Cancellation & Refund Policy

This is the canonical money-back document for the ApexMart platform, operated by ApexMart. It sets out when you can cancel an order, when you can return a delivered item, how much you get back, where the money goes and exactly how long each step takes. Every timeline on this page is a commitment stated in business days — not an estimate and not something we decide case by case.

Cancellation

Free of charge any time before your order is dispatched

Return window

7 days from the date of delivery

Refund initiated

Within 5-7 business days of the returned item passing inspection, or of the cancellation being confirmed

Refund method

The original payment method for online payments; your registered bank account or ApexMart Wallet for Cash on Delivery orders

Bank credit time

A further 5-10 business days may be taken by your bank or card issuer to post the credit to your statement

Return shipping

Free for defective, damaged or incorrect items. For change-of-mind returns, return shipping is borne by the customer.

Damaged or missing item

Report within 48 hours of delivery, with unboxing evidence

1. What this policy covers

This policy applies to every order placed on the ApexMart platform for delivery within India, whether the item is sold by us directly or by an independent seller listed on the platform. It sits alongside our Order Cancellation Policy, which explains the cancellation mechanics in more detail, and our Shipping & Delivery Policy, which explains dispatch, tracking and failed deliveries. Where the two documents mention a refund timeline, the numbers on this page are the ones that govern.

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.

2. Cancelling an order before dispatch

You may cancel any order, in whole or in part, free of charge any time before your order is dispatched. There is no cancellation fee, no restocking charge and no deduction of any kind on a pre-dispatch cancellation.

Cancelling from your account

1. Sign in and go to Dashboard → My Orders.
2. Open the order you want to cancel.
3. Choose Cancel order — or Request refund if you have already paid for it — and confirm.
4. The order status changes to cancelled immediately and you receive a confirmation by email.

The self-service option covers the whole order. To cancel only part of it, contact us as below and we will do it for you at no charge.

Cancelling by contacting us

If the cancel option is no longer showing, or you want to cancel only some of the items, write to us at support@apexmart.in with your order number. We action pre-dispatch cancellation requests on the same working day they are received.

Orders are normally dispatched within 1-2 business days of confirmation, so the sooner you tell us, the more likely we can stop the parcel before it leaves the warehouse.

Orders we cancel

We may cancel an order, or a line within it, if the item is out of stock, if it was listed at a manifestly incorrect price, if the delivery address is not serviceable, or if we cannot verify the payment or your contact details. When that happens we tell you why and refund the full amount you paid for the cancelled portion — including any shipping charge attributable to it — to the timetable in section 10.

3. If you ask to cancel after dispatch

Once a parcel has left our warehouse we can no longer stop it in transit. You have two options:

• Refuse the delivery. Tell the courier at the door that you do not want the parcel. It travels back to us, and once it arrives and is checked in we process the refund exactly as if it were a return — no return shipping is charged to you in this case.
• Accept it and raise a return. Take delivery and then raise a return request within the window in section 4. Return shipping is then treated as a change-of-mind return under section 7.

Delivery normally completes within 3-7 business days of dispatch, so a refused parcel typically reaches us back within a comparable period.

4. Returning a delivered item

You may raise a return request within 7 days of the date of delivery. The date of delivery is the date recorded by the courier and shown against the order in your account. A request raised after that period has ended cannot be accepted, except where the item is covered by a manufacturer warranty, in which case we will help you route the claim to the manufacturer.

Conditions the item must meet

• Unused and undamaged. The item must be in the condition you received it, with no signs of use, wear, washing, installation or alteration.
• Original packaging. The original box, inner packaging, protective film, manuals and warranty card must be returned with it. Please do not tape or write on the product box itself — use an outer carton.
• All accessories and tags. Every free gift, cable, adapter, remote, spare part, price tag and brand tag that came with the item must be included. A return that is missing a component is an incomplete return.
• Proof of purchase. The invoice or the order number must accompany the return so we can match it to your order.
• Serial numbers intact. For electronics and appliances, the serial number or IMEI on the unit must match the one recorded against your order.

