Return & Refund

In cases where an eligible replacement cannot reasonably be processed, or where refund is the appropriate resolution, a refund may be approved after verification.

Refund eligibility depends on factors such as:

• Nature of the complaint.
• Product condition.
• Delivery status.
• Payment status.
• Seller verification, where applicable.
• Applicable return/refund conditions.

Once an eligible refund is approved and the required verification is completed, the refund is generally initiated within 5–7 business days.

The time taken for the amount to reflect after refund initiation may vary depending on the customer's bank, payment instrument or payment service provider.

If you receive a wrong product, damaged item, materially broken packaging or a missing item, please report the matter promptly.

Customers may be asked to provide:

• Order ID.
• Photographs of the package/product.
• Shipping label.
• Unboxing video, where available.
• Any other information reasonably required for verification.

Open-box delivery may be available only for selected products, sellers, locations or courier partners.

Where this facility is specifically offered, customers should inspect the item according to the applicable delivery process before confirming acceptance.

If a clearly wrong or physically damaged product is identified during eligible open-box delivery, use the available rejection/reporting process and contact Umekart if required.

If tracking, SMS, email or the order page shows your parcel as Delivered but you have not received it, report the issue as soon as possible.

We recommend reporting such cases within 7 days of the recorded delivery confirmation so that courier and delivery records can be investigated promptly.

Umekart may coordinate with the applicable seller, courier partner or fulfilment provider to verify available delivery information.

For eligible prepaid orders, refunds are generally processed through the original or supported payment route once the refund has been approved.

The final credit timeline may depend on the bank or payment service provider.

Where an eligible Cash on Delivery order requires a refund, Umekart may request suitable bank/payment information or use another supported refund method.

Such information should only be provided through authorised Umekart channels.

Never share an OTP, UPI PIN, card PIN or banking password to receive a refund.

If an eligible prepaid order is successfully cancelled after payment has been captured, the applicable refund will be processed according to the refund process.

Orders that have already progressed into packing, dispatch or delivery may no longer remain eligible for cancellation.

In some cases, a bank or payment provider may show a debit even though Umekart has not received successful payment confirmation.

Such transactions may be reversed or reconciled according to the bank/payment-provider process.

If the amount does not reverse within the applicable processing period, contact Umekart support with the transaction reference and Order ID.

Umekart is a marketplace-enabled platform and products may be fulfilled by different participating sellers.

For a seller-fulfilled order, Umekart may coordinate with the applicable seller, fulfilment provider or logistics partner while reviewing an eligible claim.

Where only one or some items in an order qualify for refund, the refund may be calculated only against the affected items.

Order-level discounts, coupons or promotional benefits may also be adjusted where applicable.

Promotional benefits linked to a cancelled, returned or refunded order may be reversed or adjusted according to the applicable offer conditions.

This may include coupons, prepaid discounts, promotional credits or reward benefits.

Umekart may review claims where available information suggests fabricated evidence, false non-delivery claims, product substitution, repeated abusive returns or other misuse.

Appropriate restrictions or claim action may be taken subject to applicable law and the facts of the matter.

Nothing in this policy is intended to exclude any consumer right or remedy that cannot legally be excluded.

Genuine complaints concerning damaged, defective, incorrect, misdescribed or undelivered products will be reviewed according to the facts, applicable policies and applicable law.