Refund policy
Table of Contents
- Cancellation Policy
- Non-Delivery & Lost Shipment Reporting
- Return, Exchange & Replacement Policy
- Mandatory Unboxing Video Requirement
- Claim Submission Timeline
- Hybrid Fulfilment Structure
- Verification & Approval Process
- Refund Processing
- Non-Serviceable Areas
- Fraud & Misuse Protection
- Limitation of Liability
- Force Majeure
- Policy Updates
- International Orders
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, any eligible refund shall be processed in accordance with this Refund Policy.
If a returned product is received in damaged, spoiled, perished, used, altered, expired, contaminated, or otherwise not in resalable condition upon inspection, the applicable value of the affected item(s) will be deducted from any eligible refund. Perishable products that have deteriorated and cannot be resold will be discarded and shall not be eligible for refund.
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, undelivered shipment, lost shipment, or delivery-related issue within 20 days from the dispatch date. For international orders, please refer to Section 14.5 for the applicable reporting timeline.
Prompt reporting enables Pabung Shopping to initiate an investigation with the courier while the shipment remains traceable and recovery options remain available.
Claims reported after the applicable reporting period may be subject to limited investigation, reduced recovery options, delayed resolution, or refund eligibility based on the condition of the returned goods, in accordance with this Refund Policy.
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. For international orders, please also refer to Section 14.4 regarding parcels inspected by customs authorities.
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
- 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
- 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.
Where a non-delivery or undelivered shipment is reported after the applicable reporting period, Pabung Shopping may have limited ability to initiate or pursue courier investigations, recover the shipment, or obtain compensation from the courier due to courier policies or the passage of time. If the shipment is subsequently returned and, upon inspection, any product is found to be damaged, spoiled, perished, used, altered, contaminated, expired, or otherwise not in resalable condition due to prolonged transit, storage, or other circumstances before its return, the applicable value of the affected item(s) may be deducted from any eligible refund. Perishable products that have deteriorated and cannot be resold may be discarded, and the value of such products shall not be included in any eligible refund.
In certain cases, refunds may be issued without requiring physical return of the product where sufficient verification is available and approval is granted. For international orders, please refer to Section 14.3.
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 (see Section 12), 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
If the delivery location is deemed non-serviceable by our courier or fulfilment network, the order will be cancelled and refunded in full. See our Shipping Policy, Section 9 for details on how serviceability and notification are handled.
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
- Civil disturbances
- Road blockades or transport disruptions
- Government restrictions
- Supply chain interruptions
- Courier operational issues
For international orders, please also refer to Section 14.6.
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.
14. International Orders
14.1 General Applicability
Sections 1–13 of this Policy apply equally to international orders, except as modified in this Section.
14.2 Customs, Duties & Taxes
Any customs duties, import taxes, or clearance fees paid by the customer to a destination country's customs authority are non-refundable under any circumstances, as these amounts are collected by that authority and are not retained by Pabung Shopping.
14.3 Physical Return of Goods
Due to the cost and complexity of cross-border return shipping, Pabung Shopping may, at its sole discretion, resolve verified international claims (damaged, defective, incorrect, or missing items) through refund or replacement without requiring the customer to physically return the product. Where physical return is required, return shipping costs and logistics will be communicated to the customer after claim verification.
14.4 Customs Inspection of Parcels
International parcels may be opened, inspected, or resealed by customs or import authorities in the destination country prior to delivery. Where a parcel shows visible signs of customs inspection (such as official tape, inspection notices, or reseals), customers should note this clearly in their unboxing video and claim submission. Pabung Shopping will take such circumstances into account when applying the unboxing video requirements under Section 4.
14.5 Reporting Timeline for International Orders
Given the longer transit times and cross-border logistics involved in international shipments, non-delivery, lost shipment, or delivery-related issues must be reported within 30 days from the dispatch date, extended from the 20-day domestic window under Section 2, to allow adequate time for investigation with international couriers and customs networks.
14.6 Force Majeure — International
In addition to the circumstances listed in Section 12, international orders may also be affected by customs delays, parcel holds, seizures, import restrictions, or other regulatory actions by the destination country's authorities. Pabung Shopping shall not be liable for delays or non-delivery resulting from such circumstances.
14.7 Import Compliance
Customers are solely responsible for ensuring that ordered products comply with the import laws, customs requirements, quarantine regulations, and biosecurity requirements of the destination country before placing an order.
14.8 Customs Refusal, Seizure & Destruction
Where an international shipment is refused entry, confiscated, seized, destroyed, disposed of, abandoned, or otherwise not released by customs, quarantine, biosecurity, or other governmental authorities due to import restrictions, regulatory requirements, customer non-compliance, or any related governmental decision, Pabung Shopping shall not be liable for the resulting loss of the goods.
Customs duties, import taxes, quarantine charges, inspection fees, storage fees, clearance charges, and other government-imposed charges are non-refundable.
If a shipment is returned to Pabung Shopping, any eligible refund shall be processed only after the returned goods have been received and inspected, and shall be subject to deduction of all applicable shipping charges, return shipping charges, customs-related expenses, handling charges, and the value of any products found to be damaged, spoiled, perished, contaminated, expired, used, altered, or otherwise not in resalable condition.
Contact
For assistance, please contact: Contact Information