Cancellation & Refund Policy

1. Cancelling an Order Before Dispatch

You may cancel any order at no cost at any time before it has been dispatched. Orders are normally dispatched within 1–2 business days of payment, so please cancel as early as you can.

• Orders awaiting payment can be cancelled by you directly — open the order from My Orders and choose Cancel order. The cancellation is immediate and nothing is charged.
• Paid orders can be cancelled by contacting us by email or phone with your order number, before dispatch. We confirm the cancellation and initiate a full refund of the entire amount paid, including any shipping charge.

Once an order has been handed to the courier it can no longer be cancelled. Please use the return route in Section 4 instead, or refuse the parcel at the door (Section 3).

2. Cancellation by NJ MART

We may cancel an order, in whole or in part, in the following situations. In every case you are informed on your registered email or phone, and 100% of any amount already paid is refunded to the original payment method — no deduction is made:

• the product is out of stock or has been discontinued;
• an error in the listed price, description or specification is discovered before dispatch;
• your delivery address is outside our courier partners’ serviceable pincodes;
• the delivery address or contact details are incomplete or unverifiable, and we are unable to reach you;
• the transaction is flagged as fraudulent, unauthorised, or in breach of our Terms & Conditions; or
• delivery is prevented by an event outside our reasonable control.

3. Failed, Incomplete or Duplicate Payments

Online payments on njmarrt.com are processed by Razorpay, our authorised payment gateway partner.

• Payment not completed: if you leave the payment page without paying, the order stays unpaid and is cancelled automatically. Nothing is charged and no refund is needed. You can retry payment from the order page while the order is still open.
• Money debited but order not confirmed: where the amount has left your account but the order did not confirm, the transaction has failed at the bank or gateway. Such amounts are auto-reversed by your bank, typically within 5–7 business days. If it has not reached you by then, contact us with your order number and payment reference and we will pursue it with Razorpay on your behalf.
• Duplicate payment: if you are charged more than once for the same order, write to us. The duplicate amount is refunded in full, initiated within 2 business days of verification.
• Refusing delivery: you may decline the parcel at the door. Once it returns to us and is checked in, the full order value is refunded; the original shipping charge is retained in this case unless the refusal was because the parcel arrived damaged or incorrect.

4. Returns After Delivery

You may request a return and refund within 7 days of delivery. Requests made after this window may not be accepted, except where a longer period is required by applicable law.

To be eligible, the product must be:

• unused and in the same condition in which you received it;
• in its original packaging with all seals, labels, tags, manuals, free gifts and accessories intact; and
• accompanied by the order number or invoice.

How to request: open the order in My Orders and choose Request refund, or email us at njmart2016@gmail.com with your order number and the reason for the return. We respond with return instructions within 2 business days.

5. Damaged, Defective or Wrong Items

If your order arrives damaged, is defective, has leaked, is past or near its expiry date, or is not the product you ordered, please tell us within 48 hours of delivery and send photographs of the product and the outer packaging. We will, at your preference, send a free replacement or refund the full amount including all shipping charges. Return pick-up in these cases is arranged and paid for by NJ MART. This applies to sealed consumable and personal-care products too.

6. Products That Cannot Be Returned

For health, hygiene and safety reasons the following are not eligible for return or refund, unless they arrive damaged, defective, expired or incorrect (in which case Section 5 applies in full):

• food, nutraceutical, ayurvedic and other consumable products once the seal or shrink wrap has been opened;
• personal-care and intimate-use items — soaps, oils, creams, toothpaste, hair care and similar — once opened or used;
• innerwear and other hygiene-sensitive apparel;
• products damaged by misuse, mishandling or improper storage after delivery;
• free items, samples and promotional gifts, which must be returned along with the paid product they accompanied; and
• products where the batch number or barcode does not match the one we dispatched.

7. Refund Method & Timelines

Once a returned product reaches us we inspect it and inform you whether the refund is approved or declined, normally within 3 business days of receipt. Refunds are always issued to the original payment method — we do not issue refunds to a different account, and we do not issue store credit in place of a refund unless you specifically ask for it.

We initiate every approved refund through Razorpay within 2 business days of approval. The timelines above run from that point and depend on your bank or card issuer; NJ MART has no control over how quickly a bank posts a credit. Once a refund is initiated, your order is marked Refunded on your order page. If your bank asks for the gateway refund reference number, contact us and we will share it.

8. What Is Refunded

• Cancellations before dispatch and damaged, defective or wrong items — the full amount you paid, including the shipping charge.
• Change-of-mind returns after delivery — the product value. The original shipping charge is not refunded, and return shipping is borne by you unless we agreed otherwise in writing.
• Partial returns — the value of the returned items only. Any order-level discount is re-applied proportionally, and if returning an item takes the order below the threshold for a discount or free-shipping offer, that benefit is adjusted from the refund.
• No cancellation, restocking or processing fee is charged by NJ MART at any stage.

Where a return is shipped back by you, please pack it securely and use a trackable service — we cannot take responsibility for parcels lost in return transit.

9. Distributor Orders

If an order was attributed to an Independent Distributor, cancelling or refunding it reverses the associated business volume and any credit already allocated on that order. This does not affect the amount refunded to you as the customer — you receive the full eligible refund as set out above.

10. Grievance Redressal

If you are not satisfied with how a cancellation or refund has been handled, write to our Grievance Officer using the details below. We acknowledge every complaint within 48 hours and aim to resolve it within 30 days. Nothing in this policy limits your rights under the Consumer Protection Act, 2019, including your right to approach the National Consumer Helpline (1915) or the appropriate Consumer Disputes Redressal Commission.

11. Contact Us

For any question about a cancellation, return or refund, please contact us: