Refund & Cancellation Policy

01 Overview

Ecom Buyer Network Private Limited (CIN: U47912TN2024PTC166832), trading as Ecom Buyer ("we", "us", "our"), operates an online marketplace on which independent sellers offer physical products, digital educational courses, and bookable services. This Refund & Cancellation Policy explains when and how an order may be cancelled, and how refunds are calculated and paid.

Cancellation means stopping an order before it is fulfilled (before dispatch of a product, before a course is accessed, or before a service is rendered). Returns — sending back a delivered product — are governed separately by our Returns & Refunds Policy.

02 Order Cancellation by Buyer

You may cancel an order, or an individual seller's portion of a multi-seller order, as long as that portion has not yet been packed or shipped. Cancellation is available from My Orders.

2.1 When cancellation is allowed

• Order Placed / Pending: Fully cancellable.
• Accepted by seller (not yet packed): Fully cancellable.
• Packed / Shipped / Out for delivery: Can no longer be cancelled — please refuse delivery or use the return flow after delivery instead.
• Delivered: Not cancellable — eligible items may be returned within the 7-day return window.

2.2 How to cancel

1. Log in and open My Orders.
2. Select the order and click Cancel on the eligible item(s).
3. Choose a cancellation reason and confirm.
4. You receive an email and SMS confirmation; prepaid refunds are initiated automatically.

03 Cancellation by Seller / Platform

An order may occasionally be cancelled by the seller or by Ecom Buyer — for example due to stock unavailability, a pricing or listing error, suspected fraud, an undeliverable address, or failure to complete required verification. In every such case:

• You are notified by email and SMS with the reason.
• You are never charged for a seller/platform-cancelled item.
• If you had already paid, a 100% refund is issued to your original payment method — no cancellation charge applies.

04 Cancellation Windows by Category

Because Ecom Buyer offers more than physical goods, cancellation rules differ slightly by the type of item purchased:

Individual service and course listings may state additional cancellation terms (e.g. a notice period before a scheduled session). Where a listing specifies stricter terms, those terms are shown on the product page before you pay and apply to that item.

05 Refund Eligibility

A refund is issued in the following situations:

• You cancel a prepaid item before dispatch/access (full refund).
• The seller or Ecom Buyer cancels your order (full refund).
• An approved product return is received and inspected (per the Returns & Refunds Policy).
• A payment was debited but the order failed or was not created (full refund / auto-reversal).
• A duplicate payment was captured for the same order (excess amount refunded).

06 Refund Method & Timeline

Refunds are always credited to the original payment method used for the order. We do not issue cash refunds. Once a refund is initiated, the time to reflect in your account depends on your bank or payment provider.

Bank processing times are outside our control and may add 2–3 additional working days. If a refund has not reached you within 10 business days of initiation, please contact us with your order number.

07 Non-Cancellable / Non-Refundable

The following are not eligible for cancellation or refund except where the item is defective, not as described, or cancelled by the seller/platform:

• Items already packed, shipped, or out for delivery
• Digital educational courses once the content has been accessed or downloaded
• Services already rendered, or bookings cancelled after the listing's stated cut-off
• Perishable goods, personalised / custom-made products, and opened health & hygiene items
• Items expressly marked "Non-Returnable" or "Non-Cancellable" on the listing

08 Failed & Duplicate Payments

If your account is debited but the order is not confirmed (for example, a network drop during checkout), the payment is automatically reconciled. Successful but un-applied payments are auto-reversed by the payment gateway, typically within 5–7 business days. If you are charged more than once for a single order, the excess amount is refunded in full. If any such reversal does not appear, contact us with your order number and the payment reference.

09 How to Raise a Dispute

If a cancellation or refund is declined, or a refund is delayed beyond the timelines above, you may raise a dispute:

1. Contact our support team via Contact Support with your order number.
2. We acknowledge disputes within 48 hours and aim to resolve them within 7 business days.
3. Unresolved matters may be escalated to our Grievance Officer (Section 10).

10 Contact & Grievance

For any question about a cancellation or refund, contact our support team. Complaints not resolved through support may be escalated to our Grievance Officer, who will acknowledge within 48 hours and resolve within 30 days.