Cancellation, Refund & Delivery Policy

A signed-in customer may open an active order and select Request cancellation. The customer must provide a reason. The request is sent to the selected store and remains marked as awaiting review until the store responds.

Submitting a request does not immediately cancel the order. The store may approve it or explain why it cannot be approved, for example because fulfilment or delivery has already progressed. Customers can see the request, response and timestamps in the order record and may also contact the store directly.

Where a refund is due, the store that received the customer's payment is responsible for arranging it and communicating the method and expected processing time. Cancellation approval does not by itself mark a payment as refunded. The order's payment and refund status should be used as the record of progress.

Cash, UPI and other payment methods may require different refund arrangements. Customers should not send PINs, OTPs or other account-security credentials to a store or to MySoMart support.

Delivery estimates are supplied by the store and can change due to availability, access, weather or other fulfilment conditions. Customers should contact the store using the order screen for delivery updates, address corrections or substitution questions.

Nothing in this policy restricts remedies required by applicable consumer law, including where goods or services are defective, deficient, spurious, incorrectly described, or delivered later than an agreed schedule except where legally permitted. A store must not use this policy to remove rights that cannot be waived.

The selected store sets product prices, receives customer payment, fulfils the order, controls delivery and makes cancellation and refund decisions. MySoMart operates the marketplace technology, stores the request history, delivers configured notifications and provides platform support and grievance escalation.

This allocation of operational responsibility is not a blanket exclusion of liability and does not remove any obligation that applicable law places on the marketplace or the seller.

Use the store contact shown on the order page first. If the store does not respond, a refund remains unresolved, or the concern relates to the platform, contact MySoMart grievance support at support@mysomart.com and include the order code, the issue and the resolution requested. Do not include payment PINs or OTPs.