Cancellation and Refund

If I request for a replacement, when will I get it?

Visit My Orders to check the status of your replacement.

In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up. Please check the SMS & email we send you for your replacement request for more details.

Which products are not eligible for returns?

The following table contains a list of products that are not eligible for returns as per the seller’s Returns Policy:

 

Category Products that can’t be returned
Auto Accessories Additives, Air Fresheners, Brighteners, Cleaners, Bike/Car Stickers, Degreasers, Dent/Scratch Removers, Filler Putty, Headlight Vinyl Films, Liquid Solutions, Lubricants, Polish, Power Steering Fluids, Sealants, Oils and Wax
Automobiles Cars, Mopeds, Motorcycles and Scooters
Bath and Spa Bath Bubble/Salt/Sponge/Wash, Body Wash, Loofahs, Scrubs, Shampoos and Soaps
Baby Care Bottle Nipples, Breast Nipple Care, Breast Pumps, Diapers, Ear Syringes, Nappy, Wet Reminder, Wipes and Wipe Warmers
Cleaning Products Cleaning Gels, Detergents, Detergent Pods, Fabric Wash Products, Surface Cleaners, Stain Removers and Washing Bars/Powder
Computer Accessories Blank/Educational Media, CDs/DVDs, Ink Toners, Music, Movies and Software
Food and Nutrition Canned Food, Condiments, Drinks, Fruits, Health Supplements, Meat, Seafood, Syrups, Vegetables and other Edible Products
Fashion Baby Dolls, Clothing Freebies, Lingerie Wash-bags, Shapewear, Socks, Stockings and Swimsuits
Footwear Accessories Oils, Glue, Grease, Socks, Shoe Deodorants/Polish Creams/Sprays and Wax
Gardening Products Plant Saplings, Plant Seeds and Soil Manure
Health Care Antiseptic, Band Aid, Body Pain Relief, Eye Drops, First Aid Tape, Glucometer Lancet/Strip, Healthcare Devices and Kits, Medical Dressing/Gloves and pH Test Strip
Home Products Adhesives, Barbeque wood, Bird/Insect Repellent, Contact Cement, Crack Fillers, Inks, Guitar/Yoyo Friction Stickers, Marker Refills, Mosquito Coil/Vaporiser/Vaporiser Refills, Naphthalene Balls, Scuba/Smoking-Pipe Mouthpieces and Sprays
Hygiene Cannula, Contact Lens, e-Hookah, Fake Moustache, Female Urination Devices, Menstrual Cups, Needles, Panty Liners, Shaving Products, Smoking Patch, Straws, Sweat Pads, Tampons, Teeth Whitening Products/Wipes, Tissues, Toilet Tissue Aid, Toilet Rolls and Women Intimate Care
Innerwear Bra Accessories, Briefs, Boxers, Lingerie Sets, Panty, Garter, Trunks and Vests
Jewellery Coins
Music Instrument Accessories Mouthpiece Cap/Pad/Set, Oils and Polish
Party Supplies Balloons, Candles, Cut-outs, Decoration articles and Whistles
Festive Supplies Hookah Charcoal/Flavor/Mouth-tip, Incense Sticks and Holi/Rangoli Color
Personal Care Conditioners, Creams, Deodorants, Electric Ear Cleaners, Eyebrow/Eyelash/Hair Styling Products, Eye Mask, Face Wash, Face Care/Fairness Products, Fragrance, Fresheners, Gels, Hair Care, Kajal, Lens Solution, Lip Plumper/Stain, Blackhead/Makeup/Nail Paint Removers, Mascara, Mehendi, Nail Sanding Pad, Oils, Oral Hygiene Products, Perfumes, Hand/Toothbrush Sanitizers, Serums, Talc, Sunscreen, Tanning Liquid, Tattoo, Toners and Wigs
Pet Supplies Aquarium Consumables, Hair Styling, Health Care/Medicinal Products, Horse Girth/Grooming Kit/Braid Tail Bag/Hay/Liniment/Poultice, Inhaler Masks, Litter Box Enclosures, Litter Scoops, Pet Chew, Pet Food/Treat, Pet Pad, Pet Hygiene/Personal Care Products, Poultice, Tail Wraps, Waste Bags and Water Troughs
Sexual Wellness Condoms, Fertility Kit/Supplement, Lubricants, Pregnancy Kits, Sexual Massagers, Sexual/Pleasure Enhancement Products and Vaginal Dilators

 

Can items be returned after the time period mentioned in the seller’s Returns Policy?

No, sellers will not be able to accept returns after the time period mentioned in the seller’s Returns Policy.

 

Do I have to return the freebie when I return a product?

Yes, the freebie has to be returned along with the product.

 

How do returns work?

You can raise a request to return your items with these simple steps:

  1. Log into your Pansofic Mall account
  2. Go to My Orders
  3. Click on ‘Return’ against the item you wish to return or exchange
  4. Fill in the details and raise a return request

Once you raise a request, you’ll get an email confirming that your request is being processed. Based on the item, your request may be automatically approved or you may be contacted for more details. If the request is approved, the item will be picked up after which you will get a replacement or refund. You can also track the status of your return request instantly from the ‘My Orders’ section of your Pansofic Mall account.

 

I see the ‘Cancel’ button but I can’t click on it. Why?

A greyed out and disabled ‘Cancel’ button can mean any one of the following:

  1. The item has been delivered already

OR

  1. The item is non-refundable (e.g. Gift Card)

 

What should I do if I have an issue with my product after the return period?

You can get in touch with the brand or an authorised service centre of the brand to claim the warranty for your product (wherever applicable).