5. Items that cannot be returned

For reasons of hygiene, safety and the nature of the goods, the following are non-returnable once delivered, unless they arrive damaged, defective or are not the item you ordered:

• perishable goods, including food, beverages, fresh produce, flowers and plants;
• personal care and hygiene items once the seal is broken or the pack is opened — cosmetics, skincare, oral care, grooming products, sanitary and healthcare items;
• innerwear, lingerie, socks, swimwear and any other intimate apparel;
• made-to-order, customised, personalised or engraved items produced specifically for you;
• digital goods, downloadable content, software licences, e-vouchers, gift cards and recharge codes once delivered or redeemed;
• items that carry a "non-returnable" notice on the product page — the notice is shown before you add the item to your cart and again in the order summary at checkout.

If any of these arrives damaged, defective, expired or incorrect, it is covered — report it under section 14 and you will receive a full refund or a replacement.

6. How to raise a return

1. Open Dashboard → My Orders and note the order number of the delivered order.
2. Write to support@apexmart.in, or use the form on our Contact page, with the order number, the items and quantities you want to return and the reason. If the item is damaged, defective or wrong, attach photographs — they are what lets us classify the return as our fault and waive the return shipping.
3. We acknowledge the request within 24 hours and confirm whether the item is eligible, along with the pickup or self-ship instructions.
4. Pickup: where reverse pickup is available at your PIN code, a courier collects the parcel within 2-4 business days of approval. Keep the item packed and the invoice copy with it.
5. Self-ship: where reverse pickup is not available, we give you the return address and you ship it back. Send us the courier receipt and tracking number so we can reimburse the postage where section 7 says it is ours to bear.
6. We email you at each stage — when the parcel reaches us, when it passes inspection and when the refund is released — and the order status in your account is updated to match.

The return window stops running on the date your request is received, not on the date it is approved. A request sent on the last day of the window is in time even if we reply the following working day.

7. Who pays for return shipping

Free for defective, damaged or incorrect items. For change-of-mind returns, return shipping is borne by the customer.

Where return shipping is borne by you and we arrange the reverse pickup, the actual courier charge is deducted from your refund and shown as a separate line in the refund breakdown. It is never a flat penalty and never exceeds what the courier charged us.

8. Inspection when the item reaches us

Every returned parcel is opened and inspected within 2 business days of reaching our facility. The inspection checks that the item matches the one dispatched, that it is in the condition described in section 4, and that all accessories are present. You are notified of the outcome by email either way.

If the item does not pass inspection, we do one of two things, and you choose which:

• we return the item to you at our cost and explain in writing what failed the check; or
• where the shortfall is a missing accessory or damage caused after delivery, we refund the balance with the value of the missing or damaged component deducted, itemised so you can see exactly what was withheld and why.

We do not reject a return without a stated reason, and you can dispute the outcome through the escalation route in section 17.

9. Where your money goes back to

Refunds always travel back along the route the payment came in on. We cannot redirect a refund for a prepaid order to a different card or account, because the payment gateway reverses the original transaction.

For a Cash on Delivery refund we ask you once for the account holder name, account number and IFSC. We ask for it in your account or by reply to our support email, never by phone, and we never ask for your card number, CVV, PIN, UPI PIN, OTP or net banking password. If an order was paid partly by wallet and partly online, each portion is refunded to its own source.

10. Refund timelines

Business days are Monday to Saturday, excluding public holidays. When we release a refund we email you the reference number issued by the payment gateway. If the credit has not reached you within 5-10 business days of that email, send us the reference and we will pursue it with the gateway and your bank on your behalf and keep you updated until it is settled.

Refunds to your ApexMart Wallet are credited immediately on release and are visible in the wallet ledger in your account.

11. Coupons, discounts and part refunds

A refund is always of the amount you actually paid, not of the pre-discount list price.

• Where a coupon or promotional discount was applied to the order, the benefit is spread across the items in proportion to their price, and a partial return is refunded net of that item's share of the discount.
• If you return part of an order and the remaining items no longer meet the qualifying value for the coupon or for free shipping, the benefit is withdrawn from the retained items and the difference is adjusted against the refund. The adjustment is itemised in the refund breakdown.
• A single-use coupon consumed on a fully cancelled or fully returned order is reinstated to your account where it has not expired. Where it has expired in the meantime, we issue an equivalent replacement coupon.
• Shipping charges are refunded in full when the whole order is cancelled or returned, or when the return is due to a damaged, defective or incorrect item. On a change-of-mind return of only part of an order, the shipping charge already incurred is not refunded.
• Cash on Delivery handling fees, where charged, are refunded whenever the order is cancelled before dispatch or the return is due to our error.

