Cancellation & Refund

When a customer pays for a BUY order online, the amount is credited to the Modulus Seventeen payment gateway, operated with RBI-regulated banking and payment partners. We hold the payment until the order is completed or cancelled, so both customers and stores are protected.

For every successful online order, Modulus Seventeen settles the order amount to the store owner's registered bank account within 2 business days (T+2). There is zero commission on BUY orders.

• "T" is the day the customer's payment is successfully captured.
• Business days exclude Sundays and bank holidays in India.
• Settlements for orders that are cancelled before delivery are not made — those amounts are refunded to the customer instead.
• Settlements may be delayed if the store's KYC or bank details are incomplete, or if an order is under dispute.

• Before the order is packed: you can cancel from the order screen in BUY at no cost. You'll get a full refund.
• After the order is packed or dispatched: cancellation depends on the store, since the goods may already be prepared (especially fresh food). If the store accepts the cancellation, you'll get a refund of the amount the store approves.
• After delivery: orders can't be cancelled, but see section 06 if something is wrong with your items.

A store may cancel an order if an item is out of stock, it can't deliver to your address, or it can't fulfil the order for any other reason. When the store cancels, you always receive a full refund of the amount paid, including delivery charges.

Whether the order was cancelled by the customer or by the store, Modulus Seventeen handles the refund. You don't need to chase the store.

You'll see the refund status on the order screen in BUY and receive an SMS once it's processed. If you don't see the amount after 3 business days, contact us with your Order ID and we'll share the bank reference number (UTR/ARN).

If an item arrives damaged, expired, wrong or missing, report it from the order screen or contact us within 24 hours of delivery with photos. We'll check it with the store. If a refund is approved — full or partial — it follows the same 3 business day timeline. Some items (such as perishable or hygiene products) may only be eligible when they're damaged or incorrect.

If money was debited but the order wasn't placed, or you were charged twice, the extra amount is reversed automatically to your account within 3 business days. No action is needed, but you're welcome to write to us with your Transaction ID.

Payments made in cash or directly to the store (for example at the counter, billed through SELL) don't pass through the Modulus Seventeen payment gateway. Returns and refunds for these are handled directly by the store under its own policy.

Keep your Order ID handy (for example #ORD4121RL) and reach us any time. We reply in English and your local language.

This policy is part of our Terms & Conditions.