This Refund & Return Policy (“Policy”) describes the Platform’s procedures and rules for returns, exchanges, replacements and refunds for Products purchased through the Platform at https://penjumart.com and the PenjuMart mobile application. This Policy applies to all registered Users who place Orders on the Platform and is separate from, and without prejudice to, the Platform’s Cancellation Policy and Shipping & Delivery Policy, each of which should be consulted where applicable. By placing an Order you agree to be bound by this Policy.
1. Purpose, Scope and Application
1.1 This Policy sets out the circumstances under which Products may be returned, replaced, or refunded, the procedures to initiate returns, the evidence required, timelines for inspection and refund processing, and the Platform’s rights and remedies in relation to returns and refunds.
1.2 This Policy applies to Products sold and delivered by PenjuMart to Users in the Platform’s serviceable areas within India (currently Kantabanji Town and other serviceable pin codes in Balangir District, Odisha). The Policy applies to the product categories currently offered on the Platform (groceries, personal care & beauty, household cleaning products, stationery), and to any other categories the Platform may list in the future, subject to the same basic principles described herein.
1.3 For clarity, this Policy governs only returns and refunds after delivery. Order cancellation procedures prior to dispatch are governed by the Platform’s Cancellation Policy. Shipping, pickup windows and delivery obligations are governed by the Platform’s Shipping & Delivery Policy.
2. Definitions (selected)
For the purposes of this Policy:
“Order” means a confirmed purchase placed by a User on the Platform.
“Return” means shipping or handing back a delivered Product to the Platform for inspection and possible refund or replacement.
“Replacement” means provision of the same Product (or an equivalent Product where the same Product is unavailable) in substitution for a returned Product.
“Refund” means reimbursement of the price actually paid (net of forfeited coupons as described below) to the User, in accordance with this Policy.
“Defect / Defective” means that a Product was delivered with a material fault (damaged, expired, missing components, contaminated, wrong Product delivered or otherwise not as described).
“Change of mind” means a return requested because a User no longer wants the Product; such returns are not permitted under this Policy except where the Platform has expressly allowed them.
3. General Principles
3.1 PenjuMart’s guiding principle is consumer protection and fair dealing. Returns and refunds will be processed promptly where a Product is found to be defective, damaged, expired, incorrectly delivered or materially not as described.
3.2 The Platform does not provide returns or refunds for “change of mind,” “no longer needed,” “ordered by mistake” or similar non-defect reasons. Users must report defects or quality issues in accordance with the timeframes and proof requirements set out in Section 4 below.
3.3 Refunds for prepaid Orders will, wherever technically feasible, be issued to the original payment instrument. COD refunds are processed as described in Section 8.
3.4 The Platform reserves the right to refuse any return that does not comply with this Policy.
4. Eligibility and Timeframes for Return Requests
4.1 Eligibility: Returns are permitted only where a Product suffers a legitimate defect or quality issue such as: (a) product damaged in transit; (b) product expired at time of delivery; (c) product contaminated or spoiled; (d) wrong Product or wrong quantity delivered; (e) missing accessories as specified on the product page; or (f) product materially not as described on the Platform.
4.2 Time Limit: All claims for defective Products must be initiated by the User within 24 hours from the time of delivery. Claims raised after this 24-hour window will normally be rejected, except where the Platform, in its sole discretion, determines exceptional circumstances exist.
4.3 Evidence Required at Initiation: To initiate a return for defect, the User must (at the time of request) provide: (a) clear photographs or a short video demonstrating the defect or quality issue; and (b) a copy or photograph of the Order invoice or packing slip showing Order number and delivery details. The Platform may require further evidence during inspection.
4.4 Claims may be submitted using the methods set out in Section 6 below. Failure to provide required evidence may delay or preclude acceptance of the return.
5. Products Not Eligible for Return (unless defective)
5.1 Unless the Product is defective as described in Section 4.1, the following categories are not returnable:
Perishable groceries, fresh produce, dairy products and frozen goods (except where the item is delivered expired, spoiled or otherwise defective);
Personal hygiene and beauty products where seals are broken or the product has been opened and used (except when a manufacturing defect is demonstrated);
Consumables and single-use items once opened or used;
Underwear, swimwear, or intimate apparel (if any such items are listed in future) once opened/used;
Gift cards, vouchers or digital products (unless otherwise stated).
