Help / Returns
Returns & refunds
Clear windows, honest exclusions, and refunds routed through the same payment method you used at checkout.
Eligibility
What can be returned, and what counts as a quality complaint.
7 days
Non-perishable goods
Clothing, electronics, home goods, stationery, beauty products, and similar items can be returned within 7 days of delivery. Item must be unused, in original packaging, and with all tags / accessories.
24 hours (quality complaint only)
Perishable goods
Fresh produce, dairy, prepared food, and other perishables cannot be returned. If the quality is poor on arrival, raise a quality complaint within 24 hours with photos and we will pursue a refund or replacement.
Not returnable
Hygiene-sensitive goods
Innerwear, opened cosmetics, opened personal-care, and prescription medicines cannot be returned for hygiene and regulatory reasons. We can still investigate quality complaints raised within 24 hours.
How returns work
- 1
Open the order
From the Orders tab in the Mandee Store app, tap the relevant order.
- 2
Tap Return / Complain
Available within the eligibility window for the item type.
- 3
Pick a reason
Wrong item, damaged, quality issue, missing parts, or 'changed my mind' (limited to non-perishable, unopened items).
- 4
Add photos & details
Photos are required for damage or quality complaints. Helps the merchant decide quickly.
- 5
Merchant reviews
The merchant reviews and approves or rejects the request. If they do not respond in time, the request is auto-escalated to Mandee Store.
- 6
Pickup & refund
Approved returns are picked up by the merchant or a courier. Refund is initiated once the item is collected (or immediately for quality complaints with photo evidence).
When the money shows up
Once a refund is approved, we issue it instantly to the same payment instrument you used to pay. After that the timing depends on your bank or wallet, not on us.
UPI: credited back to the UPI handle used for payment. Most banks settle within a few business days.
Cards (credit / debit): the refund is initiated instantly via Razorpay. Bank-side settlement can take up to a couple of statement cycles depending on your card issuer.
Mandee Store wallet: instant credit, usable on the next order.
Cash on delivery: refunded to the bank account you provided at COD checkout.
Exact timing varies by bank and gateway and is outside our control. The status of every refund is visible in the order detail screen.
If the merchant rejects
Disputes happen — and we believe in arbitrating them fairly, not auto-refunding every claim.
When a merchant rejects your return or quality complaint, you can escalate from the order screen — tap Escalate to Mandee Store. Our support team reviews:
- The chat history between you and the merchant
- Photos and timestamps you provided
- The merchant's stated reason for rejection
- Comparable past disputes for the same SKU / merchant
We aim to issue a final decision over email. If the decision goes in your favour, the refund is funded from the merchant's next settlement.
You can also escalate directly via /contact if the in-app escalation is not working — quote your order ID.