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Why this matters
A "money-back guarantee" or "easy returns" sounds simple, but the small print decides what you really get. Two minutes of reading can save you a lot of time and money. Do this before you pay, not after the box arrives.
The 6 questions to answer
- How many days do you have? Does the time start when you order or when the item arrives?
- Who pays for return shipping? On a heavy item or a return abroad, this can be a big part of the price.
- Do you get all your money back? A policy that keeps the delivery charge or a "restocking fee" means you lose those costs. Also check if the money comes back to your account or only as a voucher.
- Where does it go back to? Some sites that look Indian ship from abroad. A return to another country costs far more than a local one.
- Must the item be unused? Some sellers only accept unopened items with all tags and the original box, which makes a trial pointless.
- How do you start a return? Is there a button in your orders, a form, an email or a phone line?
Common wording, and what it means
Here is wording you will often see on Indian shopping sites:
| Wording | What it means |
|---|---|
| "Full refund, minus S&H" | You do not get shipping and handling back |
| "Delivery charges non-refundable" | The same thing, in plainer words |
| "60-day guarantee" | This tells you the length, not the details. Find out who pays to send it back |
| "Love it or return it" | This is a slogan. Look for the real policy link at the bottom of the page |
| "Replacement only" | You can get another piece, but not your money back |
| "No returns, exchange only" | You must take another item or size from the same seller |
| "Refund to wallet" or "store credit" | Your money stays with the shop |
| "Non-returnable" | Check this line closely, and read how the shop handles a faulty item |
| "Installation required" | You may need the brand's service person to confirm a fault first |
| "Self-ship" | You pack and send it yourself, then claim back the cost if the shop allows it |
If you see two different numbers on the same site, such as 30 and 90 days, ask in writing which one applies.
Extra checks for Indian orders
Does pickup reach your pincode? Return pickup may not cover smaller towns, even when delivery does. If the shop has no pickup there, you may need to send it yourself.
Sale items. Some sellers change the return terms during festival sales, or mark sale items as final. Read the policy on the listing during the sale, not the one you remember.
Large appliances. A washing machine, an AC or a TV often has different rules. The return may depend on a technician's visit. Check this before the box is opened.
Cash on delivery. You need a way to get the money back, so see how the shop refunds these orders. Never share an OTP or a PIN with someone calling about a refund.
Return window against warranty. A return is with the seller. A warranty is usually with the brand, and it often means a repair, not your money back. Keep the bill for both.
Where to find it
Scroll to the bottom of the shop's page and look for "Refund policy", "Returns" or "Terms". On a marketplace, look on the listing itself, as the terms can change from one seller to another. If there is no policy at all, or it is only a picture, treat this as a warning sign.
Keep your proof
Take a screenshot of the policy on the day that you buy, because pages can change. Keep your order email and the invoice. It helps to record a short video as you open a costly parcel, showing the label and the seal. When you start a return, get a return number. If you ship it yourself, use tracked shipping and keep the receipt.
Your rights in India
The Consumer Protection Act, 2019 protects buyers in India, including those who shop online. In general terms, a shop's policy does not remove your rights if the item is faulty, is not what was described, or is not delivered. These rights can apply even if the policy says less. They do not usually cover a simple change of mind, so that part depends on the shop's own policy.
If a return is refused, follow these steps:
- Write to the seller, and keep the reply.
- Write to the marketplace or the shop's grievance officer. Indian e-commerce rules ask shops to name one.
- Call the National Consumer Helpline on 1915. It can take up your complaint with the company.
- For a formal complaint, consumer commissions take cases online through the government's e-Daakhil system, now part of e-Jagriti.
Time limits can apply, so do not wait. For details on your own case, check the official consumer websites or ask a lawyer.
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Common questions
What does minus S&H mean?
It means that the refund does not include shipping and handling. You get back the product price, but not those costs.
Who pays for return shipping?
It depends on the seller's policy. Many online sellers ask the buyer to pay, so check before you order.
How do I get a refund on a cash on delivery order?
It depends on the seller. Many ask for your bank account or UPI details, and some offer a store wallet or a voucher. Check which one applies, and give these details only inside the official app or site.
Is replacement the same as a refund?
No. A replacement gives you another piece of the same item, and a refund gives you your money back. Many listings offer only replacement, so check which one you are getting.