Cancellation

How do I cancel an order?

You can cancel your order online before the product has been shipped. Your entire order amount will be refunded.

In
case the item you have ordered has been shipped but has not yet been
delivered to you, you may still cancel the order online. Your refund
will be processed once we receive the originally ordered item back from
the courier.

Unfortunately, an order cannot be cancelled once the item has been delivered to you but it can be returned back for replacement.

In order to cancel an item in your order:

•     Log in to your PustakMandi account and go to the ‘Order History‘ page.
•     Identify the item you want to cancel and click on the corresponding ‘View‘ link.
•     In the detailed order page, you will see ‘Return‘ links against each of the items in that order.
•     Click on the ‘Return‘ link, yo will see product return page with the form filled, indicate the reason for return as ‘Other, please supply details‘, Enter comment as ‘Cancel‘ in Cancel or Return and confirm cancellation by clicking on Submit.
•     Once your cancellation/return request is created, we will ensure that the cancellation is processed as soon as possible.

**Please note that cancel form and return form is same for orders. Kindly fill appropriate details.

How long will it take to process my cancel request?

Once
you request the cancellation of item(s) in your order, it will take us a
maximum of 1-2 business days to cancel the order and initiate a refund.
You will be notified of the same by email.

If the Order Status
shows the item(s) in your order as ‘Shipped’, we will process your
cancellation request directly with our logistics partner. Your refund
will be processed soon after we receive the cancelled items back from
the courier.

In case of sellers with PustakMandi, the refund mode
will be PustakMandi Wallet. The refunded amount will be made available
immediately.

However, if you opt for having the money transferred
back to the source of transaction, it may take up to 7-10 business days
for the respective banks to process the refund. Please get in touch
with the banks directly in case of any delays post confirmation of
cancellation/refund by PustakMandi.

Returns

How do I return an item purchased on PustakMandi?

Conveniently
place your return request online if you’ve received an item in a
‘Damaged’, ‘Defective’ or ‘Not as Described’ state. Return request needs to be made within 5 hours of the product received.

**For novels there won’t be any return policy. Novels will be replaced if buyer finds them in a bad condition.

**For additional instructions check your email/sms. We will send you important updates from time-to-time.

Log in to PustakMandi, place a return request:

1. Create a Return Request
• Navigate to ‘Order History’ page.
• Identify the item you want to return and click on the corresponding ‘View‘ link.
• In the detailed order page, you will see ‘Return‘ links against each of the items in that order.
• Click on the ‘Return‘ link, yo will see product return page with the form filled, indicate the reason for return, Enter comment as ‘Return‘ in Cancel or Return and confirm by clicking on Submit.
2. Item to be ‘Returned’ is picked
• Order will be picked up from your door step.
3. Replacement or Refund initiated
• Once
  the seller receives the original item, Refunds will be initiated or if
  same product is in stock then replacement will be done.

What is PustakMandi’s Replacement Guarantee?

If
you have received a product in a damaged or defective condition or it
is not as described, you can return it to get a replacement from other
Sellers within 10 days of delivery. Please contact us with a replacement
request. The item will be recalled and replacement will be shipped to
you, at no extra cost.

For issuing a replacement, the request procedure is same as the one for Refunds. Instead of Entering comment as ‘Return‘ in Cancel or Return just write ‘Replacement‘.

In case, a replacement cannot be issued, a refund will be provided.

When are returns not possible?

There are certain scenarios where it is difficult for us to support returns/Replacement.

• Return/Replacement request is made outside the specified time frame (24 hours after delivery).
• Product is damaged because of use or Product is not in the same condition as you received it.
• Anything missing from the package you’ve received including but not limited to price tags, labels, original packing.

When are Refunds provided?

We work to provide the most hassle-free online shopping experience. You are covered and your money is safe.

Refunds are issued when

• Seller cannot provide replacement and product is not available with any other seller also.
• In-line with Buyer Protection, when a dispute has been ruled in your favor.

I have requested a replacement, when will I get it?

Once
a replacement request is created, we will send you an email having details
of the pickup process as well as details about the replacement. In
most locations, the replacement item is delivered to you at the time of
pick-up. In all other areas, the replacement is initiated after the
originally delivered item is picked up/received.

If you don’t get the return within the promised date, contact us immediately. Drop us a mail at wecare@pustakmandi.com.

I’ve still not received the refund to my bank account. Why?

If
you have received a mail from us confirming your refund request then
rest assured that we have initiated your refund request and are
following up with payment companies for the same. Sometimes
financial organizations take a longer time to process the refund
request. However, if the refund hasn’t happened by the date we promised,
you can contact us. We will gladly help you.