Order Cancellation and Return Policy


Order Cancellation Policy

1. Customer Cancellations
• Orders can be canceled by customers at any time before dispatch. Once an order is out for delivery, it cannot be canceled. However, customers can choose to reject the order at the time of delivery.
• The time window for cancellations may vary depending on the product category. This window will be specified on the product page or the order confirmation page.
• Cancellation Fees: After the specified time window, cancellations may incur a fee. Details about the cancellation window and applicable fees will be displayed during the ordering process.
• If a cancellation is initiated by Thumri or the seller due to unforeseen circumstances, a full refund will be processed for any prepaid orders.
2. Seller Cancellations
• Sellers reserve the right to cancel orders due to reasons including product unavailability, unforeseen circumstances, or potential fraudulent activity. In such cases, customers will not be charged, and any payments made will be refunded within 5-7 business days.
• Refunds can be tracked via the "Order Details" page.
3. Policy Modifications
• Thumri reserves the right to modify the cancellation window or fees at any time and will notify users of any changes via the platform.

Return Policy

1. General Return Guidelines
• Returns are governed by the seller's individual policy, which may vary by product category. Return and replacement options are outlined on the respective product pages.
• Products eligible for return may offer options like refund, replacement, or exchange, depending on the product type.
• For certain categories like electronics, large appliances, and furniture, only one replacement will be provided.
2. Return Window
• Each category has its own return window:
• Furniture: 7 days for refund/replacement (if installed by authorized personnel).
• Electronics and Mobiles: 7 days for replacement only.
• Lifestyle Products (clothing, accessories, etc.): 7 days for refund, replacement, or exchange.
• Books and Sports Equipment: 7 days for replacement only.
• Fresh Food (Fruits, Vegetables, Dairy, etc.): 1 day return.
• Non-Returnable Products: Some items like personal care and food may not be returnable due to hygiene and safety reasons. The return policy for these products will be clearly mentioned on the product page.
3. Return Conditions
• To initiate a return, the following conditions must be met:
• The product must be in unused condition, with original packaging, accessories, and any included manuals.
• The product should not be damaged or tampered with.
• Mobile devices should have personal data wiped, and locks like screen lock or iCloud lock must be disabled.
4. Return Process
• Once a return is requested, a Thumri representative or logistics partner will pick up the product for inspection. Returns will only be accepted if all conditions are met.
• Refunds will be processed after the product is received and inspected by the seller.
• Open Box Delivery: For certain high-value products, open-box deliveries are allowed. If the product is damaged or incorrect upon delivery, customers can request an on-the-spot refund.
5. Return Exceptions
• Some products, such as health and personal care items, fresh food, or custom orders, may not be eligible for returns. Please refer to the individual product page for any exceptions.

Hyperlocal Cancellation and Return Policy

1. Hyperlocal Delivery Orders
• Orders placed with the Hyperlocal delivery option are generally non-cancellable and non-refundable due to the rapid delivery times, except in the following situations:
• The order could not be delivered within the estimated time.
• The order has not been picked up by the delivery partner.
• The seller has not accepted or canceled the order.
• Hyperlocal orders, like groceries or fresh products, can only be returned within 1-2 days depending on the product.
2. Return Conditions
• Returns for fresh food items must be made within 1 day of delivery.
• Items like groceries, personal care products, and household items must be returned within 2 days of delivery.