Last updated: April 2026.
1. Who decides on a return
ShantigramCentral is a marketplace. Each vendor is the seller and sets the return window, replacement policy, and refund terms for their own listings. We facilitate the request flow but do not unilaterally approve, reject or process refunds. The return window for any product or service is shown on its detail page before you check out.
2. When you can request a return
- The product was delivered damaged, defective, or materially different from the listing.
- The product is unused, in its original condition, and still inside the return window set by the vendor (typically 0–14 days from delivery).
- For services and bookings, cancellation windows and refund eligibility follow the vendor's published policy on the service detail page.
3. Items that cannot be returned
- Perishable goods (cooked food, dairy, fresh produce, baked items).
- Personal-care items unsealed after delivery, on hygiene grounds.
- Custom-made or made-to-order items.
- Items marked "Final sale" on the listing.
- Services already delivered.
4. How to raise a return
- Sign in to your portal and open My Account → My Returns → New Return.
- Pick the order and item, give a clear reason, and upload at least one photograph that shows the issue.
- Submit. The vendor will receive your request immediately and respond within 48 hours.
- Track the status from My Returns. You will also be notified by email at every step.
5. Vendor decision
The vendor will accept, partially accept, or reject your request. If accepted, the vendor will arrange pick-up or replacement and confirm the refund amount. ShantigramCentral logs every decision and timestamps it for transparency.
6. Refund processing
Once a return is accepted and the item collected (or service cancelled), the refund is processed by the vendor through ShantigramCentral. The refund will be issued to your original payment method within 7 working days of acceptance, or as per the vendor's published refund timeline if longer. You will receive a credit note (a refund invoice under Rule 53 of the CGST Rules) for your records.
7. Disagreements
If you and the vendor cannot agree on a return, you may escalate to ShantigramCentral by raising a ticket from your portal Help Center. Our community team will mediate within 5 working days. Our recommendation is non-binding but we will document it on the order. You retain all your statutory rights under the Consumer Protection Act, 2019, including the right to file a complaint with the appropriate Consumer Disputes Redressal Commission.
8. No questions asked?
Some vendors voluntarily offer "no questions asked" returns. When they do, the listing will display a green badge and our portal will auto-approve your request. This is at the vendor's option and is not a Platform guarantee.
9. Vendor Subscription Fees — No Refund
All vendor subscription fees (₹249/month for resident vendors, ₹499/month for shop vendors) are non-refundable. When you cancel your subscription:
- Cancellation takes effect immediately.
- Your listings are unpublished and no longer visible to customers.
- No refund is issued for the remaining period.
- You can re-subscribe at any time to restore your listings.
New vendors receive a 60-day free trial. If you cancel during the trial, no charges are applied. After the trial, payment is required to keep your listings published.
10. Contact
For any return-related question, raise a ticket from your Help Center or email returns@shantigramcentral.com.