Shoptoli – Order Cancellation & Return Policy
Cancellation Policy
- Customers can cancel their order anytime before it is dispatched.
- Once the order is out for delivery, cancellation will not be possible, but the customer may choose to reject it at the doorstep.
- The cancellation time window may vary depending on the product category. After the specified period has passed, cancellation will no longer be available.
- In certain cases, a cancellation fee may apply if the order is canceled beyond the permitted time.
- If the order is canceled by Shoptoli or the Seller due to unforeseen reasons, a full refund will be initiated for prepaid orders within 5-7 business days.
- Shoptoli reserves the right to accept or decline any cancellation request.
Hyperlocal Cancellation (Quick Delivery Orders)
Orders placed under the “Minutes Delivery” option are generally non-cancellable and non-refundable through self-service, except in the following situations:
- The order is not delivered within the estimated time shown at checkout.
- The delivery partner has not picked up the order.
- The seller did not accept or canceled the order.
- Any other valid reason as updated by Shoptoli from time to time.
Shoptoli reserves the right to cancel an order (fully or partially) in cases such as:
- Product unavailability.
- Technical or logistical issues.
- Fraudulent/suspicious activity.
- Violation of platform policies.
In such cases, the customer will not be charged for the canceled order, and any prepaid amount will be refunded within 5-7 working days.
Returns Policy
- Return, replacement, or exchange options are provided directly by the respective sellers under this policy.
- Return policies may vary for different categories. The return/replacement policy mentioned on the product page will apply over the general policy.
- Each product page clearly specifies the conditions and time frame under which a return or replacement request will be accepted.
- Important: If the official Shoptoli tag/seal is removed from the product, return, exchange, and refund will not be allowed.
- All refunds, if applicable, will be credited to the Shoptoli Wallet. The wallet balance can be used only for purchases on Shoptoli and cannot be withdrawn to any external account.
⚠️ Shoptoli’s cancellation, return, and refund policies are subject to periodic updates. Customers will be informed of changes through the platform’s notifications or other official communication channels.
Shoptoli – Returns & Refund Policy
Part 1 – Category, Return Window and Actions possible
| Category | Return Window, Actions Possible & Conditions |
|---|---|
| Furniture / Home (Pet Supplies & Rest of Home – except Home Décor, Furnishing, Tools) |
10 Days – Refund or Replacement • Returns eligible only if installed by brand’s authorized personnel. • Troubleshooting may be done via online/phone/technician visit. • If defect confirmed → Free refund/replacement. • If no defect within 10 days → Redirected to service center. • Only one replacement allowed. |
| Lifestyle (Clothing, Footwear, Bags, Sunglasses, Luggage, Jewellery, Accessories, Winterwear, etc.) | 10 Days – Refund, Replacement or Exchange |
| Medicine (Allopathy & Homeopathy) | 2 Days – Refund only |
| Home Décor, Furnishing, Improvement Tools, Household Items | 10 Days – Refund or Replacement |
| Books / Sports Equipment / Fitness Equipment / Auto Accessories |
7 Days – Replacement only • Free replacement if defective/damaged/different. • Product must be returned with original accessories, manuals & packaging. |
| Toys / Stationery / Musical Instruments |
7 Days – Replacement only • Free replacement if defective/damaged/different. • Wind Instruments (flute, harmonica, etc.) are non-returnable (except if defective/damaged). |
| Mobiles, Electronics, Small Appliances, Furniture (Hammock, Stool) |
7 Days – Replacement only • Troubleshooting may be done first. • One replacement only if defect confirmed. |
| Premium Mobiles & Electronics (Apple, Samsung, Google, Sony, Dell, HP, etc.) / Large Appliances |
7 Days – Service Center Replacement/Repair only • Brand assistance as per warranty guidelines. • Service center decision is final. |
| Other Large & Small Appliances (Chimney, Water Purifier, Fan, Geyser, etc.) |
10 Days – Replacement only • Returns only if installed by authorized personnel. • Troubleshooting may be done online/phone/technician. • One replacement only if defect confirmed. |
| Grocery – Dairy, Bakery, Fruits, Vegetables | 2 Days – Refund only |
| Grocery – Pulses, Atta, Edible items | 7 Days – Refund only |
| “No Questions Asked” Products | 10 Days – Refund or Replacement (subject to fraud checks) |
| Refurbished Products |
7 Days – Replacement only • Troubleshooting may be done. • If defect confirmed → Replacement provided. • Else → Redirected to warranty partner. |
Important Notes:
• If the official Shoptoli tag/seal is removed from the product, return, replacement, and refund will not be allowed.
• Refunds, where applicable, will be credited only to your Shoptoli Wallet. Wallet balance can be used exclusively for purchases on Shoptoli and cannot be withdrawn to a bank or external account.
