Refund Policy
Last updated: December 2024
Important: Seller-Managed Refunds
Naatu Sandhai is a marketplace platform. All refunds are processed directly by the individual sellers. The seller from whom you purchased the product is responsible for issuing your refund.
1. When Are Refunds Issued?
Refunds are typically issued in the following situations:
- Product return has been accepted and received by seller
- Order cancelled before shipping
- Product not delivered within promised timeframe
- Duplicate payment made by mistake
- Seller unable to fulfill the order
- Payment failed but amount deducted
2. Refund Methods
Online Payments (PhonePe/UPI/Cards)
Refunds for online payments will be credited back to the original payment method (bank account, UPI, or card) within 5-7 business days after the seller initiates the refund.
Cash on Delivery (COD)
For COD orders where you've already paid, refunds may be processed via bank transfer. You'll need to provide your bank account details to the seller.
Store Credit (If Offered)
Some sellers may offer store credit or vouchers instead of cash refunds. This is at the seller's discretion and you can request actual refund if preferred.
3. Refund Timeline
| Stage | Timeline |
|---|---|
| Return request to seller | 1-2 business days for response |
| Seller receives returned product | Depends on shipping (3-7 days typically) |
| Seller inspects and approves refund | 1-3 business days |
| Refund initiated by seller | 1-2 business days |
| Amount credited to your account | 5-7 business days |
| Total Time | 10-20 business days |
* Actual timelines may vary by seller and payment method
4. Refund Amount
Full Refund
Full refund (including shipping) is typically provided when:
- Wrong product was delivered
- Product was damaged during shipping
- Product was defective or expired
- Order was cancelled before shipping
Partial Refund
Partial refund may be issued when:
- Product returned due to buyer's change of mind (shipping may be deducted)
- Product shows signs of use
- Original packaging or accessories are missing
- Seller offers partial refund as resolution
5. Non-Refundable Items
The following items are generally NOT eligible for refunds:
- Perishable goods (food items consumed or expired)
- Personal care items that have been opened/used
- Custom or personalized products
- Digital products or services
- Items damaged by the buyer
- Items returned without original packaging
- Items where return window has expired
6. How to Request a Refund
- Contact the Seller
Reach out to the seller using the contact information in your order confirmation (phone, WhatsApp, or email).
- State Your Request Clearly
Provide your order number, explain the issue, and request a refund. Include photos if relevant.
- Follow Return Process (if required)
If the product needs to be returned, follow the seller's instructions. See our Return Policy.
- Provide Bank Details (for COD)
For COD refunds, provide your bank account name, number, and IFSC code to the seller.
- Track Your Refund
Ask the seller for refund confirmation and track the amount in your bank/payment app.
7. Cancellation Refunds
Before Shipping
If you cancel before the seller ships, you're eligible for a full refund. Contact the seller immediately to cancel.
After Shipping
Once shipped, cancellation may not be possible. You'll need to receive and return the product following the return process.
Seller Cancellation
If the seller cancels your order (out of stock, etc.), you'll receive a full refund automatically.
8. Failed or Stuck Payments
If your payment was deducted but the order was not placed:
- Wait for 24-48 hours - amount is usually auto-refunded
- Check with your bank/payment app for pending transactions
- If not reversed within 5 business days, contact Naatu Sandhai support
- Keep your transaction reference ID for follow-up
9. Naatu Sandhai's Role
As a marketplace platform:
- We do NOT directly process refunds - sellers handle all refunds
- We may assist in communication if there are disputes
- For payment gateway issues (PhonePe), we can help coordinate
- We encourage fair refund practices from all sellers
10. Refund Disputes
If you're having trouble getting your refund:
- Document all communication with the seller
- Send a clear written request with deadline to the seller
- If no response, contact Naatu Sandhai support
- We will attempt to mediate between you and the seller
- For unresolved cases, you may need to pursue legal remedies
11. Contact Us
For refund-related queries or to escalate an issue:
Naatu Sandhai Support
Email: [email protected]
Please include your order number and seller details in your email.