RETURN, REFUND AND CANCELLATION POLICY
PRERNAMART
Effective Date: 25th December, 2025
1. INTRODUCTION AND SCOPE
This Cancellation and Return Policy (“Policy”) governs the terms under which Users (“You” or “Your”) may cancel orders, request returns, or seek related remedies for products purchased through Prernamart.com (“Platform”).
Prernamart.com is an initiative facilitated under the aegis of the Uttar Pradesh State Rural Livelihood Mission (UPSRLM) and supported by the Government of Uttar Pradesh. The Platform operates as a technology intermediary, enabling transactions between Users and independent third-party sellers (“Sellers”).
This Policy applies to all purchases made on the Platform and must be read in conjunction with the Terms and Conditions.
2. ROLE OF PLATFORM AND GOVERNMENT DISCLAIMER
The Platform acts solely as a facilitator of transactions between Users and Sellers. All products listed on the Platform are sold by independent Sellers, who are solely responsible for product quality, fulfillment, returns, refunds, and customer support.
It is expressly clarified that UPSRLM and the Government of Uttar Pradesh are not sellers and do not handle products, inventory, or logistics. The Platform does not assume responsibility for Seller-specific return or cancellation decisions beyond providing facilitation support.
Accordingly, neither UPSRLM nor the Government of Uttar Pradesh shall be liable for return or refund disputes, delays or failures in processing requests, or any indirect or consequential losses arising from such transactions.
3. ORDER CANCELLATION POLICY
3.1 Cancellation Before “Out for Delivery”
You may cancel your order at any time before the order status changes to “Out for Delivery.” Cancellation requests must be initiated prior to dispatch or final handover to the delivery partner. Once the order has been marked as “Out for Delivery,” cancellation requests shall not be accepted.
3.2 Method of Cancellation
Cancellation requests may be initiated through the user account dashboard on the Platform or through the official customer support channels. The Platform may facilitate such requests; however, final acceptance of cancellation may be subject to Seller confirmation and operational feasibility.
3.3 Effect of Cancellation
Upon successful cancellation, the order shall be terminated and any applicable refund shall be processed in accordance with the payment method used. The Platform shall not be liable for delays in refund processing caused by banks, payment gateways, or other third-party service providers.
4. RETURN POLICY
4.1 General Return Principle
The Platform offers a return mechanism in cases where an incorrect product is received, subject to the terms of this Policy and Seller-specific conditions. Returns are governed by product-specific return policies, which are displayed on the respective product pages.
Users are strongly advised to review the applicable return policy before placing any order.
4.2 Return Window
The return window for products may vary depending on the product category and Seller policy. The return window typically ranges from zero (0) to seven (7) days from the date of delivery.
Some products may not be eligible for return, while others may be returned within a limited timeframe. Return requests raised outside the applicable return window shall not be accepted.
4.3 Eligibility for Returns
A return request may be considered only if the product delivered is incorrect, damaged, or materially different from the ordered product, and the request is raised within the applicable return window.
In addition, the product must be unused, in its original condition and packaging, and accompanied by all accessories, labels, and invoices, unless the return is due to a defect.
The Seller reserves the right to inspect and verify the condition of the returned product before approving the return.
4.4 Non-Returnable Situations
Return requests may not be accepted in situations where the request is raised after the expiry of the return window, the product has been used or damaged due to misuse, original packaging or accessories are missing, or the product is explicitly marked as non-returnable on the product page.
4.5 Return Process
Upon initiation of a valid return request, the Platform may facilitate coordination between the User and the Seller. Depending on the Seller’s policy, the product may be picked up by a logistics partner or may require the User to arrange for return shipment.
The Seller shall inspect the returned product and determine eligibility for return approval. The Platform does not guarantee acceptance of return requests and acts only as a facilitator.
5. REFUNDS
Refunds, where applicable, shall be processed after the Seller approves the return. Refunds may be issued through the original payment method or other modes as determined by the Seller or Platform.
Refund timelines may vary depending on Seller confirmation, payment provider processing time, and banking systems. The Platform shall not be liable for delays beyond its reasonable control.
6. USER RESPONSIBILITIES
Users are responsible for reviewing product-specific return policies prior to placing an order, ensuring accurate order details, inspecting products at the time of delivery, and raising cancellation or return requests within the specified timelines.
Failure to comply with these requirements may result in rejection of cancellation or return requests.
7. LIMITATION OF LIABILITY
To the fullest extent permitted by law, the Platform shall not be liable for rejection of cancellation or return requests by Sellers, delays in processing refunds, product defects, or logistics-related issues.
UPSRLM and the Government of Uttar Pradesh shall not be liable for any product-related disputes, transactional losses, or damages arising from the use of the Platform.
8. FRAUD PREVENTION AND MISUSE
The Platform reserves the right to reject or cancel requests that are suspected to be fraudulent, abusive, or in violation of this Policy. The Platform may suspend or restrict User accounts in cases of misuse of cancellation or return facilities.
The Platform may also share relevant information with law enforcement authorities in compliance with applicable laws.
9. MODIFICATIONS TO POLICY
The Platform reserves the right to modify this Policy at any time. Any changes shall become effective upon publication on the Platform. Continued use of the Platform shall constitute acceptance of the updated Policy.
10. GOVERNING LAW AND JURISDICTION
This Policy shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts located in Lucknow, Uttar Pradesh.
11. CONTACT INFORMATION
For any queries, assistance, or complaints relating to cancellations or returns, Users may contact the Platform through the official communication channels provided on Prernamart.com.
