Refund and Returns Policy

Overview

Pounelia is a multivendor marketplace — every product is sold and shipped by an independent Vendor. This policy explains how returns, replacements and refunds work across the marketplace. Individual Vendors may not offer terms less favourable to you than those below.

Return window

You may request a return or replacement within 7 days of delivery, provided the product is eligible under the categories below.

Non-returnable items

For health, hygiene and safety reasons, the following cannot be returned once the seal/package has been opened or the item has been used, unless the product received is defective, damaged, expired, or different from what you ordered:

Vitamins, supplements and ingestible health products
Skincare, cosmetics and other personal care/beauty products
Personal hygiene and sexual wellness products
Any item marked “non-returnable” on its product page

Damaged, defective or wrong item received

If your order arrives damaged, defective, expired, or different from what you ordered, please contact us within 48 hours of delivery with your order number and photos/video of the item and packaging. We will arrange a free replacement or full refund once this is verified with the Vendor.

How to request a return

Contact us via our Contact page or [support email to be added] with your order number and reason for return. Our team will coordinate pickup (where available) with the Vendor.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Since orders are currently paid via Cash on Delivery, approved refunds are made by bank transfer or UPI to an account you provide, usually within 7–10 business days of approval. When online payment methods are enabled, refunds for those orders will be credited back to the original payment method.

Cancellations

Orders can be cancelled free of charge any time before they are shipped by the Vendor. Once an order has been shipped, it can no longer be cancelled and must instead follow the return process above, if eligible.

Need help?

This is a general policy template for a health & beauty marketplace and should be reviewed by a qualified legal professional to ensure full compliance with Indian consumer protection law before you rely on it for your business.