Cancellation & Refund Policy

This policy explains when and how orders can be cancelled or refunded on City Mart. Please customise the timelines and conditions to match your actual business rules and local regulations.

1. Order cancellation by customer

• Customers may request cancellation of an order before it has been shipped / dispatched by contacting support or using the "My Orders" section (where available).
• Once an order is packed or shipped, cancellation may not be possible. In such cases you may need to follow the return process after delivery, if applicable.

2. Cancellation by City Mart / vendors

We or our partner vendors may cancel an order in full or in part for reasons including (but not limited to):

• Product out of stock or discontinued.
• Incorrect pricing or product information.
• Issues with payment authorisation or suspected fraudulent transaction.
• Delivery service not available at the shipping address.

In such cases, you will be notified and any amount paid for the cancelled items will be refunded.

3. Returns and replacements

Return and replacement eligibility may depend on the category of product (for example: food items vs electronics) and vendor‑specific rules. As a general guideline:

• Items that are damaged, defective or different from what was ordered may be eligible for return or replacement.
• Items that are used, altered or not in original condition/packaging may not be eligible.
• Certain items such as perishable goods, intimate apparel or customised products may not be returnable.

4. Refund timelines

• Once a cancellation or return is approved, we initiate the refund within 3–7 business days.
• The amount is credited back using the original payment method wherever possible (card, UPI, wallet, etc.). Actual credit time depends on the bank or payment provider.

5. Shipping and handling charges

Shipping and handling charges (if any) are normally non‑refundable, except when an order is cancelled by us or if the product delivered is defective / wrong.

6. How to raise a request

To request a cancellation, return or refund, please contact us within the applicable window at info@citymart.com with your Order ID, contact details and issue description.

7. Policy changes

We may revise this Cancellation & Refund Policy from time to time. Updated versions will be posted on this page, and the "Last updated" date will be modified accordingly.

Last updated: 04 January 2026