1. INTRODUCTION

This Refund and Cancellation Policy ("Policy") outlines the terms for order cancellations, returns, refunds, and replacements on PakkaLokal.biz ("Platform"). We aim to ensure fair, transparent, and efficient resolution for all Buyers and Sellers.

2. CANCELLATION POLICY

2.1 Pre-Dispatch Cancellations (Before Seller Accepts)

Timeframe: Within 15 minutes of order placement
Eligible: 100% of orders
Process: Cancel button in "My Orders" → Instant refund
Refund Time: 3-5 minutes to original payment method
Charges: None

2.2 Seller-Accepted Order Cancellation

Buyer Request: Valid reason required (size change, wrong address)
Seller Approval: Seller has 2 hours to approve/reject
Platform Decision: Final decision within 24 hours
Refund: Issued within 3-5 working days if approved

2.3 Non-Cancellable Orders

Seller has processed/packed the order
Order dispatched from seller warehouse
Customized/personalized products
Perishable items (food, flowers, bakery)

3. RETURN POLICY (7-DAY NO QUESTIONS ASKED)

3.1 Eligible Returns

Defective/Damaged products
Wrong product delivered (different item/size/color)
Manufacturing defects
Missing accessories/parts
Different from description
100% refund OR replacement (buyer's choice)

3.2 Return Timeframe

App/Website: 7 days from delivery date
Physical Proof: Mandatory photo/video of issue
Reverse Pickup: Free collection within 48 hours

3.3 Return Process

Login → My Orders → Select Order → "Return/Replace"
Upload clear photos showing defect/wrong item
Select reason + preferred resolution (refund/replace)
Reverse pickup scheduled (Delhivery/partner)
Quality check → Refund processed (3-5 days)

4. NON-RETURNABLE ITEMS

Undergarments, innerwear, swimwear
Personalized/customized products
Digital downloads/software
Perishable food items
Fresh flowers/plants
Hazardous materials
Security products (opened CCTV)

5. REFUND PROCESS & TIMELINE

Case	Refund Amount	Processing Time	Method
Pre-Dispatch Cancel	100%	3-5 mins	Original method
Return Approved	100%	3-5 working days	Original method
Partial Damage	50-80%	3-5 working days	Original method
Wrong Product	100%	3-5 working days	Original method

Refund Methods:

Credit/Debit Card → Same card
UPI/Wallet → Same account
Netbanking → Original bank account

6. REPLACEMENT POLICY

Same product replacement (if available)
Same price, free shipping both ways
Processing: 3-5 working days
Limit: 2 replacements per order
Final resolution after 2nd replacement

7. SELLER-SPECIFIC REFUND RULES

7.1 Seller Payout Impact

Return Approved → Seller payout reversed
Within 7 days of delivery
Commission retained on reversed orders

7.2 Seller Return Charges

Quality Issue: Seller pays return shipping + refund
Buyer Fault: Buyer pays return shipping
Wrong Address: No refund, reshipment charges apply

8. DISPUTE RESOLUTION

Buyer-Seller Mediation: Platform mediates first
Escalation: Grievance Officer review (48 hours)
Phone Support: +91-80780 23532 (10AM-7PM)
Email: support@pakkalokal.biz
WhatsApp: Available 24/7x

9. GST & TAX COMPLIANCE

All prices inclusive of GST
GST invoices provided with every order
Input Tax Credit available for resellers
Returns processed with GST adjustment

10. EXCEPTIONS & SPECIAL CASES

Festive Season: Extended timelines during Diwali/Eid
Logistics Delays: Force majeure clause applies
Remote Areas: 10-day return window

14. AMENDMENTS

We reserve the right to modify this Policy. Changes effective immediately upon posting on https://pakkalokal.biz/site/cancellation_refund_policy. Continued use constitutes acceptance.

15. Contact Us

Palo Infotech Private Limited
CIN: U62090KL2024PTC089826
Registered Office: Kannittaparambil Building, Near Kannan Varkey Bridge, Alappuzha - 688001, Kerala
Email: support@pakkalokal.biz
Grievance Officer: grievance@paloinfotech.com
Phone: +91 80780 23532 (10 AM - 7 PM IST) .

Last Updated: January 13, 2026