Returns Policy

Return Policy for Familywala.com

We want you to be fully satisfied with your purchase. If you are not happy with your order, please review our return policy below:

Order Cancellation and Return Policy

1. Standard Orders (Non-instant Delivery Orders)

These are your normal product orders (clothing, home goods, electronics, etc.):

When You Can Cancel:

You can cancel before the seller dispatches the product.

After dispatch, you cannot cancel, but you can refuse to accept the product at the time of delivery.

Cancellation Window:

Each product may have a specific time window for cancellation. For example, clothing may allow cancellation within 12 hours, furniture within 24 hours, etc.

This window is mentioned on the product page or order confirmation screen.

Cancellation Charges:

If you try to cancel after the allowed time window, a cancellation fee may be charged (like packaging or shipping charges).

If We Cancel:

Sometimes the seller or Familywala.com may cancel your order due to issues like:

Product out of stock

Pricing error

Quality check failure

In such cases, any amount you paid in advance will be refunded in full.

Refund Timelines:

After a successful cancellation (by you or by us), the refund is processed to your account within 5 to 7 working days.

2. Hyperlocal “Minutes Delivery” Orders (Groceries, Essentials, etc.)

These are products promised to be delivered in 10–60 minutes from nearby shops:

These Orders Cannot Be Cancelled After Placing – because they are packed and dispatched instantly.

Exceptions – Cancellation Allowed Only If:

Delivery is delayed beyond the promised time.

Delivery agent didn’t pick the order from the store.

Seller cancels due to non-availability.

Other valid cases as per updated policies.

RETURNS POLICY (Detailed Explanation)

How Returns Work:

Return is allowed only if the seller supports returns for the product.

Product return eligibility is shown on the product page.

The return policy on the product page overrides everything else.

 One-time Replacement Only: After one replacement, return will not be allowed again.

2. Conditions for a Valid Return:

Before a product is accepted for return, the following checks are done:

 Correct Product: Same brand, model, barcode, and serial number.

 Complete Package: All original accessories, user manuals, freebies, etc., must be included.

 Unused Condition: No damage, stains, tampering. All original tags must be intact.

 Secure Packaging: Product must be returned in its original box or safe packaging.

Example: If you’re returning a smartphone, make sure it’s not locked (remove passcodes, Google/iCloud account), and return the charger, headphones, and box.

3. Pickup Address and Delivery Agent Instructions:

The pickup is arranged only from your original delivery address.

If pickup is not available in your area, we may guide you on how to self-ship the item.

For items like electronics, technician verification may be required before pickup is approved.

Non-returnable Items (Important to Know):

Some products cannot be returned, including:

Items that fall under personal hygiene (innerwear, cosmetics, beauty tools).

Opened perishables (milk, bread, fruits).

Customized or made-to-order products.

Musical wind instruments like flutes or harmonicas.

Items where the seal is broken, or product has been used.

Other Important Points:

All returns are subject to final approval after quality check.

Familywala.com can reject returns if products are misused or not eligible.

Returns will be rejected instantly if the product doesn’t match what was shipped.

Refunds:

Refund is processed after the returned item passes the quality check.

Refund methods:

If paid online – Refund goes back to original payment method.

If COD – You may be asked to provide bank details or receive refund as wallet credit.

Processing time: 5–7 business days.

Each vendor may have their own specific policies, so please check the individual vendor page for more information.