Last Updated: 1 July 2025
Cancellation & Refund Policy
This policy governs cancellations and refunds for transactions conducted on the AgroZap Platform. Given the B2B nature of agrochemical trade, cancellation eligibility depends on the current status of the order in the fulfilment lifecycle.
1. Order Lifecycle & Cancellation Eligibility
| Order Status | Buyer Can Cancel | Seller Can Cancel | Condition |
|---|---|---|---|
| Enquiry / RFQ Submitted | Yes — freely | Yes — freely | No obligation at this stage |
| Quotation Received, Not Accepted | Yes — freely | Yes — freely | Quotation may lapse after validity period |
| Purchase Order Placed, Awaiting Seller Acceptance | Yes — within 2 hours of PO placement | Yes — may reject | No charges applicable |
| Purchase Order Accepted by Seller | Yes — within 4 hours of acceptance | No — cancellation by Seller attracts penalty | Buyer must provide valid reason |
| Order Being Packed / Processing | Subject to Seller approval only | No | Partial restocking charge may apply |
| Logistics Booked / Picked Up | Not permitted | Not permitted | Order in transit — return process applies |
| Delivered & Accepted | Not permitted | Not applicable | Return/replacement process applies |
2. Cancellation by Buyer
- Cancellations must be submitted through the Platform's order management interface or via email to contact@agrozap.in with the order ID and reason.
- Cancellations after Seller acceptance but within 4 hours are accepted without charge for the first two instances per month. Repeated cancellations may attract a platform usage penalty.
- Once logistics are booked, cancellation is not permitted. The Buyer must accept delivery and initiate a return if required.
- Cancellation of confirmed orders without valid reason may result in account suspension.
3. Cancellation by Seller
- Once a Seller accepts a Purchase Order, cancellation is permitted only in genuine cases (e.g., force majeure, product recall, regulatory suspension) with documented evidence submitted to AgroZap within 12 hours.
- Unjustified cancellation by Seller after acceptance shall attract a platform penalty of 2% of the order value or ₹500, whichever is higher, deducted from future settlements.
- Repeated Seller cancellations may result in account suspension or delisting.
4. Returns & Refund Eligibility
Returns and refunds are available only in the following circumstances:
| Scenario | Eligible for Return | Refund Timeline |
|---|---|---|
| Wrong product delivered (different SKU/brand) | Yes — raise within 48 hours of delivery | 5–7 business days after pickup |
| Product quantity short-supplied | Yes — raise within 48 hours with photo evidence | 5–7 business days after verification |
| Product damaged in transit | Yes — raise within 24 hours; submit unboxing video | 7–10 business days after investigation |
| Product expired at time of delivery | Yes — raise within 48 hours with batch/expiry photo | 7–10 business days after verification |
| Product quality dispute | Subject to third-party testing | 15–21 business days after test report |
| Change of mind / market conditions | Not eligible | N/A |
| Regulatory restrictions at destination | Not eligible (Buyer's responsibility) | N/A |
5. Refund Process
- Raise a dispute through the Platform with supporting evidence (photos, videos, delivery receipt, inspection report).
- AgroZap Dispute Team reviews the claim within 3 business days.
- Seller is given 48 hours to respond and provide counter-evidence.
- AgroZap issues a resolution order. If approved, refund is processed to the original payment source.
- For offline/bank transfer transactions, refunds will be credited to the Buyer's registered bank account.
Note: Platform convenience fees, logistics charges, and GST amounts are non-refundable unless AgroZap is at fault.
6. Non-Refundable Items
- Platform subscription or listing fees.
- Logistics and freight charges (unless logistics partner is at fault).
- Products that have been used, opened, or altered after delivery.
- Products not stored per manufacturer specifications.
- Regulatory, customs, and import duty charges.
7. Disputes
Unresolved disputes may be escalated to the Grievance Officer as detailed in the Grievance Redressal Policy. AgroZap's decision post-escalation is final and binding for platform-related matters, without prejudice to legal remedies.