Buyer Protection

Refund & Returns Policy

Your trust matters. Understand how returns, refunds, and dispute resolution work on the Flexicartor marketplace.

7-Day Return Window
Buyer Protection Guarantee
Last Updated: February 2026

Your Consumer Rights

This policy is governed by and subject to the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Nothing in this policy restricts or limits your statutory rights as a consumer under Indian law.

You retain the right to approach the District, State, or National Consumer Dispute Redressal Commission for any unresolved grievances, regardless of the dispute resolution process outlined above.

Grievance Officer: Sujit Das | Email: grievance@flexicartor.com | Phone: +91 6292 009 662
Acknowledgement within 24 hours. Resolution within 15 working days.

Overview

Understanding your rights and our commitment to fair returns

Welcome to the Refund and Return Policy of Flexicartor Private Limited (CIN: U46901WB2025PTC281427), operating the global marketplace platform at flexicartor.com. This policy outlines the terms governing returns, refunds, cancellations, and dispute resolution for all orders placed through our platform.

Flexicartor is committed to ensuring a fair and transparent shopping experience for all buyers while supporting our sellers in managing their businesses effectively.

Important Notice This policy applies to all products purchased through the Flexicartor marketplace. Individual sellers may offer additional or extended return policies for their products. Please check the specific product listing and seller terms before making a purchase.

Marketplace Model & Seller Responsibility

How the marketplace operates and who handles returns

Flexicartor operates as a marketplace facilitator. It is essential to understand how this affects the return and refund process:

  • Flexicartor does NOT own, manufacture, or stock products listed on the platform. All products are owned, listed, and fulfilled by independent third-party sellers.
  • The responsibility for product quality, accurate descriptions, packaging, and shipping rests entirely with the respective seller.
  • Returns and refunds are primarily the seller's responsibility. Flexicartor acts as a facilitator and mediator between buyer and seller.
  • Flexicartor provides buyer protection and steps in when disputes cannot be resolved directly between buyer and seller.
  • All payments and refunds are processed through our licensed Payment Aggregator partner in compliance with applicable regulations.
Buyer Protection Guarantee While sellers handle returns directly, Flexicartor provides a Buyer Protection program. If a seller fails to honor their return policy, or if you receive a product that is materially different from its listing, Flexicartor will intervene to ensure a fair resolution.

Return Window & Eligibility

Time limits and conditions for returning products

Buyers may initiate a return within the applicable return window from the date of delivery, subject to the following conditions:

Category Return Window Condition Required
Standard Products 7 days from delivery Unused, original packaging
Electronics & Gadgets 7 days from delivery Unopened or defective only
Fashion & Apparel 7 days from delivery Unworn, tags attached
Perishable Goods 24-48 hours from delivery Damaged or spoiled only
Custom/Made-to-Order As specified by seller Defective or wrong item only
Please Note The standard return window is 7 days from delivery, but individual sellers may offer extended return periods. Always check the return policy mentioned on the product listing page before placing an order. The return window applicable to your purchase will be clearly stated at checkout.

Eligibility Criteria for Returns

  • The product must be in its original condition, unused, and in the original packaging with all tags, labels, and accessories intact.
  • The return request must be initiated within the applicable return window via your Flexicartor account.
  • Proof of purchase (order confirmation or invoice) may be required.
  • Products must not be damaged due to misuse, negligence, or unauthorized modifications by the buyer.
  • For electronics, the product must include all original accessories, manuals, and warranty cards.

Refund Process & Timeline

Step-by-step journey from return request to refund

Once a return is initiated and approved, the refund process follows these steps:

1

Return Request Submitted

Buyer submits a return request through their Flexicartor account, providing reason and supporting photos if applicable.

2

Seller Review (1-2 Business Days)

The seller reviews the return request and either approves it or requests additional information. If no response within 48 hours, the request is auto-approved.

3

Product Returned to Seller

Once approved, the buyer ships the product back. Reverse logistics may be arranged by the seller or through Flexicartor coordinated partners.

4

Quality Check by Seller (1-2 Business Days)

Seller inspects the returned product to verify it meets the return eligibility criteria.

5

Refund Processed (5-10 Business Days)

After the seller confirms receipt and condition of the returned product, the refund is initiated and credited within 5-10 business days.

