Cancellation & Refund Policy

Order cancellation

You can cancel an order from your Account → Orders page as long as it hasn't been shipped yet. Once an order status shows "Shipped" or later, it can no longer be cancelled — you may request a return instead once delivered.

Returns

We accept return requests within 7 days of delivery for most products, provided the item is unused, in its original packaging, with tags/labels intact. Some categories (innerwear, perishables, personalized items) are not eligible for return — this is noted on the product page where applicable. To request a return, go to Account → Orders → select the order → Request Return, or contact us at supportshivmart@gmail.com.

Refunds — online payments

For orders paid online via Cashfree (Card / UPI / Netbanking), approved refunds are processed back to the original payment method. Cashfree typically settles refunds within 5–7 business days of approval, though your bank may take a few additional days to reflect it in your statement.

Refunds — Cash on Delivery orders

For COD orders, approved refunds (e.g. for a returned or cancelled item) are issued via bank transfer or UPI to a account/UPI ID you provide, within 7–10 business days of approval.

Damaged or wrong item received

If you receive a damaged, defective, or wrong item, contact us within 48 hours of delivery with photos of the product and packaging — we'll arrange a free replacement or full refund, whichever you prefer.

Non-refundable situations

• Change of mind after the 7-day return window has passed
• Products returned without original packaging, tags, or in used condition
• Categories marked non-returnable on the product page

Contact us

For cancellations, returns, or refund status, email supportshivmart@gmail.com or WhatsApp 9301013254, or use the Track Order page with your order number.

Have this policy reviewed by a legal professional periodically to make sure the return window, non-returnable categories, and refund timelines stay accurate as your operations change.