Refund, Return & Cancellation Policy
This Refund, Return & Cancellation Policy (“Policy”) governs the terms under which Users may cancel orders, request refunds, or raise return requests on the FirstStore platform, operated by NewEdge Store Private Limited (“Company”, “we”, “our”, or “us”). This Policy should be read in conjunction with our Terms & Conditions. By placing an order on the Platform, you agree to the terms outlined herein. This Policy is designed to ensure fairness, transparency, and operational efficiency across Users, Partner Stores, and the Platform.
Scope & Applicability
1.1 Policy Coverage
This Policy applies to all orders placed through the FirstStore Platform, including orders fulfilled by Partner Stores and those facilitated through third-party logistics providers. It governs cancellation rights, refund eligibility, return processes, and dispute handling.
1.2 Platform Role
FirstStore acts as an intermediary between Users and Partner Stores. While we facilitate refunds and cancellations, the final decision in certain cases may depend on store-level policies, operational feasibility, and verification of claims.
Order Cancellation
2.1 User-Initiated Cancellation
Users may cancel an order within a limited time window after placing it, provided the order has not been accepted, processed, or dispatched by the Partner Store. Once an order enters preparation or dispatch stages, cancellation may not be possible. Cancellation eligibility depends on:
- Order status
- Store acceptance
- Time elapsed since order placement
2.2 Platform-Initiated Cancellation
The Company reserves the right to cancel orders under certain circumstances, including but not limited to:
- Product unavailability
- Incorrect pricing or listing errors
- Suspected fraudulent transactions
- Operational constraints or delivery limitations
In such cases, Users will be notified and eligible refunds will be processed.
2.3 Store-Initiated Cancellation
Partner Stores may cancel orders due to:
- Stock unavailability
- Operational issues
- Inability to fulfill the order within reasonable time
Such cancellations will be communicated to the User, and refunds will be initiated where applicable.
Refund Eligibility
3.1 Valid Refund Scenarios
Users may be eligible for refunds under the following circumstances:
- Incorrect product delivered
- Damaged or defective product
- Missing items in the order
- Order not delivered
- Duplicate or failed payment
Each case is subject to verification and supporting evidence.
3.2 Non Refundable Scenarios
Refunds may not be applicable in cases including but not limited to:
- Change of mind after order confirmation
- Minor variations in product appearance or packaging
- Delays caused by uncontrollable external factors
- Incorrect information provided by the User
3.3 Partial Refunds
In certain cases, partial refunds may be issued where:
- Only specific items in an order are affected
- A portion of the order is successfully fulfilled
Return Policy
4.1 Return Eligibility
Returns may be accepted only in cases where the product delivered is:
- Damaged
- Defective
- Incorrect
Returns are subject to verification and approval by the Platform and/or Partner Store.
4.2 Return Process
To initiate a return, Users must:
- Raise a request through the Platform within the specified time window
- Provide supporting evidence (images, description, etc.)
- Ensure the product is unused and in original condition where applicable
These entities are authorized to process data only as necessary to provide their services.
4.3 Return Rejection
Return requests may be rejected if:
- Evidence is insufficient
- Request is raised beyond the allowed timeframe
- Product has been used, altered, or damaged post-delivery
Refund Process
5.1 Refund Initiation
Once a refund request is approved, the Company will initiate the refund process within a reasonable timeframe.
5.2 Refund Timeline
Refunds are typically processed within:
- 5–7 business days for online payments
- As per bank/payment provider timelines
5.3 Refund Mode
Refunds will be credited through:
- Original payment method
- Platform wallet (if applicable)
Failed & Duplicate Payments
6.1 Failed Transactions
If a payment fails but the amount is deducted, it will typically be reversed automatically by the payment provider within standard banking timelines.
6.2 Duplicate Charges
In case of duplicate charges for the same order, Users may contact support, and the excess amount will be refunded after verification.
Dispute Resolution
7.1 Investigation Rights
The Company reserves the right to investigate refund or return claims, including requesting additional evidence from Users or Partner Stores.
7.2 Final Decision Authority
All decisions regarding refunds, returns, and cancellations shall be made at the sole discretion of the Company, based on available information and operational policies.
Misuse & Abuse Policy
8.1 Fraudulent Requests
Users found engaging in fraudulent refund claims, repeated misuse, or abuse of the Policy may face:
- Account suspension
- Denial of future refunds
- Legal action where applicable
8.2 Monitoring & Enforcement
The Platform may monitor user behavior and transaction patterns to identify potential misuse and ensure fairness.
Limitation Of Liability
9.1 Scope
The Company shall not be liable for losses arising from:
- Store-level errors
- Delivery delays beyond control
- Incorrect information provided by Users
9.2 Liability Cap
Any liability shall be limited to the value of the specific transaction in question.
Changes To Policy
10.1 Updates
We reserve the right to modify this Policy at any time.
10.2 Continued Use
Continued use of the Platform after updates constitutes acceptance of revised terms.
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