Refund Methods & Payment

How you'll receive your money back

Refunds are processed through the original payment method used at the time of purchase, via our licensed Payment Aggregator partner:

Payment Method Refund Destination Processing Time
Credit / Debit Card Original card 5-10 business days
UPI Original UPI ID 3-5 business days
Net Banking Original bank account 5-10 business days
Digital Wallets Original wallet 3-7 business days
Cash on Delivery Bank transfer / Wallet credit 7-10 business days
Refund Amount The refund amount will include the product price and applicable taxes. Shipping charges are refundable only if the return is due to seller error (wrong product, defective item, or product not as described). For buyer-initiated returns (change of mind, size issues), the original shipping charges may not be refunded, at the seller's discretion.

Order Cancellation Policy

Cancelling orders before and after dispatch

You may cancel your order at different stages, with varying implications:

Before Dispatch

  • Orders cancelled before the seller dispatches the product will receive a full refund, including any shipping charges paid.
  • Cancellation can be done directly from your Flexicartor account under "My Orders."
  • Refund for pre-dispatch cancellations is typically processed within 3-5 business days.

After Dispatch

  • Once the product has been dispatched by the seller, cancellation is no longer possible.
  • You may refuse delivery at the doorstep, which will initiate the return-to-seller process.
  • Alternatively, accept delivery and initiate a return within the applicable return window.
  • Refunds for post-dispatch returns follow the standard refund timeline (5-10 business days after seller receives the product).
Partial Cancellations For orders containing multiple items from the same seller, you may be able to cancel individual items before dispatch. For multi-seller orders, each seller's items are treated independently.

Dispute Resolution

When you can't resolve issues directly with the seller

If you are unable to resolve a return or refund issue directly with the seller, Flexicartor provides a structured dispute resolution process:

  1. Direct Communication: First, attempt to resolve the issue with the seller through the Flexicartor messaging system. Most issues are resolved at this stage within 48 hours.
  2. Raise a Dispute: If the seller is unresponsive or you are unsatisfied with their response, you can escalate the matter by raising a formal dispute through your account. Provide all relevant details, including order information, photos, and communication history.
  3. Flexicartor Mediation: Our dedicated dispute resolution team will review the case, examine evidence from both parties, and mediate a fair outcome. This process typically takes 3-5 business days.
  4. Final Decision: Flexicartor will make a final, binding decision based on the evidence provided, marketplace policies, and applicable consumer protection guidelines. Both buyer and seller are expected to abide by this decision.
Fair Mediation Promise Flexicartor is committed to impartial dispute resolution. Our team considers all evidence objectively and aims to reach a fair outcome for all parties involved. In cases where the seller is clearly at fault, Flexicartor may issue a refund directly from its buyer protection fund.

Seller Obligations for Refunds

What sellers must do to comply with this policy

All sellers on the Flexicartor marketplace are required to adhere to the following refund obligations as part of their Seller Agreement:

  • Honour Return Policies: Sellers must honour the return window and conditions displayed on their product listings at the time of purchase.
  • Timely Response: Sellers must respond to return requests within 48 hours. Failure to respond results in automatic approval of the return.
  • Quality Verification: Sellers must complete product inspection within 2 business days of receiving the returned item.
  • Prompt Refund Authorization: Once the return is verified, sellers must authorize the refund within 1 business day.
  • Accurate Listings: Sellers must ensure product descriptions, images, and specifications are accurate to minimize return-worthy discrepancies.
  • Return Shipping: For returns caused by seller error (wrong item, defective product, or misleading description), the seller must bear the return shipping costs.
  • Compliance: Sellers must comply with all applicable consumer protection laws and Flexicartor marketplace policies.

Sellers who consistently fail to meet these obligations may face penalties including reduced visibility, temporary suspension, or permanent removal from the marketplace.

Non-Returnable Items

Products that cannot be returned under normal circumstances

Certain categories of products may be marked as non-returnable by sellers, subject to applicable laws. Common non-returnable items include:

  • Perishable goods (food, flowers, fresh produce) beyond the defective/damaged window
  • Personal hygiene products (innerwear, swimwear, beauty products once opened)
  • Customized or personalized products made to buyer specifications
  • Digital products, downloadable software, and subscription services once activated
  • Hazardous materials, flammable liquids, or gases
  • Gift cards and prepaid vouchers
  • Products with broken or tampered seals (where applicable)
  • Jewellery and precious items once the tamper-proof packaging is opened (unless defective)
Seller-Defined Non-Returnable Items Individual sellers may designate additional items as non-returnable based on the product nature. This information will always be clearly displayed on the product listing page. We strongly recommend reviewing the return policy on the product page before completing your purchase.

Note: Even for non-returnable items, if the product received is defective, damaged, or materially different from the listing, you may still be eligible for a return or refund under Flexicartor's Buyer Protection program.