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Refund & Return Policy

Last updated: June 2026  |  Effective from: June 2026

1. Overview

At Mitrotsav, we are committed to ensuring that you receive the gifts and products you order in the condition described. This Policy covers returns and refunds for physical products purchased through the Mitrotsav App.

This Policy does not apply to:

• Wish cards (digital, non-transactional feature — no payment involved)
• Gift pool promises (coordination feature — no direct payment processed by Mitrotsav)
• Subscriptions or in-app purchases (if any — governed separately)

2. Refund Eligibility

You are eligible to request a refund or return in the following cases:

• Item not delivered — The order was not delivered within 2 times the estimated delivery period and no delivery attempt was recorded
• Damaged on delivery — The item was physically damaged or broken upon arrival
• Defective item — The item does not function as described or has a manufacturing defect
• Wrong item delivered — You received a product different from what you ordered (wrong size, colour, product, or quantity)
• Tampered packaging — The sealed packaging was visibly tampered with or opened before delivery
• Order cancelled before dispatch — You cancelled the order before the vendor dispatched it
• Significant quality difference — The item is materially different from its description or images on the Platform

3. Non-Refundable Cases

Refunds will not be provided in the following cases:

• Change of mind after delivery — once delivered and accepted, we cannot process returns for change of mind
• Return requests raised after the applicable return window (see Section 4)
• Items that have been used, washed, altered, or damaged by the buyer after delivery
• Perishable items (fresh food, flowers, bakery items) — unless damaged or spoiled at the time of delivery
• Custom-made or personalised items — unless defective or materially different from what was ordered
• Items described as "non-returnable" on the product listing
• Orders where the delivery OTP was shared with the delivery person but delivery is later disputed without evidence

4. Return Window and Processing Timelines

Action	Timeline
Raise a return/refund request after delivery	Within 24 hours for perishables (food, flowers) Within 48 hours for all other physical products
Mitrotsav team review of request	Within 48 hours of request submission
Approval or rejection notification	Within 3 business days
Refund to original payment method (if approved)	5–7 business days (depends on bank/payment processor)
COD refund (cash or bank transfer)	Within 7–10 business days after approval
Order cancellation before dispatch	Refund initiated within 24 hours of cancellation

5. How to Request a Refund

To raise a refund or return request:

1. Open the Mitrotsav App
2. Go to Profile → My Orders
3. Select the relevant order
4. Tap "Request Return / Refund"
5. Select the reason for return from the list
6. Upload clear photo or video evidence of the issue (required for damaged, defective, or wrong item claims)
7. Submit the request

You will receive a confirmation notification within 24 hours. Our team will review your request and may contact you for additional information.

Alternatively, you may email us at support@mitrotsav.com with your Order ID in the subject line and photo/video evidence attached.

6. Partial Refunds

In cases where only part of the order is affected (e.g., one item out of three is damaged), a partial refund will be issued for the affected item(s) only, based on the pro-rated value of the affected items.

The buyer may choose between:

• A replacement of the affected item (subject to availability)
• A partial refund to the original payment method

The choice between replacement and refund rests with the buyer, consistent with the Consumer Protection Act, 2019.

7. Refund Method and Processing

7.1 Online Payment Orders (Razorpay)

Approved refunds for orders paid via UPI, credit card, debit card, or net banking will be credited to the original payment instrument. Refund processing times depend on the buyer's bank or card network and are typically 5–7 business days after Mitrotsav initiates the refund.

7.2 Cash on Delivery Orders

For COD orders, approved refunds will be processed via bank transfer to the buyer's registered bank account. The buyer must provide bank account details (account number and IFSC code) via the App or email. Transfer is completed within 7–10 business days.

7.3 Refund Confirmation

You will receive a push notification and email confirmation once the refund has been initiated. If you do not receive the refund within the stated timeline, contact us at support@mitrotsav.com.

8. Order Cancellation

8.1 Cancellation Before Dispatch

You may cancel an order at any time before the vendor has dispatched it. To cancel:

1. Go to Profile → My Orders → Select Order
2. Tap "Cancel Order"
3. Select a cancellation reason and confirm

A full refund will be initiated within 24 hours of cancellation.

8.2 Cancellation After Dispatch

Once an order has been dispatched by the vendor, it cannot be cancelled. However, you may raise a return request after delivery if the item qualifies under Section 2.

8.3 Cancellation by Vendor or Mitrotsav

Mitrotsav or the vendor may cancel an order in the following circumstances:

• Product is out of stock or unavailable
• Delivery address is unserviceable
• Suspected fraud or policy violation
• Pricing error on the Platform

In such cases, a full refund will be issued automatically within 2 business days.

9. Cash on Delivery Orders

• COD orders are confirmed only after the buyer enters the delivery OTP given to the delivery person.
• Once the OTP is entered and delivery is confirmed, the order is considered accepted.
• Refunds for COD orders follow the process in Section 7.2 above.
• Repeatedly refusing COD deliveries without valid reason may result in COD access being restricted for your account.

10. Damaged, Defective, or Wrong Items

For all claims of damage, defect, or wrong delivery:

• Photographic or video evidence is mandatory. Claims without evidence may be rejected.
• Do not discard the packaging or item before raising a complaint — it may be needed for the vendor's investigation.
• Our team will investigate with the vendor within 48 hours and communicate the outcome to you.
• If the vendor confirms the error, a full refund or replacement will be offered.
• If the vendor disputes the claim, we will act as a mediator and make a final determination based on available evidence.

11. Statutory Consumer Rights

Nothing in this Refund Policy limits or excludes your rights as a consumer under the Consumer Protection Act, 2019. Under this Act, you have the right to:

• Seek redressal for unfair trade practices
• Receive goods that conform to the description, quality, and quantity agreed upon
• Seek compensation for defective goods or deficiency in service
• File a complaint with the appropriate Consumer Disputes Redressal Commission

If you are not satisfied with our resolution, you may file a complaint on the National Consumer Helpline (NCH — 1800-11-4000) or the E-Daakhil portal at edaakhil.nic.in.

12. Grievance Redressal

13. Contact Us

For refund or return queries:

Email: support@mitrotsav.com
Subject line format: Refund Request — Order #[Your Order ID]
Website: mitrotsav.com
Address: [Registered Address, City, State, PIN — India]