Refund, Return and Cancellation Policy

A buyer may request a return, replacement, account credit or refund when:

• The product delivered is different from the product ordered.
• The delivered quantity differs from the accepted order or invoice.
• The product was materially damaged before or during delivery.
• The product has a verified manufacturing defect.
• The delivered product materially differs from its approved listing, specification or sample.
• Essential components or accessories are missing.
• The seller has expressly allowed a return on the product listing.
• The product cannot legally or reasonably be used because of an error attributable to the seller.

Submitting a request does not guarantee approval. Every request is subject to verification, supporting evidence and the applicable seller terms.

Unless otherwise agreed in writing, returns or refunds will not ordinarily be provided for:

• Change of mind.
• Incorrect product, size, colour, quantity or assortment selected by the buyer.
• Failure to review product specifications, minimum order quantity or seller terms.
• Slow-moving or unsold inventory.
• Products that the buyer is unable to resell.
• Minor colour, finish or appearance variations reasonably expected from product photography, screens, materials or manufacturing.
• Custom-made, personalised, private-label or made-to-order products.
• Clearance, liquidation or final-sale stock.
• Products expressly marked as non-returnable.
• Products damaged after delivery due to incorrect handling, storage, transport or use.
• Products that have been used, altered, washed, repaired, relabelled or repackaged.
• Products without their original packaging, labels, accessories or supporting documents.
• Normal wear and tear.
• A return request submitted after the applicable reporting period.

The buyer must report visible damage, missing quantity, incorrect products or externally damaged packaging within 48 hours of recorded delivery.

A manufacturing defect that could not reasonably be identified during delivery inspection must be reported within 7 calendar days of delivery unless:

• The product listing provides a different defect-reporting period.
• The manufacturer provides a separate warranty.
• A signed agreement states another period.
• Applicable law requires a different remedy.

Incorrect warehousing, fulfilment, delivery or other service charges must be disputed within 7 calendar days of the relevant invoice.

A delay in reporting may prevent Procur or the seller from verifying the circumstances and may result in rejection of the request.

A return, replacement or refund request should include:

• Procur order number.
• Invoice number.
• Registered buyer name and contact information.
• Product name, SKU, size, quantity and batch details, where applicable.
• A clear description of the problem.
• Clear photographs of the affected products.
• Photographs of the external and internal packaging.
• A photograph of the shipping label.
• An unpacking video, where reasonably available.
• Delivery receipt or proof of delivery.
• Any other information reasonably required to verify the claim.

Evidence must not be edited or misleading. Procur may reject claims supported by incomplete, altered or fraudulent evidence.

Unless inspection is required to identify a defect, returned products must be:

• Unused.
• Unwashed.
• Unaltered.
• Unrepaired.
• In their original condition.
• In their original packaging.
• Accompanied by labels, accessories, manuals and invoice documents.
• Securely packed for reverse transportation.

The buyer must protect the products from further damage after identifying an issue.

The buyer may be responsible for any reduction in value caused by unnecessary handling, improper storage or inadequate return packaging.

After receiving a request, Procur may:

• Review the submitted evidence.
• Request additional photographs, videos or documents.
• Consult the relevant seller, manufacturer, warehouse or delivery partner.
• Arrange a physical or remote inspection.
• Approve or reject the request.
• Propose a replacement, account credit, partial refund or another commercial resolution.

The seller is generally responsible for determining product-related claims when Procur acts only as a marketplace facilitator. Procur may assist with communication, evidence review and dispute resolution.

Where Procur is identified as the direct seller or service provider, Procur will assess the request directly.

A product must not be returned without prior approval and return instructions.

After approval:

• Procur, the seller or an authorised logistics partner may arrange reverse pickup.
• The buyer may be instructed to ship the product to a specified address.
• A return authorisation number may be issued.
• The buyer must make the approved products available during the scheduled pickup window.
• Products returned without approval may be rejected or returned to the buyer.

Reverse-logistics charges will be borne by the seller or Procur when the return results from an accepted seller or Procur error.

The buyer may be responsible for reverse-logistics charges for discretionary returns or circumstances not attributable to Procur or the seller.

Approval of a pickup does not constitute final approval of a refund.

Returned products may be inspected to verify:

• Product identity.
• Quantity.
• Reported damage or defect.
• Product condition.
• Packaging and included accessories.
• Compliance with the approved return request.

If the returned product does not match the approved claim, the refund may be reduced or rejected. Re-shipping and inspection expenses may also be charged to the buyer where appropriate.

After verification, one or more of the following remedies may be offered:

• Replacement with the same product.
• Replacement with a mutually approved alternative.
• Repair, where appropriate.
• Replacement of missing quantity or components.
• Procur account credit.
• Partial refund.
• Full refund of the eligible product value.
• Another mutually agreed commercial resolution.

The appropriate remedy will depend on product availability, the nature of the issue, seller terms and applicable law.

Where a replacement is approved but unavailable, a refund or account credit may be offered.

An approved refund may include:

• The eligible value of the accepted returned products.
• Applicable taxes attributable to the refunded amount.
• Original delivery charges where the complete order was incorrect, damaged or unusable due to an accepted seller or Procur error.

The following may be non-refundable unless the issue resulted from an accepted Procur or seller error:

• Convenience charges.
• Payment gateway charges.
• Packaging and handling charges.
• Installation or onboarding charges.
• Delivery charges already incurred.
• Reverse-logistics charges.
• Insurance charges.
• Warehousing or fulfilment work already completed.
• Taxes or statutory amounts that cannot legally be reversed.

