Cancellation Policy
The customer can choose to cancel an order any time before it's dispatched. The order cannot be canceled once it’s out for delivery. However, the customer may choose to reject it at the doorstep.
The time window for cancellation varies based on different categories and the order cannot be canceled once the specified time has passed.
In some cases, the customer may not be allowed to cancel the order for free, post the specified time and a cancellation fee will be charged. The details about the time window mentioned on the product page or order confirmation page will be considered final.
In case of any cancellation from the seller due to unforeseen circumstances, a full refund will be initiated for prepaid orders.
Shopso reserves the right to accept the cancellation of any order. Shopso also reserves the right to waive off or modify the time window or cancellation fee from time to time.
Cancellation Policy - Hyperlocal
Orders placed under the MINUTES delivery option are non-cancellable and non-refundable via self-service, except under specific conditions if requested through a customer experience agent.
Eligible scenarios include: order not delivered within estimated time, not picked by delivery partner, or seller-related cancellations. Easy doorstep cancellation is also supported.
Shopso reserves the right to cancel orders due to product unavailability, unforeseen circumstances, suspected fraud, terms violation, or logistical issues. In such cases, no charges will be incurred and refunds (if applicable) will be processed within 5-7 business days.
Policy terms may be updated periodically via platform communication methods.
Returns Policy
Returns are governed by policies set by individual sellers. These may vary by category and are detailed on each product’s page.
There are three parts to the returns policy: general rules by category, pick-up and processing conditions, and general rules for successful returns.
Part 1 – Category, Return Window and Actions Possible
| Category | Returns Window, Actions Possible and Conditions (if any) |
|---|---|
| Furniture, Pet Supplies, Home (Excl. décor, furnishing, tools) | 10 days – Refund or Replacement. Requires installation by authorized personnel. Troubleshooting may be done before confirming defect. |
| Lifestyle: Watch, T-Shirt, Footwear, Sari, etc. | 10 days – Refund, Replacement or Exchange. |
| Home: Home décor, Furnishing, Household items | 7 days – Refund or Replacement. |
| Books, Sports, Exercise, Auto Accessories | 7 days – Replacement only. Must retain original packaging and accessories. |
| Toys, Stationery, Musical Instruments (except Wind) | 7 days – Replacement only. Must retain original packaging and accessories. |
| Wind Instruments | Non-returnable. Free replacement only if defective/damaged or incorrect item delivered. |
| Mobiles, Electronics, Small Appliances (excluding some brands) | 7 days – Replacement only. Troubleshooting first. Only one replacement allowed. |
| Select Mobiles and Electronics (e.g., Apple, Google, Samsung) | 7 days – Service Center Replacement/Repair only. Subject to brand policies and warranty. |
| Furniture, Large appliances (excluding specified brands) | 10 days – Replacement only. Requires brand installation. One replacement allowed. |
| No Questions Asked | 10 days – Refund or Replacement. Subject to validation at pickup. |
| No Returns categories | Some products are non-returnable due to nature. Refer to product page for specifics. |
Part 2 – Returns Pick-Up and Processing
Item pickup may be possible from a new address if serviceable.
Returned items are inspected for the following: correct product match, all accessories included, unused condition, undamaged product and packaging. Mobile devices must be formatted and cloud locks disabled.
Returns will be refused if these conditions are not met. Refunds are processed after seller receives and validates the returned product.
Part 3 – General Rules for a Successful Return
If a replacement can't be provided, a refund will be initiated.
Missing/damaged accessories may be replaced or refunded via eGV at seller discretion.
For open box delivery, refunds are allowed only if defect or incorrect product is found at delivery. No return post acceptance unless manufacturing defect.
Do not unbox products requiring installation by Shopso partners. This must be done by authorized personnel.
Furniture issues may be resolved by replacing specific parts. Full replacement only if repair doesn’t resolve issue.
Shopso may limit number of returns based on product/order evaluation.
Return Policy – Hyperlocal
Returns for Hyperlocal deliveries are offered by sellers and may differ by product. Refer to the product page for specific policy.
Returns are divided into three sections: general category rules, processing, and exceptions.
| Category | Returns Window, Actions Possible and Conditions (if any) |
|---|---|
| Fresh - Fruits, Vegetables, Milk | 1 Day Return – Refund |
| Fresh: Bread, Cheese, Eggs, Meat, Frozen items; Grocery - Food, Personal Care, Other | 3 Days Return – Refund |
| Books, Sports Equipment, Toys, Stationery | 7 Days Return – Refund |
| Home Utensils (Cooker, Pan, etc.) | 7 Days Return – Refund. Must retain original packaging and accessories. |