This policy explains how to cancel an order, what can be returned, and how and when your money comes back. It is part of our Terms & Conditions.

1. Cancelling an order

• Before dispatch: while an order is placed or confirmed, you can cancel it for a full refund. Call or write to us at support@parivarsathi.com or +91-7848941516 with your order number. Family Mart members can also ask at their store.
• After dispatch: once an order is out for delivery, it cannot be cancelled. You can refuse a cash-on-delivery parcel at the door. For a prepaid parcel, see the returns section below.
• Mass Market and Jewellery orders ship as separate parcels from each seller, so each parcel can be cancelled until that seller dispatches it.
• Gold bought at the day’s rate is priced at the moment you order, so it cannot be cancelled for a change of mind. We cancel it with a full refund only if we cannot supply it.
• We may cancel an order we cannot fulfil, for example when an item is out of stock, priced wrongly or cannot be delivered to your PIN code. Anything you paid is refunded in full.

2. Returns and replacements

We replace an item, or refund it, if it:

• arrives damaged, broken or leaking;
• is defective, expired, or not what you ordered;
• is missing from the parcel.

Tell us within 48 hours of delivery, with your order number and photos of the item and the packaging. Keep the item, its tags and its packaging until the matter is settled. If a pickup is needed, we or the seller arrange it at no cost to you.

These cannot be returned unless they arrived damaged, defective or wrong:

• groceries, fresh and perishable food;
• personal care, hygiene and innerwear items once opened;
• gold, jewellery and coins, except as covered by the seller’s own written exchange or warranty terms shown on the product;
• items made or altered to order;
• gift and reward items given against PV, Monthly Jackpot prizes, and digital or service bookings.

Products with a manufacturer’s warranty are serviced under that warranty, through the brand’s service centres.

3. How refunds are paid

• Paid online (Razorpay): the refund goes back to the same card, bank account, UPI ID or wallet. We start it within 7 working days of approving it. Your bank usually takes a further 5–7 working days to show it.
• Paid by UPI to our UPI ID: we send the refund back to the UPI ID or bank account it came from, within 7 working days of approval.
• Cash on delivery: nothing is charged until delivery. If a refund is due after you have paid, we send it by UPI or bank transfer to an account you give us, within 7 working days of approval.
• Payment taken but no order? If money left your account but the order shows unpaid, Razorpay returns any payment that is not matched to an order, usually within 5–7 working days. Contact us with the date and amount if it has not arrived.
• PV earned on a cancelled or returned order is taken back. Member savings and offers apply only to what you keep.

4. Services and the Local Market

• Services are provided and charged for by our partner companies. Cancelling and refunding a service follows that partner’s own terms; we will help you take it up with them.
• Local Market sales are between members. Parivar Sathi takes no payment for them, so refunds are a matter between the buyer and the seller.

5. Asking for a cancellation or refund

Write to us or call at support@parivarsathi.com or +91-7848941516, with your order number and, for a damaged or wrong item, photos. We reply within 48 hours and tell you what happens next.