5.2 This list is illustrative and may be updated; the Platform will indicate on product pages where a Product is non-returnable.
6. How to Initiate a Return (Step-by-Step)
6.1 Acceptable Channels: Returns can be initiated by Users via any of the following channels: (a) Account → My Orders → Request Return (self-service flow); (b) support email to support@penjumart.com with required evidence; (c) in-app chat (where available). The Platform will not accept return requests initiated by telephone.
6.2 Required Information: A return request must include: Order number, product name/SKU, reason for return, photos/video of the defect, and a copy of the invoice/packing slip. For COD refund requests, the User must also provide bank account or UPI details as required (see Section 8).
6.3 Platform Verification: Upon receipt of the return request and evidence, the Platform will verify the claim and notify the User whether the return is authorized and the method of collection (pickup or drop-off). This initial verification may be completed within the first 24 hours of claim submission but in any event as soon as reasonably practicable.
6.4 Pickup vs Drop-off Options:
Pickup (Platform-scheduled): The Platform will, where serviceable, arrange a courier pickup from the delivery address. Pickup will be scheduled within 48 hours of approval and subject to operational constraints. Users must ensure that the Product is ready and available for collection at the agreed time.
Drop-off at Platform Office: Alternatively, the User may be asked to drop off the Product at the Platform’s office or warehouse address (PenjuMart office, Kantabanji). Users who choose drop-off should retain proof of drop-off until refund processed.
6.5 Packaging & Invoice: Returned Product must be packaged sufficiently to avoid further damage and must, where possible, include the original packaging and invoice. Failure to present the invoice may delay processing.
7. Inspection, Decision and Timelines
7.1 Inspection Location: Returned items will be inspected at the Platform’s designated inspection center or warehouse.
7.2 Inspection Timelines: The Platform will complete its inspection and notify the User of the inspection outcome (approved or rejected) within 48–72 hours from receipt of the returned Product at the inspection center. Where additional technical testing is required (for example manufacturer testing for electronics), inspection may take longer; the Platform will inform the User and provide an estimated timeline.
7.3 Possible Outcomes:
Approved: If the return is approved, the Platform will proceed with replacement or refund in accordance with Sections 9 and 10.
Rejected: If return is rejected (for example due to evidence of use, tampering, missing parts, or return requested for change of mind), the Platform will notify the User of the reason for rejection and may (at its discretion) return the Product to the User at the User’s cost.
7.4 Appeals: If a return is rejected, the User may escalate the matter to the Platform’s Grievance Officer at privacy@penjumart.com. The User’s appeal should include the original Order number, return request reference, and any additional evidence. The Platform will acknowledge appeals within 48 hours and will provide a substantive response within 15 working days of acknowledgement. The Platform’s final decision on appeals shall be binding, subject to applicable law.
8. Replacement, Exchange and Refund Options
8.1 Replacement Priority: Where available, the Platform will prioritize replacement/exchange over refund. A replacement will be arranged free of charge where the return is due to the Platform’s error or a defective Product.
8.2 When Replacement is Not Available: If a suitable replacement is not available or the User prefers a refund, the Platform will issue a refund in accordance with this Policy.
8.3 Refund Modes — Prepaid Orders: Refunds for prepaid Orders (online payments processed via Razorpay or other payment gateways) will, wherever feasible, be credited to the same payment instrument used for the original transaction (card, UPI, wallet). The Platform will initiate the refund through the payment gateway and the actual credit to the User’s account is subject to the receiving bank/payment provider’s processing times.
8.4 Refund Modes — COD Orders: Refunds for COD Orders will be processed by the Platform by bank transfer, UPI transfer, or wallet credit to the designated account details provided by the User at the time of refund request. The Platform will verify the bank/UPI details before processing the refund. The Platform will generally process COD refunds within 7 (seven) working days of approval and verification, subject to verification and any required checks.
8.5 Verification Thresholds for Refunds: The Platform applies additional verification for certain refund amounts to prevent fraud:
Refunds above ₹2,000 will be subject to an additional phone verification (confirmed via a call to the registered mobile number) prior to processing.
Refunds above ₹10,000 will require identity verification by submission of Aadhaar and a bank passbook (or other acceptable government ID and bank proof). The Platform will process the refund only upon satisfactory verification.
