1. Scope & Introduction

This policy applies to all transactions on the ApniFactory marketplace. As a technology platform, **ApniFactory facilitates transactions but does not sell products directly.** This policy outlines the procedures for cancellations and refunds, which are primarily managed between the buyer and the seller, with ApniFactory acting as a mediator.

2. Order Cancellation

2.1 Cancellation by Buyer

• Before Seller Acceptance: Buyers may request to cancel an order at any time *before* the seller has accepted it.
• After Seller Acceptance: Once the seller accepts the order, cancellation is no longer guaranteed. The request will be sent to the seller, who may approve or deny it based on the order's fulfillment status (e.g., if it has already been packaged or shipped).

2.2 Cancellation by ApniFactory

ApniFactory reserves the right to cancel any order in, but not limited to, the following cases:

• Suspected fraudulent activity or misuse of the platform.
• Significant pricing errors.
• Violation of platform rules or Terms & Conditions.
• Order placed by a blacklisted user or seller.

3. Refund Policy

Refunds are processed to ensure buyers are protected while maintaining a fair marketplace for sellers. ApniFactory may mediate disputes and, at its discretion, temporarily cover a refund to a buyer, which the seller is then obligated to reimburse.

3.1 Refund Eligibility

A buyer may be eligible for a refund in the following cases:

• