Refund & Cancellation Policy

Last updated: June 2025  ·  Effective: June 2025

Raftoo is a B2B marketplace that connects business buyers and sellers of hardware, tools, and industrial products. Because transactions are between businesses (not consumers), this policy reflects standard commercial trade practices. Please read it carefully before placing an order.

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1. Order Cancellation

1.1 Cancellation by Buyer

Buyers may cancel an order under the following conditions:

• Before dispatch: Orders can be cancelled at any time before the seller marks them as "Shipped". A full refund will be processed automatically.
• After dispatch: Cancellations are not accepted once the order has been dispatched. The buyer must initiate a return request upon delivery instead.
• Cashfree payment orders: Cancellations before dispatch result in a full refund to the original payment method within 5–7 business days.
• Direct payment orders: Refunds for direct-payment cancellations are processed manually by the seller and Raftoo. Resolution time is 7–14 business days.

1.2 Cancellation by Seller

Sellers may cancel an order only if:

• The product is genuinely out of stock after order placement.
• The buyer's delivery address is unserviceable.
• Suspected fraudulent order (must be reported to Raftoo for investigation).

Repeated cancellations by a seller without valid reason will result in account review and potential suspension.

1.3 Cancellation by Raftoo

Raftoo reserves the right to cancel orders in cases of suspected fraud, pricing errors, technical issues, or regulatory requirements. Affected buyers will receive a full refund.

2. Returns

2.1 Eligible Returns

A return request may be raised within 7 days of confirmed delivery in the following cases:

• Product delivered is significantly different from the listing description.
• Product is damaged, defective, or non-functional on arrival.
• Wrong product, wrong size, or wrong quantity was delivered.
• Product does not meet the agreed specification from an accepted quotation/RFQ.

2.2 Non-Eligible Returns

• Products that have been used, installed, or altered after delivery.
• Consumables (lubricants, sealants, adhesives) that have been opened.
• Custom-manufactured or made-to-order items.
• Returns raised after 7 days of delivery.
• Change of mind or over-ordering.

2.3 Return Process

• Raise a return request via your Order Details page on Raftoo.
• Provide photos/video evidence of the defect or discrepancy.
• Raftoo admin will review and mediate within 3 business days.
• If approved, the seller will arrange reverse pickup or the buyer will be asked to self-ship.
• Refund or replacement will be processed after the returned product is verified.

3. Refunds

4. Disputes

If a buyer and seller cannot agree on a return or refund, either party may escalate to Raftoo's dispute resolution process via the Orders page. Raftoo's admin will review evidence from both parties and issue a binding decision within 7 business days. Raftoo's decision is final for disputes within the Platform.

For disputes involving amounts above ₹5,00,000, parties may seek resolution through arbitration or courts as provided in the Terms & Conditions.

5. GST on Refunds

All refunds will include the GST component paid on the original order. Sellers must issue a GST Credit Note for returned goods as required under the CGST Act, 2017. Raftoo will not be responsible for GST implications arising from a seller's failure to issue proper credit notes.

6. Contact for Refund Issues

If your refund has not been credited within the timelines above, please contact us at support@raftoo.in with your Order ID and payment reference. You can also reach us via our Contact page.

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