Refund & Cancellation Policy

Last updated: January 1, 2025

Important Note

ApaniDukaan is a platform connecting local shopkeepers with customers. Refunds and cancellations are primarily handled between the customer and the respective shopkeeper. This policy describes our platform-level guidelines.

1. Order Cancellations

By Customer

  • Before confirmation: Orders can be cancelled any time before the shopkeeper confirms. Contact the shopkeeper directly using the phone number on the shop page.
  • After confirmation: Cancellations depend on the individual shopkeeper's policy. Some shopkeepers may charge a cancellation fee if the order is already being prepared.
  • Cash orders: No payment has been made, so no refund is needed. Simply inform the shopkeeper.

By Shopkeeper

  • If a shopkeeper cancels an order (out of stock, unable to fulfill), and payment was made online, a full refund will be initiated within 5-7 business days to the original payment method.

2. Refunds for Online Payments

ScenarioRefundTimeline
Order cancelled before confirmationFull refund5-7 business days
Shopkeeper cancels orderFull refund5-7 business days
Wrong item deliveredFull refund or replacement3-5 business days after verification
Item missing from orderPartial refund for missing items3-5 business days
Payment deducted but order not placedFull refund5-7 business days
Customer changes mind (after delivery)At shopkeeper's discretionVaries

3. UPI Payment Refunds

For UPI payments made directly to the shopkeeper's UPI ID, refunds are processed by the shopkeeper directly back to your UPI ID. ApaniDukaan does not hold UPI funds and cannot process these refunds on behalf of shopkeepers.

Please contact the shopkeeper directly using the phone number displayed on the shop page for UPI refund requests.

4. How to Request a Refund

1

Contact the Shopkeeper

First, reach out to the shopkeeper directly using the phone number on their shop page. Most issues are resolved at this level.

2

Provide Order Details

Share your Order Number (from confirmation screen or SMS), the issue, and any supporting photos if relevant.

3

Contact ApaniDukaan Support

If the shopkeeper does not respond within 48 hours or refuses a valid refund, email us at support@apanidukaan.live with your order details.

4

Razorpay Dispute

For card payments, you may also raise a dispute with Razorpay or your bank as a last resort.

5. Non-Refundable Situations

  • Orders that have been delivered and accepted by the customer
  • Perishable items (fresh fruits, vegetables, dairy) once delivered
  • Items where the customer simply changed their mind after delivery
  • Orders where incorrect address or phone number was provided by the customer

6. Platform Fee

Currently, ApaniDukaan does not charge shopkeepers or customers any platform fee. This policy will be updated with prior notice if this changes.

7. Contact for Refunds

📧 Email: support@apanidukaan.live

⏰ Response time: Within 24-48 hours on business days

📋 Include: Order number, issue description, and contact details