Refund Policy

1. Overview

RBUY Marketing Private Limited (“Company”) is committed to a fair and transparent refund process for all participants on the ROOPAY SHOPPE™ platform. This policy describes the conditions under which refunds are issued, the refund timeline, and the process for raising and escalating refund disputes. Please read this policy carefully before placing an order or making a transaction.

2. Cancellation (24 Hours) & Return (7 Days) Windows

Cancellation — 24 hours: After an order is marked as “Delivered” by the delivery partner, the buyer has a 24-hour cancellation window during which they may raise a cancellation request. If a valid cancellation is raised within this window, a full refund is processed as described below. After 25 hours from delivery confirmation, the order is automatically considered accepted and seller payment is released.

Return — 7 days: Separately, a buyer may request a return of a delivered product within 7 days of delivery. The seller reviews and approves or rejects each return request; Roopay admin intervenes only to resolve a dispute. On an approved return, the buyer receives a full refund to their Roopay BV wallet, and the order amount plus the return-shipping cost are borne by the seller. Roopay Shoppe charges the buyer nothing for a valid return and bears no shipping/return cost itself.

3. Refund to BV Wallet — Immediate

When an order is cancelled before seller payment is released, the full order amount (including the buyer's 5% platform charge) is refunded to the buyer's Roopay BV wallet immediately and automatically. The refund first restores the Discount BV that was spent (if any), and then the remaining amount is credited to the Roopay BV wallet. This is an instant credit — no waiting period applies to BV wallet refunds.

4. Refund to Bank Account — 5–7 Business Days

If a payment was made via a payment gateway (Cashfree, PayU, etc.) and the order is subsequently cancelled before dispatch, the refund to the original payment method (bank account / UPI / card) is processed within 5–7 business days, subject to the payment gateway's own processing timelines. The Company initiates the refund within 24 hours of the cancellation being confirmed. Gateway processing delays are outside the Company's control but we will provide a refund reference number on request.

5. Partial Refund Policy

In cases where an order contains multiple items and only some are cancelled (due to stock unavailability or seller decision), a partial refund equal to the cancelled items' value, plus the proportionate 5% platform charge, is credited to the buyer's Roopay BV wallet. The remaining items continue through the fulfilment process normally.

6. Non-Refundable Items

The following are not eligible for refund once delivery or service is confirmed:

• ✗Digital services and downloadable content after they have been accessed or delivered.
• ✗Biller payments (utility bills, recharges, insurance premiums) once processed by the biller.
• ✗OTP-verified one-time payments to third-party billers.
• ✗Perishable goods (fresh produce, food items) that have been delivered and accepted.
• ✗Platform activation fees and subscription renewal fees.

7. Dispute Escalation

If a refund has not been received within the stated timeframe, or if you believe a refund has been incorrectly denied, you may escalate the dispute by:

1. Emailing support@roopayshoppe.com with your registered mobile number, order ID, and a description of the issue.
2. Our support team will acknowledge within 24 hours and provide a resolution timeline (typically 3–5 business days).
3. If unresolved within 15 days, you may escalate via the National Consumer Helpline (NCH) — call 1800-11-4000 or visit consumerhelpline.gov.in.

8. Contact for Refunds

For all refund-related queries, contact us at support@roopayshoppe.com or call 0091-9952411895 (Monday–Saturday, 9 AM–6 PM IST). Please have your registered mobile number and order ID ready when contacting support.