• If the official Shoptoli tag/seal is removed from the product, return, replacement, and refund will not be allowed.
• Refunds, where applicable, will be credited only to your Shoptoli Wallet. Wallet balance can be used exclusively for purchases on Shoptoli and cannot be withdrawn to a bank or external account.
Shoptoli – Returns Pick-Up & Processing
Part 2 - Returns Pick-Up and Processing
If you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address.
During pick-up, your product will be checked for the following conditions:
| Category | Conditions |
|---|---|
| Correct Product | IMEI / name / image / brand / serial number / article number / bar code should match and MRP tag should be undetached and clearly visible. |
| Complete Product | All in-the-box accessories (like remote, manuals, chargers, headphones, freebies, combos, etc.) should be present. |
| Unused Product | Product must be unused, unwashed, unsoiled, without stains, with non-tampered seals/tags. For Mobiles/Laptops/Tablets: device should be formatted, screen lock disabled, and iCloud lock (Apple) removed. |
| Undamaged Product | Product (including SIM trays, ports, back-panel, etc.) must be undamaged, without scratches, dents, or tears. |
| Undamaged Packaging | Original packaging/box should be intact and undamaged. |
The field executive will refuse to accept the return if any of the above conditions are not met.
For products eligible for a refund, the refund will be processed once the returned item is received by the seller.
Part 3 - General Rules for a Successful Return
- If a replacement cannot be provided, a refund will be issued.
- If an accessory is missing/damaged/defective, the seller may either replace it or issue an equivalent-value wallet credit/eGV.
- For open box deliveries: If a different or damaged product is received, refund will be provided immediately (for COD orders too). Once accepted, only manufacturing defect cases will qualify for return.
- For products requiring installation (e.g. appliances), do not open packaging. Only authorized personnel should unbox and install.
- For furniture: Issues will first be resolved by replacing defective parts. Full replacement will be provided only if part replacement fails.
- Shoptoli reserves the right to restrict the number of returns per order, after evaluation by authorized representatives.
Return Policy - Hyperlocal
Return is a scheme provided by respective sellers under this policy, where refund options are offered. Category-specific return rules apply as mentioned on product pages.
Always refer to the respective product page for the applicable return window and exceptions.
Category, Return Window & Possible Actions
| Category | Return Window & Conditions | Possible Actions |
|---|---|---|
| Fresh Fruits, Vegetables, Milk | 1 Day Return | Refund |
| Non-prescription Medicines (Paracetamol, Digene, Limcee etc.) | 1 Day Return | Refund |
| Fresh: Egg, Fish/Seafood, Meat | 2 Days Return | Refund |
| Fresh: Bread, Cheese, Butter etc. Grocery - Food & Nutrition (Pulses, Flour, Namkeen etc.) Grocery - Personal Care (Shampoo, Soap, Face Wash etc.) Grocery - Other (Detergent, Washing Liquid etc.) |
3 Days Return | Refund |
| Books, Sports Equipment, Toys, Stationery, Home Utensils | 7 Days Return Product must be intact with all accessories, manuals & original packaging. |
Refund/Replacement |
| All Mobiles (except Apple, Google, Motorola, Infinix, Redmi, MI, Vivo, POCO, Realme, Samsung) Electronics (except Apple/Beats, Google, Samsung, JBL, Epson, HP, Dell, Canon, MI, Dizo) Small Home Appliances (except Chimney, Purifier, Fan, Geyser) |
7 Days Return | Refund Only Troubleshooting may be required before approval. |
| Mobiles – Apple, Google, Samsung, Vivo, Realme etc. Electronics – Apple, Bose, Dell, Epson, Lenovo, JBL, Sony, OnePlus etc. Large Appliances – LG, Samsung, Whirlpool, Voltas, Panasonic etc. |
7 Days Service Center Replacement/Repair Only | Brand Service Center Support Subject to warranty guidelines. |
| Home – Bedsheet, Pet Food, Furnishings, Home Decor | 7 Days Return | Refund |
| Lifestyle: Clothing, Jewellery, Accessories, Winterwear | 10 Days Return | Refund |
| No Return Categories: Diapers, Bottles, Intimate Care, Sanitary Pads, Condoms, Toothbrushes, Socks, Undergarments etc. |
Not Applicable | No Returns Accepted |
| Prescription Medicines (Antibiotics, Painkillers etc.) | 3 Days Return Only for damaged, wrong or expired products. |
Refund |
Note: Returns for damaged or wrong delivery may be accepted within 5 days of delivery on a case-by-case basis. For products requiring installation, returns will be eligible only if installed by brand-authorized personnel.
These policies are governed by the laws of India. Any disputes will be subject to the jurisdiction of courts in West Bangal (or applicable state/city).
Need Help?
For any refund-related questions, feel free to contact us:
Email: support@shoptoli.in
