1. Overview
We want you to shop with confidence. This policy explains when you may cancel an order, request a return, and receive a refund. Eligibility may vary by product category, seller, and the settings displayed on the product and order pages at the time of purchase.
2. Order Cancellation (Before Dispatch)
- You may cancel an order from your order details page if cancellation is available and the order has not shipped.
- Cancellation eligibility depends on order status and whether all items in the order allow cancellation (some products are marked non-cancellable).
- If you cancel a prepaid order, the refund amount may be calculated based on the product's configured cancellation refund percentage. Wallet and online payment portions are credited/refunded separately as shown in the cancellation confirmation.
- A cancellation reason may be required. Once cancelled, the order cannot be restored.
3. Return Window
Most eligible products may be returned within 7 days of delivery unless a different period is stated on the product or order page. The return window starts from the delivery date recorded in your order status.
Return eligibility is shown on your order details page after delivery. Products marked as non-returnable at purchase cannot be returned except where required by law or in cases of defect/wrong item as below.
4. Return Eligibility
To qualify for a standard return:
- The item must be unused, unworn, unwashed, and in original condition with all tags, labels, and accessories.
- Original packaging, freebies, and invoice must be included where applicable.
- Return request must be submitted within the return window from your order page.
- Customised, personalised, intimate apparel, perishables, and certain hygiene products may be non-returnable unless defective or incorrect.
5. How to Return
- Go to Orders → select your order → choose the shipment and click "Request return".
- Describe the reason for return (minimum details as prompted).
- After approval, follow pickup/ship-back instructions provided by email or on the order page.
- Keep proof of handover to the courier until the return is received and verified.
6. Refunds
- Refunds are initiated after we receive and inspect the returned item(s).
- Prepaid orders: refund is processed to the original payment method or wallet as applicable. Bank/UPI processing may take 5–10 business days after initiation.
- COD orders: refunds for eligible returns are processed to your bank account or Assistpedia wallet as communicated during the return process.
- Wallet coins used on an order are restored to your wallet when the refund is approved, subject to programme rules.
- Shipping charges may be non-refundable except where the return is due to our error, a defective product, or a wrong item delivered.
7. Defective, Damaged or Wrong Items
If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery with photos and your order number. We will arrange replacement, return pickup, or refund as appropriate, even for categories that are otherwise non-returnable.
8. Return Rejections
Returns may be rejected if items are used, damaged by the buyer, missing parts/packaging, returned outside the window, or not matching the order. Rejected returns may be shipped back to you at your cost where feasible.
9. Need Help?
For return or refund assistance, email support@assistpedia.com with your order number or use the order page support options.