Refund policy

1. Cancellation Policy

Orders may be cancelled within 24 hours of placement for a full refund.

If the order has not yet been packed at the time of cancellation request, a full refund will be issued.

If cancellation is requested after the order has been packed and scheduled for dispatch but before shipment is handed over to the courier, a cancellation fee of ₹200 will be deducted and the remaining amount will be refunded.

Once an order has been dispatched, it cannot be cancelled.

If a parcel is returned to origin (RTO):

  • If delivery is refused by the customer, applicable forward shipping and RTO charges will be deducted.
  • If non-delivery occurs due to transit-related issues not caused by the customer, a full refund will be issued.

If a returned product is received in damaged, used, altered, or poor condition, the applicable amount for the damaged item(s) will be deducted. Damaged or perishable returned products will be discarded and cannot be resold.

Perishable items, including food products such as dry fish and similar consumables, are strictly non-refundable once dispatched.

2. Non-Delivery & Lost Shipment Reporting

Customers must report any non-delivery, lost shipment, or delivery-related issue within 20 days from the dispatch date.

Claims raised beyond 20 days from dispatch may not be eligible for compensation, investigation, or refund.

3. Return, Exchange & Replacement Policy

Returns, exchanges, or replacements are accepted only in cases of:

  • Products damaged during delivery
  • Manufacturing defects
  • Incorrect items received
  • Missing items from the parcel

Returns or exchanges will not be accepted for:

  • Change of mind
  • Personal preference
  • Taste-related dissatisfaction
  • Minor variations in color, texture, print placement, stitching, packaging, or design
  • Size selection errors made by the customer
  • Slight variations inherent in handmade, traditional, or natural products

All product images are for representation purposes. Minor variation may occur due to lighting, screen settings, material characteristics, or production processes and shall not be considered a defect.

4. Mandatory Unboxing Video Requirement (Applies to All Orders)

A single, continuous, unedited unboxing video is mandatory for all damaged, defective, missing, or incorrect item claims, regardless of the fulfilment location or dispatch facility.

The video must:

  • Begin before opening the parcel
  • Clearly show the package in its original sealed condition
  • Clearly display the shipping label
  • Capture the entire unboxing process without cuts
  • Show all layers of packaging
  • Clearly display the product and the exact issue

Edited videos, partial recordings, or videos recorded after the parcel has already been opened will not be accepted.

5. Claim Submission Timeline

All damage, defect, missing item, or incorrect item claims must be reported within 48 hours of delivery.

The unboxing video and complete claim details must be shared within this period.

Claims raised after 48 hours of delivery or without proper unboxing proof will not be eligible for return, replacement, or refund.

6. Hybrid Fulfilment Structure

Pabung Shopping operates through a structured fulfilment network.

Products may be:

  • Packed and shipped directly by Pabung Shopping
  • Dispatched from authorised fulfilment partners operating approved facilities

Return logistics and inspection processes may vary depending on the product and dispatch location.

In applicable cases, products may need to be returned to the designated return facility instead of Pabung Shopping’s address. Return instructions will be provided after claim verification.

7. Verification & Approval Process

Upon receipt of a claim, submitted materials will be reviewed by our team.

For certain products dispatched from authorised fulfilment partners, claim details may be forwarded for quality inspection and verification as part of the resolution process.

Approval or rejection of refund, replacement, or return requests may be subject to internal investigation and eligibility criteria.

The final decision communicated after investigation shall be binding.

8. Refund Processing

Shipments in Transit

For orders that have already been dispatched, refund, replacement, cancellation, compensation, or other claim resolutions relating to delivery issues will not be processed or finalized while the shipment remains in active transit or under courier investigation.

Where a shipment is delayed, undelivered, misrouted, awaiting delivery attempts, or subject to courier verification, claim resolution shall remain pending until the shipment reaches a final courier status.

Final courier status includes:

  • Successful delivery to the recipient;
  • Return-to-origin (RTO) and receipt of the parcel at the designated return facility;
  • Official written confirmation from the courier that the shipment is lost, irrecoverable, or undeliverable; or
  • Any other final status reasonably accepted by Pabung Shopping for claim resolution purposes.

Until a final courier status is established, Pabung Shopping reserves the right to defer refunds, replacements, compensation, cancellations, or other claim resolutions while shipment verification and investigation are ongoing.

During this period, Pabung Shopping may coordinate with the courier, fulfilment partner, or other relevant service providers to investigate and verify the shipment status. Customers may be required to provide additional information or cooperate with the investigation process where necessary.

Refund Eligibility & Processing

Refunds are processed only after:

  • Successful verification and approval of the claim; and
  • Receipt and inspection of returned goods, where physical return is required.

Where a shipment is returned to origin (RTO), any applicable refund shall be processed after the returned parcel is received and inspected, unless otherwise determined by Pabung Shopping based on the circumstances of the case.

In certain cases, refunds may be issued without requiring physical return of the product where sufficient verification is available and approval is granted.

Estimated Credit Timelines

(Subject to payment provider and banking network processing times)

  • Credit/Debit Cards: 3–5 business days
  • Net Banking: 7–10 business days
  • UPI: 5–7 business days
  • Wallets: 1–2 business days
  • NEFT Bank Transfer: 5–7 business days

Shipping Charges & Logistics Costs

Shipping charges are non-refundable unless the issue is confirmed to have arisen directly due to an error attributable to Pabung Shopping.

Where a shipment is delayed, undelivered, returned to origin (RTO), cancelled, suspended, rerouted, or otherwise affected due to force majeure events or circumstances beyond the reasonable control of Pabung Shopping, including but not limited to natural disasters, road blockades, transport disruptions, civil disturbances, government restrictions, security situations, supply chain interruptions, or courier operational issues, shipping charges, freight charges, courier charges, return shipping charges, handling fees, and other logistics costs already incurred shall remain non-refundable.

Any refund approved in such circumstances shall be limited to the eligible refundable amount after deduction of applicable shipping charges, freight charges, courier charges, return shipping charges, handling fees, and other logistics costs incurred in relation to the order.

Pabung Shopping reserves the right to withhold, defer, approve, reject, or otherwise determine claim outcomes based on verification results, courier records, return inspection findings, compliance with this policy, and any other relevant information reasonably required for claim assessment. The final decision communicated after review shall be binding.

9. Non-Serviceable Areas

Orders may be cancelled and refunded if the delivery location is non-serviceable by our courier or fulfilment network.

Notification may be sent via email or WhatsApp where applicable.

10. Fraud & Misuse Protection

Providing false, manipulated, incomplete, or misleading information during claim submission will result in rejection of the claim.

Repeated misuse of the return policy may lead to restriction of future purchase eligibility.

11. Limitation of Liability

Pabung Shopping’s liability shall be strictly limited to the amount paid for the product in question.

We shall not be liable for indirect, incidental, consequential, or special damages arising from product use, delivery delays, or supply issues.

12. Force Majeure

Pabung Shopping shall not be held responsible for delays or failure in performance resulting from events beyond reasonable control, including natural disasters, transport disruptions, civil disturbances, supply chain interruptions, government restrictions, or courier operational issues.

13. Policy Updates

Pabung Shopping reserves the right to modify, update, or revise this policy at any time.

The policy applicable at the time of order placement shall govern that transaction.

Contact

For assistance, please contact:
https://pabung.com/policies/contact-information