Refund & Cancellation Policy

Refund & Cancellation Policy

We aim to provide our customers with a smooth and transparent purchasing experience. This policy explains the conditions under which orders may be cancelled, returned, or refunded.

The owner of the website can be reached for refund and cancellation queries at the office locations listed below:

The terms 'you' or 'customer' refer to the user or purchaser on our website.

The refund and cancellation rules are subject to the following terms:

1. 1Order Cancellation: Customers may request cancellation of an order by contacting us at the earliest possible opportunity. Cancellation requests will be considered only if the order has not yet been processed, packed, or handed over to our shipping/logistics partner. Once an order has been dispatched or handed over to the shipping partner, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable return procedure. The Company reserves the right to cancel an order in circumstances including product unavailability, pricing or listing errors, payment issues, suspected fraudulent activity, or other circumstances that prevent us from fulfilling the order.
2. 2Shipping and Delivery Logistics: Orders placed through our website may be delivered through third-party shipping and logistics partners. Once an order has been handed over to the shipping partner, delivery is subject to the applicable courier service, delivery location, and other logistical circumstances. Customers are responsible for providing accurate delivery information, including their name, address, phone number, and other required details.
3. 3Return Eligibility: A return request may be considered in situations such as: the product received is damaged; the wrong product has been delivered; the product is defective; or the product received is materially different from the product ordered or described on the website. Customers should contact us as soon as possible after receiving the order and provide the order details along with photographs or other supporting information where required.
4. 4Return Procedure: To request a return, customers should contact us using the contact details provided on our website. After receiving the request, our team will review the issue and determine whether the product qualifies for a return. If the return is approved, return pickup may be arranged through our shipping/logistics partner. The returned product must generally be in its original condition, with applicable packaging, tags, accessories, and other materials supplied with the product.
5. 5Non-Returnable Items & Conditions: Products may not be eligible for return where they have been: used or damaged after delivery due to customer handling or misuse; altered, modified, or tampered with; returned without required accessories, tags, or packaging where these are necessary; or specifically customised or personalised for the customer, unless the product is defective, damaged, incorrect, or otherwise required to be remedied under applicable law. Certain products may also have specific return conditions, which will be communicated to the customer where applicable.
6. 6Inspection upon Delivery: Customers should inspect their order after delivery. If the product arrives damaged, defective, or incorrect, the customer should contact us promptly and provide relevant photographs, videos, order details, or other information requested by our team. After reviewing the claim, we may provide an appropriate resolution, which may include replacement, return, refund, or another remedy, subject to the circumstances and applicable law.
7. 7Return Shipping Charges: Where a return is approved because the product was damaged, defective, incorrect, or materially different from what was ordered, the Company will determine the appropriate return-shipping arrangement. For returns requested for reasons other than a product defect, damage, or Company error, any applicable return or shipping charges may be deducted from the refund or otherwise borne by the customer, where permitted by applicable law and communicated to the customer.
8. 8Refund Initiation: Once a return has been received and inspected, or once a cancellation/refund request has been approved, the Company will initiate the applicable refund. For payments made online, refunds will generally be processed through the applicable payment service provider and returned to the original payment method used for the transaction, where applicable. The actual time for the refunded amount to appear in the customer's bank account, card, UPI account, or other payment method may depend on the relevant bank, payment network, payment service provider, or financial institution.
9. 9Refund Timeline Delays: Once an eligible refund has been initiated, the amount may take several working days to reflect in the customer's account, depending on the payment method and the customer's bank or financial institution. The Company is not responsible for delays caused by banks, payment networks, payment service providers, or other third parties.
10. 10Partial Refunds: Where appropriate, the Company may issue a partial refund instead of a full refund. The refund amount will depend on the circumstances of the case, the portion of the order affected, applicable shipping or other charges, and the Company's applicable policies, subject to applicable law.
11. 11Failed & Unsuccessful Payments: If a customer's account is debited but the order or payment is not successfully completed, the payment will be handled according to the applicable payment status and payment-processing procedures. Where a refund is required, it will be processed through the applicable payment service provider. The time taken for the amount to be credited may depend on the bank, payment network, or financial institution.
12. 12Return to Origin (RTO) Shipments: If an order cannot be delivered and is returned to the Company by the courier or shipping partner, the shipment may be treated as a Return to Origin (RTO). RTO situations may occur, for example, when: the customer refuses to accept the shipment; the delivery address is incorrect or incomplete; the customer is unavailable for delivery; delivery attempts are unsuccessful; or the shipment cannot be delivered for logistical reasons. Any refund for an RTO order will be considered after the shipment is returned to the Company and the applicable order and refund conditions have been reviewed. Applicable shipping, return, or other charges may be deducted from the refund where permitted by applicable law and the terms communicated to the customer.
13. 13Prepaid RTO Orders: For prepaid orders that are returned to us as RTO, the refund, where applicable, will be initiated after the returned shipment is received and the order is verified. The refund will generally be made to the original payment method used for the transaction. The applicable refund amount may be adjusted for any charges that are legitimately non-refundable or otherwise recoverable under the applicable terms and law.
14. 14Cash on Delivery (COD) Refunds: For Cash on Delivery (COD) orders, no online payment refund will be applicable where no payment has been collected in advance. Where a refund is otherwise due for a COD order, the Company may request the customer to provide appropriate bank/payment details or use another suitable refund method.
15. 15Delayed or Missing Refunds: If you have not received your refund within the applicable timeframe, please first check with your bank or payment provider. You may then contact us with your order number and payment/refund reference details so that we can assist you.
16. 16Policy Updates: We reserve the right to update or modify this Refund & Cancellation Policy from time to time. Any changes will be published on this page with the revised 'Last Updated' date.
17. 17Contact Information: For cancellation, return, or refund-related queries, please contact Shahjee Group of Companies, Address: SHAHJEE EMPORIUM-Dhobiwan, Kunzer, Gulmarg Road, Baramulla-193402, Email: info@shahjeegroup.com, Phone: +91 8686844000. Please include your order number and relevant payment or order details when contacting us regarding a refund or cancellation.