8.6 Processing Time: The Platform will initiate an approved refund within 7 (seven) working days from the date of approval. The actual time taken for funds to reflect in the User’s account depends on the User’s bank/payment provider and may vary; the Platform is not responsible for delays caused by banks or payment gateways.
9. How Refund Amounts are Calculated and Deductions
9.1 Refund Components: Refunds will generally include the price of the returned Product and the applicable taxes.
9.2 Shipping Charges: Shipping charges are refunded only where the entire Order is returned and the return is due to the Platform’s error (for example wrong Product delivered, product defective). If only part of an Order is returned, shipping charges will not normally be refunded, unless the return was due to the Platform’s error.
9.3 Multiple-Item Orders: For Orders with multiple items, refunds will be processed only for the item(s) returned and approved. Taxes and other charges will be apportioned proportionately.
9.4 Discounts and Coupons: If a coupon, voucher or promotional discount was applied to an Order:
Where the entire Order is refunded, the coupon will be forfeited (i.e., not automatically reinstated), and the refund will equal the net amount actually paid by the User.
Where only part of an Order is returned, the refund will be equal to the net amount attributable to the returned item(s) after applying the discount allocation methodology used at the time of purchase; the coupon will be treated as forfeited unless the Platform decides to reinstate it in its discretion.
9.5 Restocking Fees / Handling Charges: The Platform does not impose any restocking or handling fees for returns due to defects or Platform error. The Platform may impose a handling fee in exceptional circumstances where returns are accepted for reasons outside policy, but this will be disclosed to the User at the time of acceptance.
10. Return Shipping and Cost Allocation
10.1 Return Shipping Paid by Platform: If a return is accepted because of a Platform error (defect, wrong Product, damaged/expired on delivery), the Platform will arrange and pay for the return pickup and associated return shipping costs.
10.2 Return Shipping Paid by User: If a return is accepted for reasons outside the Platform’s responsibility (which is generally not allowed under this Policy — e.g., where the Platform exercises discretion and accepts a non-defect return), the User will be responsible for the return shipping costs unless otherwise agreed.
10.3 Failed Pickup / Unavailability: If pickup is scheduled and the User is unavailable or the Product is not ready for collection, the Platform may re-schedule pickup. Repeated failed pickups may result in cancellation of the return authorization.
11. Faulty / Defective Products, Warranty and Manufacturer Claims
11.1 Initial Remedy: For defective Products, the Platform will first offer a replacement where stock allows. If replacement is unavailable, the Platform will offer a refund.
11.2 Manufacturer Warranty Claims: For Products that carry a manufacturer’s warranty (e.g., certain future electronics category), Users may be referred to the manufacturer for warranty service after the return/inspection outcome is determined. The Platform will facilitate warranty claims as necessary but does not itself manufacture Products and is not the warrantor.
11.3 Repair vs Replacement: Where a repair is a reasonable remedy and is acceptable to the User, the Platform may arrange repair through authorized service centers; repair timelines may vary and the Platform will notify the User of expected timelines.
12. Third-Party Sellers and Marketplace Items (Future Marketplace)
12.1 The Platform intends to support third-party sellers in the future. For clarity, returns for third-party sold Products will be Platform-managed and follow the same processes as for Platform-sold Products. The Platform will handle logistics and refunds on behalf of third-party sellers and will communicate any seller-specific warranty or support mechanisms where applicable.
12.2 The Platform may in future incorporate seller-specific return rules; any such variation will be clearly indicated on the product page and referenced in this Policy.
13. Fraud Prevention and Anti-Abuse Measures (Thresholds & Actions)
13.1 The Platform maintains strict anti-fraud controls to prevent misuse of the returns system. The following measures, examples and thresholds apply (and the Platform may update thresholds from time to time):
Return Frequency Monitoring: A User who places more than 3 (three) return claims (whether accepted or rejected) within 90 days will be flagged for review. The Platform may temporarily restrict return privileges pending investigation.
Repeat Defect Claims: If a User makes more than 2 (two) defective claims for the same SKU or the same defect reason within 180 days, the User’s returns will be subject to enhanced verification and may be rejected pending inspection.
High-Value Refunds: Refunds above ₹2,000 will require phone verification. Refunds above ₹10,000 require Aadhaar and bank passbook proof (or alternate government ID plus bank proof).
