Refund and Cancellation Policy
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Cancellation Policy
Order Cancellation Rights
At ONDC HomeDirect, we understand that plans can change. You have the right to cancel your order under the following conditions:
Before Order Confirmation
- 100% refund if cancelled within 1 hour of placing order
- No questions asked cancellation
- Instant refund processing
After Order Confirmation
- Cancellation allowed until seller starts preparing the order
- 90% refund (10% processing fee applies)
- Refund processed within 3-5 business days
Order in Transit
- Limited cancellation options
- Contact customer support immediately
- Case-by-case evaluation
Non-Cancellable Items
Fresh Food Items
Perishable goods once prepared
Customized Products
Personalized or made-to-order items
Health & Wellness
Medicines and health supplements
Digital Products
Downloaded software or digital content
Hot Meals & Cooked Food
Ready-to-eat meals once preparation begins
Service Bookings
Confirmed appointment slots and service bookings
Refund Policy
Refund Eligibility
ONDC HomeDirect offers refunds for the following scenarios:
Damaged or Defective Products
Full refund for items received in damaged condition or with manufacturing defects.
Refund Time: 3-5 business daysWrong Product Delivered
100% refund if you receive a different product than what was ordered.
Refund Time: 2-4 business daysNon-Delivery
Full refund if order is not delivered within the promised timeframe.
Refund Time: 1-3 business daysQuality Issues
Partial or full refund for products not meeting quality standards.
Refund Time: 5-7 business daysRefund Methods
Original Payment Method
Refund will be processed to your original payment method (preferred option)
HomeDirect Wallet
Instant credit to your ONDC HomeDirect wallet for future purchases
Bank Transfer
Direct bank transfer for orders paid via cash on delivery
Return Process
How to Return Your Order
Initiate Return Request
Log into your ONDC HomeDirect account and select the order you want to return. Click on "Return Item" and select the reason for return.
Package the Item
Pack the item securely in its original packaging with all accessories and documentation. Ensure the product is in its original condition.
Schedule Pickup
Our delivery partner will schedule a pickup from your address. You'll receive a confirmation with pickup details.
Quality Check
Once we receive your return, our team will inspect the item and verify the return reason within 2-3 business days.
Refund Processing
After approval, your refund will be processed according to the timeline mentioned in our refund policy.
Processing Timelines
Cancellation
Within 1 hour: Instant
After confirmation: 3-5 days
Return Pickup
Scheduling: 1-2 days
Collection: 2-3 days
Quality Check
Standard items: 2-3 days
Electronics: 3-5 days
Refund Processing
Wallet credit: Instant
Bank transfer: 3-7 days
Service Cancellation
Before start: 1-2 days
After start: 5-7 days
Exchange Processing
Same product: 2-4 days
Different product: 4-6 days
Contact Support
Important Notes
- All refunds are subject to verification and approval by ONDC HomeDirect.
- Processing times may vary during peak seasons and festival periods.
- For cash on delivery orders, bank details are required for refund processing.
- Refund amounts may be adjusted for return shipping costs where applicable.
- This policy is subject to change without prior notice. Please check regularly for updates.