Any discount, credit note, promotional benefit or adjustment applied to the order may be deducted while calculating the refund.

After final approval and, where applicable, successful return inspection, Procur will normally initiate an eligible refund within 7 business days.

The amount will generally be returned through:

• The original payment method.
• Bank transfer to a verified business account.
• Procur account credit, where selected or commercially agreed.
• Another legally permitted payment method.

Banks, card networks, UPI providers and payment gateways may require an additional 5–10 business days to reflect the amount.

Procur is not responsible for delays caused solely by a financial institution or payment provider after the refund has been successfully initiated.

A buyer may request cancellation before the seller accepts, begins custom production, packs or dispatches the order.

A cancellation request may be denied after:

• Seller acceptance.
• Procurement of products for the order.
• Commencement of custom manufacturing or private labelling.
• Picking or packing.
• Generation of shipping documents.
• Handover to a delivery or logistics partner.
• Dispatch.

If costs have already been incurred, reasonable procurement, production, packaging, payment, handling or cancellation charges may be deducted from the refund.

Procur or the seller may cancel all or part of an order due to:

• Product unavailability.
• Incorrect inventory information.
• Pricing or listing errors.
• Failed business, payment or address verification.
• Payment failure.
• Suspected fraud or misuse.
• Delivery restrictions.
• Legal or regulatory requirements.
• Seller inability to fulfil the order.
• Operational or force majeure circumstances.

If a prepaid order is cancelled by Procur or the seller, the eligible prepaid amount will be refunded. Procur will not ordinarily be responsible for indirect business loss arising from cancellation.

Bulk, customised, personalised, private-label and made-to-order products cannot ordinarily be cancelled or returned after production or procurement begins.

The buyer must verify and approve, where applicable:

• Samples.
• Product specifications.
• Materials.
• Colours.
• Sizes and assortment.
• Packaging.
• Artwork and branding.
• Quantity.
• Production timeline.

A verified manufacturing defect or material deviation from an approved specification may still be reviewed under this policy.

Setup, onboarding, integration and subscription charges are non-refundable once the relevant work or service period has started.

Minimum monthly commitments remain payable according to the applicable quotation, rate card or service agreement.

A client disputing an inventory, storage, picking, packing or fulfilment charge must notify Procur within 7 calendar days of the invoice.

Claims involving lost or damaged inventory will be assessed according to:

• The applicable warehousing or fulfilment agreement.
• Verified inventory records.
• Declared product value.
• Available CCTV, scan and movement records.
• Insurance coverage.
• Packaging and storage requirements.
• Applicable exclusions and liability limits.

Procur will not ordinarily reimburse loss caused by an inherent product defect, natural deterioration, inadequate manufacturer packaging, incorrect product declarations, prohibited goods or events outside reasonable control.

Delivery charges may be refunded where:

• An order is cancelled before pickup and no delivery cost has been incurred.
• Procur charged for a delivery service that was neither attempted nor provided.
• The complete order is accepted as incorrect, damaged or unusable due to a seller or Procur error.
• A refund is otherwise approved in writing.

Delivery charges may remain payable where:

• A delivery was attempted.
• The recipient was unavailable.
• The address or contact information was incorrect.
• Entry or delivery permission was denied.
• The recipient refused an otherwise compliant shipment.
• The order was cancelled after pickup.
• The shipment was returned because of an issue attributable to the buyer.

Delay alone does not automatically qualify an order for a refund unless a refund or service credit was expressly promised at checkout or required by applicable law.

If payment is debited but the order is not confirmed, the user should wait for the payment provider’s normal reconciliation period.

A failed payment is ordinarily reversed automatically by the user’s bank or payment provider.

If a duplicate payment is verified, the excess amount will be refunded to the applicable original payment method or verified bank account.

The user should provide:

• Payment reference or UTR number.
• Order number, if generated.
• Payment date and amount.
• Screenshot or bank confirmation without revealing passwords, PINs or OTPs.

Procur account credits, discount coupons, referral benefits and promotional rewards:

• Cannot be exchanged for cash unless expressly stated.
• May have an expiry date.
• May be limited to eligible products or services.
• May be reversed if the associated order is cancelled or refunded.
• May be withdrawn if obtained through fraud, misuse or a technical error.

When an order paid partly through promotional credit is refunded, the promotional portion may be restored as credit instead of cash.

Procur may reject a request, suspend an account or take appropriate action where it reasonably suspects:

• False damage or shortage claims.
• Altered photographs, videos or documents.
• Product substitution.
• Repeated misuse of returns.
• Collusion with a seller, buyer or delivery partner.
• Chargeback abuse.
• Fraudulent transactions.

Procur may share relevant information with payment providers, affected parties or authorities where legally permitted or required.

Users should contact Procur before initiating a chargeback so that the issue can be investigated.

A chargeback does not remove the user’s obligation to return products or pay legitimate charges.

Procur may submit order records, delivery evidence, communications and other relevant information to the payment provider when responding to a payment dispute.

Submit requests using the available support option on the Procur platform or contact the team using the card below.

The request should include the registered contact details, order number, invoice number, reason for the request and all available supporting evidence.

Oneoto India may update this policy to reflect changes in Procur’s services, operations or legal requirements.

The revised policy will be published with a new “Last updated” date. The version in effect on the date of the relevant order will ordinarily apply to that order unless applicable law requires otherwise.