Cancellation & Refunds Policy

When you can cancel, what can be returned, how quickly refunds reach you, and what to do about a damaged or short delivery.

Effective 15 August 2026Version 1.0

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On this page6

1.The principle
2.Cancelling an order
3.What can be returned after delivery
4.How to raise a claim
5.How refunds are paid
6.If we cannot agree

1.The principle#

Building materials are not shoes. Cement starts absorbing moisture the day it lands, sand and aggregate are tipped straight onto a site, and reverse freight on a truckload often costs more than the material itself. So instead of pretending a blanket return window exists, we make cancelling before dispatch completely free and easy, and we make claims for damaged, short or wrong deliveries fast and evidence-based.

We do not charge a cancellation fee unless we or the supplier would bear an equivalent cost — for example freight already spent on a load that has left the yard. This is the standard set by Rule 4(9) of the Consumer Protection (E-Commerce) Rules, 2020, and we apply it to suppliers too.

2.Cancelling an order#

Before the supplier accepts

What happens: Cancel yourself from the order page. Full refund, no charge.

After acceptance, before dispatch

What happens: Cancel from the order page. Full refund, no charge.

After dispatch, before delivery

What happens: Contact us immediately. Materials refunded in full; actual freight already incurred may be deducted, and it will be shown to you before the refund is processed.

After delivery

What happens: Not a cancellation — see returns and damage claims below.

Cancelled by the supplier or by us

What happens: Full refund, always, including any freight you had paid. No charge to you in any circumstance.

When you cancel	What happens
Before the supplier accepts	Cancel yourself from the order page. Full refund, no charge.
After acceptance, before dispatch	Cancel from the order page. Full refund, no charge.
After dispatch, before delivery	Contact us immediately. Materials refunded in full; actual freight already incurred may be deducted, and it will be shown to you before the refund is processed.
After delivery	Not a cancellation — see returns and damage claims below.
Cancelled by the supplier or by us	Full refund, always, including any freight you had paid. No charge to you in any circumstance.

A supplier may cancel if stock has run out, the load cannot reach your address, or the quantity falls below their minimum. Where a supplier cancels repeatedly without good reason, we act on their account — a cancelled order is a wasted day on a site.

3.What can be returned after delivery#

Eligible for return or replacement, when reported within 48 hours of delivery with photographs:

Damaged or broken material — cracked tiles, torn or set cement bags, dented fittings.
Short quantity against the delivery challan.
Wrong item, wrong grade, wrong brand or wrong size against what you ordered.
Manufacturing defect visible before use, or material outside its stated specification.

Not eligible for return:

Material that has been used, mixed, cut, laid, installed or altered.
Loose bulk material — sand, aggregate, soil — once tipped on site.
Made-to-order or cut-to-size items produced specifically for you.
Cement and other moisture-sensitive goods once the bags are opened or stored uncovered.
Ordinary shade, texture or batch variation in tiles, stone, paint and bricks, which is inherent to the material.
A change of mind after the material has been accepted and unloaded.

Manufacturer warranties — on fittings, sanitaryware, paint, electricals — are unaffected by this policy and continue to run directly with the manufacturer. Keep the invoice; the supplier will help you raise a warranty claim.

4.How to raise a claim#

1
Photograph it before unloading
The vehicle, the load, the damaged pieces, and the delivery challan. Photos taken at the gate settle a claim in a day; photos taken later rarely do.
2
Open the order and raise a dispute
Within 48 hours of delivery. Attach the photos and say plainly what is wrong.
3
We review with the supplier
We acknowledge within 48 hours and aim to decide within 7 working days — faster where the evidence is clear.
4
Replacement or refund
You choose, wherever a replacement is practical. Where it is not, we refund.

5.How refunds are paid#

Refunds always go back to the original payment method — the same UPI ID, card or account you paid from. We cannot send a refund to a different account, and we will never ask you to share bank details to receive one.
We initiate the refund within 7 working days of approving the claim. Your bank then takes its own time — typically instantly for UPI, and 5 to 7 working days for cards and net banking.
You will see the refund reference on the order page as soon as it is initiated. If your bank has not credited it 10 working days after that reference appears, send us the reference and we will chase the gateway with you.
Where GST was charged, it is refunded in the same proportion and reflected in the supplier’s credit note.

6.If we cannot agree#

If you disagree with the outcome of a claim, escalate it to our Grievance Officer — the process, the officer’s details and the statutory timelines are on the Grievance Redressal page. Escalating costs you nothing and does not affect anything else on your account.

Language of this documentThis document is published in English and Hindi so it can be read in the language you are most comfortable with. If the two versions ever differ in meaning, the English version governs.