Plans change. We keep it clear.

How cancellations and refunds work

This Refund & Cancellation Policy applies to eligible orders placed through Ragu Shop.

A cancellation request is generally easier to process before an order has been packed for final dispatch or handed to the courier. Customers should therefore contact us as soon as possible if they wish to cancel.

Once an order has been dispatched, cancellation may no longer be operationally possible and the request may instead be handled under our Return Policy, subject to eligibility.

Cancelling an order before dispatch

If you wish to cancel an order, contact our support team as soon as reasonably possible with the relevant order details.

An eligible cancellation may be accepted where the order has not already progressed beyond a stage at which cancellation can reasonably be stopped.

If payment has already been successfully received for an order that is subsequently cancelled and the cancellation is approved, the applicable amount will be refunded.

What if the order has already shipped?

Once an order has been dispatched or handed to a courier partner, it may no longer be possible to cancel the shipment.

If you no longer require the product, any request after delivery will be considered under our Return Policy and will be subject to the applicable return conditions.

When we may need to cancel an order

In limited circumstances, Ragu Shop may be unable to fulfil an order and may need to cancel it.

• The ordered product becomes unavailable.
• Payment cannot be successfully verified.
• The delivery address cannot reasonably be serviced.
• An obvious catalogue, technical or pricing error prevents lawful or reasonable fulfilment.
• Fraudulent, unauthorised or suspicious activity is reasonably detected.
• Fulfilment is prevented by applicable law or a lawful authority.
• Exceptional circumstances make fulfilment reasonably impossible.

If we cancel a prepaid order after successful payment, the eligible amount paid for the cancelled order will be refunded.

When a refund may be issued

A refund may arise in circumstances including:

From approval back to your account

When will the money appear?

Once an eligible refund has been approved, we aim to initiate it as soon as reasonably practicable through the relevant payment channel.

After initiation, the time required for the refunded amount to appear in your bank account, card, UPI-linked account or other payment instrument is controlled partly by the bank, payment gateway or payment service provider.

If an approved refund appears unusually delayed after initiation, contact us with the order and transaction details so that available information can be reviewed.

Where the refund goes

Where reasonably possible, refunds for prepaid transactions are generally processed through the original payment method or the payment route associated with the original transaction.

In circumstances where an original payment channel cannot accept the refund, we may request reasonable information necessary to process an alternative lawful refund method.

Customers should not provide confidential credentials such as UPI PIN, card CVV, OTP or banking passwords for the purpose of receiving a refund.

Money debited, order not confirmed?

Occasionally, a payment attempt may fail or remain incomplete even though the customer initially sees a debit or pending transaction.

In such cases, the payment may be automatically reversed by the bank or payment provider according to its own settlement process.

If the debit does not reverse within the period indicated by your bank or payment provider, contact both the relevant provider and Ragu Shop with available transaction details.

Charged more than once?

If multiple successful payments appear to have been collected for the same payable order transaction, contact us with the order number and relevant payment references.

Once the duplicate successful payment is verified, the excess eligible amount will be processed for refund.

Refund after an approved return

Where a customer returns a product under our Return Policy, an applicable refund may be processed after the returned item is received and the relevant quality or eligibility verification is completed.

Verification may include confirming the product, tags, condition, accessories, reported issue and order details.

What happens to delivery charges?

Treatment of shipping, delivery or reverse pickup charges depends on the reason for cancellation or return and any charges disclosed for the transaction.

Where the refund arises because we supplied a materially defective, damaged, incorrect or otherwise qualifying product, customer remedies will be handled consistently with applicable consumer law.

For voluntary or preference-based returns, original shipping or return pickup charges may be non-refundable where this was properly disclosed and is legally permitted.

When only part of an order is affected

If only one or some items in a multi-item order are cancelled, unavailable, returned or otherwise eligible for refund, the refund may be limited to the applicable amount for those affected items.

Any applicable allocation of discounts, promotional benefits or order-level charges may be taken into account where legally permitted and consistent with the original transaction.

Cancellation of COD orders

An eligible Cash on Delivery order may be cancelled before dispatch where operationally possible.

Since payment has not yet been collected for an unpaid COD order, no payment refund is ordinarily required when such an order is successfully cancelled before delivery.

If a refund becomes payable in connection with a completed COD transaction, we may request reasonable payment details necessary to issue the refund through an available lawful method.

If a parcel comes back

A shipment may be returned to origin if delivery is refused, repeatedly unsuccessful, the address is incorrect or other delivery issues prevent completion.

For prepaid orders returned to origin, any refund or re-shipment decision may depend on the circumstances, product condition, reason for failed delivery and applicable customer rights.

Protecting the refund process

Refund or cancellation requests may be reviewed where there are reasonable signs of fraud, payment manipulation, false claims, product substitution or deliberate abuse of the cancellation or return process.

We may request reasonable supporting information before approving such a request.

This provision will not be used to deny genuine consumer remedies or legitimate grievances merely because a customer has exercised lawful return, cancellation or refund rights.

Changes to this Policy

We may revise this Refund & Cancellation Policy to reflect changes in our order processing, payment methods, courier arrangements, customer processes or applicable law.

The current version may be published on this page together with an updated "Last Updated" date.