1. Eligibility for Refund

As a user of the Akar app, you may be eligible for a refund under the following circumstances:

• Order Cancellation: If you or the Seller cancel the order before it has been shipped or dispatched.
• Incorrect or Damaged Products: If you receive an item that is defective, damaged, or significantly different from its description, subject to the specific Seller's return policy.
• Non-Delivery: If a prepaid order is not delivered to you within the maximum estimated delivery time provided.

2. The Refund Process (ONDC IGM)

• To initiate a refund, you must raise a grievance through the "My Orders" or "Help & Support" section in the Akar app within the timeframe specified by the Seller's policy (usually 48 hours of delivery).
• Since Akar is a Buyer Application (BAP) on the ONDC network, your complaint is directly routed to the respective Seller via the ONDC Issue and Grievance Management (IGM) framework.
• The final approval for the refund depends on the Seller verifying your claim (e.g., checking unboxing videos or images).

3. Payout Timeline & Mode

• Payment Method: All approved refunds will be credited back automatically to the original payment method used during the purchase (e.g., UPI, Credit/Debit Card, Net Banking).
• Processing Time: Once the refund is approved by the Seller or Platform, it typically takes 5 to 7 business days for the amount to reflect in your bank account, depending on your bank's processing times.

4. Partial Refunds

If you ordered multiple items and only a part of your order is cancelled, damaged, or unavailable, you will receive a partial refund strictly corresponding to the value of the affected item(s).