12. Referral rewards on a cancelled or refunded order

ApexMart runs a voluntary affiliate programme in which registered users can refer other people to shop on the platform. A referral reward arises only from a genuine purchase that is paid for, delivered and retained.

• When an order is cancelled, returned or refunded, any referral reward that accrued from it is reversedand removed from the referring user's wallet balance.
• Where the reward had already been credited, the reversal is recorded as a separate, clearly-labelled entry in that user's wallet ledger so the adjustment is fully traceable.
• If the wallet balance is insufficient to absorb the reversal, the shortfall is carried forward and set off against rewards that accrue subsequently.
• Partial returns reverse only the portion of the reward attributable to the returned items.
• The reversal affects only the referral reward. It never reduces the refund payable to the customer who returned the order.

13. Replacements and exchanges

Where an item is damaged, defective or incorrect, you may ask for a replacement instead of a refund. If the same item is in stock, the replacement is dispatched within 1-2 business days of the returned item passing inspection, at no shipping cost to you. If it is out of stock, the order is refunded in full to the timetable in section 10 without you having to ask again. Size and colour exchanges are available on apparel and footwear within the same return window, subject to availability.

14. Damaged, missing or wrong item on delivery

Please check the parcel before you accept it. If the outer packaging is torn, wet, resealed or visibly tampered with, refuse the delivery — that is the cleanest outcome and triggers an automatic full refund once the parcel returns to us.

If you discover damage, a defect, a missing item or the wrong item after opening the parcel, report it within 48 hours of delivery by writing to support@apexmart.in, quoting the order number shown against the order in Dashboard → My Orders. Please include:

• your order number;
• photographs of the outer packaging, including the shipping label;
• photographs of the item showing the damage or the discrepancy;
• for a missing item or a sealed-pack shortfall, an unboxing video that runs continuously from the sealed parcel through to the contents laid out.

We recommend recording an unboxing video for every high-value order — it is the single piece of evidence that lets us settle a shortfall claim immediately rather than after a courier investigation. Reports made within 48 hours with this evidence are resolved by replacement or full refund, with no return shipping charged to you, and the refund follows the timetable in section 10.

A report made after 48 hours can still be raised within the return window in section 4, but it may need a courier investigation before it can be settled, which takes longer.

15. Failed, duplicate and unconfirmed payments

• If money left your account but the order was not confirmed, the transaction is normally reversed automatically by the payment gateway or your bank. Send us the bank reference if it has not reversed within 5-10 business days and we will trace it with the gateway.
• If you were charged twice for the same order, the duplicate is refunded in full to the original payment method within 5-7 business days of us confirming the duplication — no return is required.
• Where a payment gateway or bank charge, convenience fee or foreign exchange spread was levied by your bank rather than by us, that portion is refundable only by your bank. We will give you the transaction details you need to claim it.

16. Orders paid for and delivered by an independent seller

Where an item is sold by an independent seller listed on the platform, that seller is the seller of record and this policy still applies in full — ApexMart collects the payment, manages the return and releases the refund to you. You never have to chase a seller for your money.

17. If you are not satisfied

Write to us first at support@apexmart.in with your order number. We acknowledge every refund complaint within 48 hours and aim to resolve it within 7 business days.

If the response does not resolve the matter, escalate it to our Grievance Officer, whose details, acknowledgement and resolution timelines are published on our Grievance Redressal page. The Grievance Officer is appointed under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

Grievance email

grievance@apexmart.in

18. Contact us about a refund

For anything on this page — a cancellation, a return, a refund that has not landed — reach us at the details below or through our Contact page. Please quote your order number so we can pull up the transaction straight away.

Legal entity

ApexMart

Email

support@apexmart.in

Business hours

Monday to Saturday, 10:00 AM to 7:00 PM IST

This policy applies to orders placed on or after the "Last updated" date shown at the top of this page. Earlier orders are governed by the version of the policy that was in force when the order was confirmed; write to us and we will send you a copy.