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Home / Contracts & Documents / Refund & Cancellation Policy
Last updated: 2 October 2026
A clear refund and cancellation policy reduces disputes, chargebacks and consumer complaints — and online sellers are required to display one. Expertvuw’s team drafts policies that match how you actually sell and deliver, in line with Indian consumer law.
The Consumer Protection Act, 2019 protects consumers against unfair trade practices, and the Consumer Protection (E-Commerce) Rules, 2020 require online sellers and marketplaces to display clear information about return, refund, exchange, warranty, delivery and cancellation terms, along with grievance redressal details. E-commerce entities cannot impose cancellation charges on consumers unless they bear similar charges when they cancel.
A good policy explains what can be returned or cancelled and when, the condition goods must be in, how refunds are processed and in what time, deductions (if any), exceptions such as customised or perishable goods, and how to raise a request. Payment gateways also usually require a published refund policy before activating your account.
Unfair or hidden refund terms can be challenged before consumer commissions, so the policy should be fair, visible before purchase and applied consistently.
Basis: Consumer Protection Act, 2019; Consumer Protection (E-Commerce) Rules, 2020; payment aggregator requirements under RBI directions. Last updated: 27 September 2026.
Online sellers must display return and refund terms.
E-commerce entities must provide grievance redressal details.
Cannot be imposed unless the entity bears similar charges.
Usually require a published refund policy.
Can be challenged before consumer commissions.
The policy must match actual practice.
Refund disputes usually start with unclear terms.
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Refund policies connect with these services.
Website and app terms.
Handling consumer complaints.
Privacy policy.
Seller terms for marketplaces.
Review how you sell and deliver.
Prepare the policy.
Match terms, invoices and checkout.
You review the draft.
Display before purchase.
Revise when practices change.
Refund policies must match practice.
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Share your query and our team will reply during business hours.
Yes. The E-Commerce Rules, 2020 require online sellers to display return, refund and cancellation terms.
Blanket no-refund terms can be challenged as unfair; exceptions should be reasonable and clearly stated.
Most gateways require a published refund policy before activating the account.
E-commerce entities cannot impose cancellation charges unless they bear similar charges when they cancel.
Clearly on the website or app, before the purchase is completed.
ACS – Director, Expertvuw Management Pvt Ltd
Agreements and policies are drafted by Expertvuw’s team for your review and negotiation. Where you need a legal opinion, dispute advice or representation, it is provided by independent advocates. Expertvuw is a corporate services company, not a law firm.