Refund & Cancellation Policy

This policy explains when an order on PawanSetu can be cancelled and how refunds are paid. Orders are prepared and delivered by the independent shop you ordered from.

Cancelling an order yourself

• You can cancel an order from its order page only while its status is Placed or Pending Payment, that is, before the shop accepts it.
• Self-service cancellation of paid orders is currently switched off. Please contact support to cancel.
• Once the shop has accepted the order, it can no longer be cancelled online. Contact support and we will help where we can.
• An unpaid order (Pending Payment) can always be cancelled, and is cancelled automatically if payment is not completed within 24 hours. Nothing is charged.

Orders the shop rejects

A shop may reject an order before accepting it, for example if an item is out of stock or your address is outside its delivery area. If you had already paid, you receive a full refund automatically.

How refunds are paid

• Online payments are refunded to the original payment method (card, UPI, net banking or wallet) through Razorpay. The refund is started straight away; banks usually take 5–7 working days to show it in your account.
• Cash on Delivery orders cancelled or rejected before delivery have nothing to refund, because no money was collected. If a refund is approved for a COD order you already paid in cash, we record it and pay it back to you directly, and we will contact you to arrange this.
• If an item sells out while you are paying, the order is cancelled and your payment is refunded in full automatically.
• The delivery fee is refunded along with the order whenever the full order is cancelled, rejected or refunded.

Problems with a delivered order

There is no self-service return. If a delivered item is damaged, wrong, missing or expired, contact support as soon as possible with your order number and photos. We will check with the shop and, where the complaint is valid, issue a full or partial refund to your original payment method.

To cancel, open the order from your account. For anything else, contact support using the details below.

Who we are and how to reach us