 

How can I return or exchange an item?

To return/exchange your order, follow these simple steps:

  1. Go to My Orders
  2. Choose the item you wish to return or exchange
  3. Fill in the details
  4. Choose Request Return.

 

When is a return of an item not possible?

Sellers cannot accept returns of item(s) in the following cases:

  1. When an item is damaged because of use or when it is not in the same condition as you received it
    2. When any consumable item has been used or installed
    3. When anything is missing from the package you’ve received including price tags, labels, original packing, freebies & accessories
    4. When non-returnable items are involved such as innerwear. lingerie etc.
    5. When items are tampered with or have missing serial numbers

 

How can I know the status of my refund?

You can visit ‘My Orders’ to know the status of your refund.

For orders canceled before shipping, refunds are processed immediately. If the order has been shipped. refund will be processed as soon as the courier service provider confirms the return of the item(s).

 

What are the modes of refund available after cancellation?

The different refund modes available are:

  1. PhonePe Wallet – available for orders with select sellers. You will get this option for eligible orders during cancellation
  2. Back to source – available for orders with all sellers. The amount is refunded to the payment mode that was originally used to pay for the order
  3. NEFT transfer – available for all Cash-on-Delivery orders. As per policy, cash refunds are not possible

 

When are refunds given?

Refunds are given when:

– The seller cannot provide a replacement
– A dispute has been ruled in your favour in-line with Buyer Protection
– Sellers allow refunds on select categories under certain conditions

Please check the seller’s Returns Policy on the product page for more details.

 

I ordered a wrong item. Can I return it?

The sellers’ return policies don’t support the return of item(s) ordered wrongly. You can refer the respective seller’s Returns policy on the product page.

 

What should I do if I find the package open or tampered on delivery?

You can request for the item to be replaced by visiting My Orders. Use the ‘Return’ option & fill out the details of the issue so that we can help you.

 

Can I change the address for the pick-up the of item(s) in my order?

If the Pincode of the new address is serviceable for pick-up, the address can be changed while creating the return. The address cannot be changed in case the new address is not serviceable.

 

Why have I been asked to ship the item?

When a pickup facility is not available for your location as per the courier service providers, you may be asked to ship the item back to the seller. Since the seller can arrange for a refund or a replacement only after the item reaches them, please make sure that the item is sent to the address mentioned in the return-related email within 30 days of the email being sent to you.

The seller may not be able to proceed with the return request if the item does not reach the specified address within 30 days.

 

What is the pickup process?

Once your return or replacement or exchange request is accepted, the pickup of the originally delivered product will be scheduled. An email with more details will be sent to you on the day of the pickup.

In cases where pickup service is not available from the courier service providers at your location, you may be asked to ship the item back to the seller within 30 days of the return-related email being sent to you.

 

I have requested for a return for my item. When will it happen?

You can now track the status of your return easily right from your Pansofic Mall account. Just visit the My Orders page to see its status along with the date of pick-up and status of your refund if applicable.

You will also receive an email with the details of your return.

 

I have requested a replacement, when will I get it?

You may visit My Orders to check the status of your replacement. In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up. Please check the email that will be sent to you for your replacement request for more details.

 

I’ve still not received the refund in my bank account.

If you have received a mail from us confirming your refund request, it means that the refund has been initiated. You can also contact your bank with the ARN you would have received for an update on the status of your refund.

In the rare event of the amount not being credited by the date promised, you can contact us as we will work with the bank to get it done.

 

What are the refund timelines if I cancel or return a product?

The refund timelines will depend on the payment modes as listed below:

  1. Debit card – 7-9 Business days
  2. Credit – 7-9 Business days
  3. Netbanking – 3-7 business days
  4. COD – IMPS, 1 Business days
  5. EMI (Standard+No cost+Debit card) – 7- 9 Business days
  6. PhonePe:
  • PhonePe wallet – 24 hours
  • PhonePe UPI – 1 business day
  • PhonePe Credit/Debit card – 7 business days

Note: Refunds will be credited to the payment source used at the time of placing an order.
The mode of refund in case of payment through ‘Cash on Delivery’ will be IMPS

 

How will I get my refund for returning an item I paid for using ‘Cash on Delivery’ mode?

For orders placed using ‘Cash on Delivery’ as the payment mode, refunds can be processed to your bank account via Immediate Payment Service (IMPS). You can update the details of the bank account where you would like to receive the refund while creating the return request for an item.

You will need to update following information for the seller to process a refund to your account:

  • The Bank Account Number
  • IFSC Code
  • Account Holder’s Name
  • Bank Branch
  • Bank Name

IMPS refunds will typically be processed in one business day by sellers.

 

How will I get my refund for returning an item I paid for with Cash on Delivery?

For your ‘Cash on Delivery order, you will receive the refund in the form of NEFT. Please update your bank account details after you choose this option.

 

How long does it take to cancel an order?

Cancellation of item(s) in order happens immediately if the order hasn’t been shipped yet by the seller. If your order has been shipped, it will be cancelled as soon as the courier service confirms that the shipment is being returned to the seller. Orders from certain categories cannot be cancelled after 24 hours, please check the product page for more details.

 

What are the checks done for an item that I’m returning?

During pick-up, your product will be checked for the following conditions:

 

Correct Product IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.
Complete Product All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.
Unused Product The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable). Before returning a Mobile/ Laptop/ Tablet, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled and iCloud deactivation done for Apple devices.
Undamaged Product The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.
Undamaged Packaging Product’s original packaging/ box should be undamaged.

The field executive may refuse to accept the return if any of the above conditions are not met.

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