Clear Rules for Changed Plans.

Scope of This Policy

This Refund & Cancellation Policy applies to eligible purchases made directly through the official Shree Balaji Toys Shop website operated by SHREE BALAJI TOYS PRIVATE LIMITED.

It explains the general conditions for cancelling orders and receiving refunds for prepaid orders, failed payments, eligible returns and other approved payment adjustments.

This Policy should be read together with our Return Policy, Shipping Policy, Privacy Policy and Terms & Conditions.

How to Request an Order Cancellation

If you wish to cancel an order, contact us as soon as reasonably possible using the support details provided in this Policy.

Please provide:

• your order number;
• customer name;
• registered email address or mobile number;
• the product or products you wish to cancel; and
• a brief reason for cancellation where requested.

Cancellation Before Processing or Dispatch

Where an order has not yet entered a stage that makes cancellation operationally impractical, we may be able to cancel the order.

If an eligible prepaid order is successfully cancelled, the corresponding refundable amount will be processed according to the applicable payment method and this Policy.

Inventory reservation, warehouse processing and courier handover may occur quickly, so customers should not delay in submitting a cancellation request.

Cancellation After Processing or Dispatch

Once an order has entered packing, dispatch or courier movement, cancellation may no longer be possible.

If cancellation is no longer available, the applicable Return Policy may govern what options are available after delivery.

When We May Cancel an Order

We may cancel an order where fulfilment is not reasonably possible or appropriate, including situations such as:

• product or inventory unavailability;
• payment verification failure;
• suspected fraudulent or unauthorised activity;
• incorrect or incomplete delivery information;
• material pricing or listing error;
• technical or website processing failure;
• delivery-location restrictions;
• courier serviceability issues; or
• legal or regulatory requirements.

If we cancel an order after successfully receiving a refundable prepaid amount, the eligible refund will be processed accordingly.

When a Refund May Be Approved

Subject to verification and applicable policy conditions, a refund may be approved where:

• an eligible prepaid order is cancelled successfully;
• we cancel an order after payment has been received;
• an eligible returned product is approved for refund;
• a replacement cannot reasonably be provided for a verified eligible issue;
• a duplicate payment is verified;
• a transaction has been collected but the corresponding order cannot be completed;
• a shipment is confirmed lost and refund is the appropriate resolution; or
• refund is otherwise required under applicable law.

Refund Method

Where technically and operationally possible, an approved prepaid refund is generally processed through the original payment route used for the transaction.

Depending on the payment method, this may involve the applicable payment gateway, bank, UPI service, card network or other financial provider.

We may require appropriate verification before processing a refund where fraud prevention, payment reconciliation or legal compliance makes such verification necessary.

Refund Processing and Credit Time

Once a refund has been approved and initiated by us, the final time required for the amount to appear in the customer's account may depend on the payment gateway, bank, card issuer, UPI provider or other financial institution.

Banking and payment-system processing times are outside our direct control once the refund has been successfully transmitted through the applicable payment route.

If you have received confirmation that a refund has been processed but it has not reflected after a reasonable banking period, please contact us with the relevant order and transaction details.

Failed or Incomplete Payment Transactions

A payment attempt may occasionally fail even though an amount temporarily appears debited from the customer's account.

In such cases, the payment provider or bank may automatically reverse or release the amount according to its own reconciliation process.

If payment is successfully captured but an order is not properly created or confirmed, contact us with the transaction reference and relevant payment details so the matter can be reviewed.

Duplicate Payments

If the same order appears to have been charged more than once, please contact our support team with the order number and transaction details.

Once a genuine duplicate payment is verified, the excess eligible amount may be refunded through the appropriate payment route.

Temporary duplicate authorisations created by a bank or payment provider may sometimes disappear automatically without requiring a merchant refund.

Refunds After an Approved Return

A return request does not automatically create a refund entitlement.

Where product inspection or verification is applicable, refund eligibility may be confirmed after the returned product satisfies the applicable Return Policy conditions.

Returned products may be reviewed for:

• correct product identity;
• reported damage or defect;
• tags and packaging where applicable;
• evidence of use, washing or alteration;
• missing accessories; and
• compliance with return instructions.

Replacement or Refund

Where a verified wrong, damaged or defective product issue qualifies for resolution, we may offer a suitable replacement where appropriate and available.

Where replacement cannot reasonably be completed, refund may be considered in accordance with this Policy, the Return Policy and applicable law.

The available resolution depends on the nature of the issue, stock availability, product condition and relevant legal rights.

Shipping and Delivery Charges

Whether original shipping charges or return-shipping charges are refundable depends on the reason for cancellation or return and applicable legal rights.

Where an order is cancelled because of a verified seller-side issue before fulfilment, eligible amounts associated with the cancelled transaction may be refunded as applicable.

Where a voluntary return is accepted for a reason not attributable to us, delivery or return costs may be treated according to the applicable return terms and circumstances.

Undelivered and RTO Orders

An order may be returned to origin by the courier where delivery cannot be completed.

Possible reasons include:

• incorrect or incomplete address;
• customer unavailable;
• customer unreachable;
• delivery refused;
• repeated failed delivery attempts;
• courier serviceability issues; or
• operational restrictions.

Refund or reshipment treatment for an RTO order may depend on the payment status, reason for non-delivery, product condition after return, courier charges and applicable legal rights.

Circumstances Where Refund May Be Declined

Subject always to mandatory consumer rights, a voluntary refund may be declined where:

• the product does not satisfy the applicable Return Policy conditions;
• the plush toy has been substantially used, washed, stained or altered;
• damage occurred after delivery because of misuse or improper handling;
• tags, accessories or essential components have been removed or lost where required for the return;
• the claimed issue is only a normal minor variation inherent in a soft plush product;
• the request involves misuse of the cancellation, return or refund process;
• the payment was never actually captured by us; or
• the request otherwise falls outside the applicable policy conditions and no mandatory legal right requires a refund.

Consumer Rights

This Refund & Cancellation Policy is intended to operate consistently with applicable Indian consumer protection and e-commerce requirements, including the Consumer Protection Act, 2019 and applicable Consumer Protection (E-Commerce) Rules.

Nothing in this Policy is intended to remove, reduce or override a mandatory legal remedy available to a consumer under applicable law.

Refund, Cancellation and Grievance Contact

For cancellation requests, refund questions, failed-payment concerns or customer grievances, contact us using the details below.

Changes to This Policy

We may update this Policy where reasonably necessary to reflect changes in fulfilment, payment methods, courier arrangements, website functionality or applicable legal requirements.

The latest version published on this page will apply subject to mandatory legal rights and the terms applicable to the relevant transaction.