considered where the Product was not delivered, the Vendor cancelled the Order, or the refund is required under the applicable Product policy or law.

Refund Process

1. The cancellation or refund request is submitted through the Platform or customer support.
2. PanchDhaga or the relevant Vendor verifies the Order status, payment, cancellation reason, and eligibility.
3. Once approved, the refund is initiated through the applicable payment service provider.
4. The refund is normally sent to the original payment method used for the purchase.

Refunds generally take 5 to 7 business days to reflect in the customer's bank account after they have been processed. The actual time may vary depending on the bank, card issuer, UPI provider, wallet, payment gateway, or other financial institution.

Refund Amount and Charges

The refund amount may depend on the Product price, applicable taxes, delivery charges, cancellation charges, discounts, coupons, platform fees, and the reason for cancellation.

Delivery charges or other service fees may not be refundable where the service has already been provided or where the cancellation is attributable to the customer, subject to applicable law and the terms shown during checkout.

Where a coupon, promotional offer, wallet balance, or other discount was used, the refund may be adjusted according to the terms of that offer.

Refund Method

Approved refunds will normally be credited to the original payment method used during the purchase. In certain situations, PanchDhaga may offer another permitted refund method, store credit, or an alternative resolution.

Customers are responsible for providing accurate payment and account information. PanchDhaga is not responsible for delays caused by incorrect details or by the customer's bank or payment provider.

How to Request Cancellation or Refund

1. Log in to your PanchDhaga account.
2. Open the My Account or Orders section.
3. Select the relevant Order.
4. Choose the available cancellation, refund, or support option.
5. Provide the reason and any supporting information requested.

If the option is not available, contact customer support with your Order ID, registered mobile number, payment reference, and details of the issue.

General Conditions

• PanchDhaga may review and verify every cancellation or refund request.
• Refunds are not guaranteed for Orders that are outside the applicable cancellation window.
• False, fraudulent, repeated, or abusive refund requests may result in account suspension or other action.
• The Product page, Vendor policy, and Order confirmation may contain additional category-specific conditions.
• PanchDhaga may modify or waive refund conditions where appropriate and as permitted by applicable law.
• In case of a dispute, PanchDhaga may review the Order records, Vendor information, payment status, delivery information, and customer communications before providing a resolution.

Changes to This Policy

PanchDhaga may update this Refund and Order Cancellation Policy from time to time. Any revised version will be published on this page with an updated date. Customers should review the policy before placing an Order.

Contact Us

For questions or concerns regarding an Order cancellation or refund, please contact PanchDhaga customer support with your Order ID and payment details.

Last Updated: September 21, 2026