Cancel an order
Use the order screen to request cancellation. A confirmed order can generally be cancelled before picking or dispatch begins. Once fulfilment has started, labour, handling, transport or supplier commitments may make cancellation unavailable or chargeable. The order screen will show the current decision.
Report a problem
From My returns, select the order and identify wrong, missing, damaged, defective or specification- mismatched items. Report visible delivery damage promptly and keep packaging, batch labels, invoice and safe photo evidence until the review is complete.
Product eligibility
Cut-to-size, mixed, installed, used, perishable, hazardous or specially procured materials may not be returnable unless defective, damaged, misdescribed or otherwise required by law. Unopened standard items must remain complete and resaleable. Each product or checkout may display additional eligibility terms.
Inspection, replacement and refund
We may inspect quantity, condition, batch and evidence before approval. An approved remedy may be replacement, missing-item fulfilment, repair, credit note or refund. For a cash-on-delivery refund, finance completes the payout outside the ordering system and a different authorised staff member records the non-secret transaction reference. The GST credit note is issued only after that payout evidence is verified.
Escalation
If an order outcome appears incorrect, open a support case with the order number and decision details. Unresolved concerns can be sent through the grievance process.
Business identity
Operator and contact details
- Legal entity
- [Configure legal entity name before production launch]
- Registration
- [Configure CIN or business registration number before production launch]
- Registered office
- [Configure registered office address before production launch]
- Grievance officer
- [Configure grievance officer name before production launch]
- [Configure grievance email before production launch]
- Phone
- [Configure grievance phone before production launch]