Freebie/Gift Abuse: If a User repeatedly keeps free gifts while returning paid items in a pattern suggesting abuse (e.g., more than 2 such incidents in 6 months), the Platform may suspend the User’s account and initiate an investigation.
Chargeback / Unwarranted Dispute Policy: Frequent chargebacks or unwarranted disputes may result in immediate suspension, investigation and recovery actions.
13.2 Actions on Detection of Fraud / Abuse: Possible Platform actions include (without limitation): temporary suspension of return rights, temporary or permanent suspension of the User account, withholding of refunds pending investigation, requirement of additional KYC/documentation before refunds, and reporting to law enforcement where fraud is suspected.
13.3 The Platform reserves the right to modify anti-fraud thresholds and processes as required and will apply reasonable discretion in enforcement.
14. Rejection of Returns — Common Reasons
14.1 Returns may be rejected for reasons including (but not limited to): (a) absence of the required photo/video evidence; (b) return requested after the 24-hour window; (c) Product shows clear signs of use or tampering; (d) missing serial numbers or accessories where such items are required to validate the claim; (e) Product damaged by User or third party after delivery; (f) returns that are essentially “change of mind.”
14.2 Where a return is rejected, the Platform will notify the User with the reason and the User may appeal as described in Section 7.3.
15. Chargebacks and Payment Disputes
15.1 Users should not initiate chargebacks with their bank/payment provider as an alternative to the returns process. Chargebacks initiated without good grounds or in breach of this Policy will be contested by the Platform and may result in account suspension and legal action.
15.2 Where a User has initiated a chargeback and subsequently obtains a refund through the Platform, the Platform may seek recovery of any amounts credited to the User.
16. Record Retention, Audit and Tax Compliance
16.1 The Platform will retain records of all returns, refunds, inspections and related communications for purposes of regulatory compliance, audit and tax (including GST) requirements. Such records will typically be retained for a period of up to eight (8) years or for such other period as required by law.
16.2 Users acknowledge that their transaction and return data may be used for internal analytics, dispute resolution and compliance purposes in accordance with the Platform’s Privacy Policy.
17. Communications, Notifications and Status Updates
17.1 The Platform will communicate with Users regarding return and refund status primarily by email and WhatsApp (to the registered mobile number), and by in-app notifications where available. Users should ensure their account contact details are current.
17.2 Users will receive notifications for key events including: return request acknowledgement, return approval/rejection, pickup scheduling, inspection outcome, refund initiation, and refund completion.
18. Free Gifts / Promotional Items
18.1 If an Order includes a free gift or promotional item and the paid Product is returned due to defect and a refund is approved, the User may keep the free gift without deduction of value. However, repeated or patterned retention of free gifts in combination with returns may be treated as abuse under Section 13 and subject to account action.
19. Exceptional Circumstances and Force Majeure
19.1 In the event of force majeure (pandemic, natural disaster, civil unrest, transport disruption, or other events beyond the Platform’s control), return pickup schedules, inspection timelines and refund processing may be delayed. The Platform will notify Users of expected delays and shall not be liable for delays caused by such events.
20. Grievance Redressal, Escalation and Contact Details
20.1 For return, refund or appeal related queries, Users must contact the Platform via the following emails:
Support email:support@penjumart.com — primary channel for returns & operational support.
Grievance / DPO email:privacy@penjumart.com — for escalations, unresolved disputes, privacy or compliance issues.
20.2 Users must provide Order number, return reference (if any), photos/videos, and contact details in any communication. The Platform will acknowledge receipt of escalations within 48 hours and provide an expected timeline for resolution.
21. Amendments to this Policy
21.1 The Platform may, at its sole discretion, amend or update this Policy from time to time. Material changes will be notified to Users by posting an updated version on the Platform and, where appropriate, by email. Continued use of the Platform following publication of any amendments constitutes acceptance of the updated Policy.
22. Governing Law and Dispute Resolution
22.1 This Policy shall be governed by the laws of India. Any dispute arising from or relating to this Policy shall be subject to the dispute resolution provisions in the Platform’s Terms & Conditions, including negotiation, arbitration (seat: Balangir, Odisha) and the limited recourse described therein.
23. Miscellaneous
23.1 This Policy complements and is subject to the Platform’s Terms & Conditions and Privacy Policy. In the event of any conflict between this Policy and those documents, the Terms & Conditions shall prevail unless otherwise provided.
23.2 If any part of this Policy is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
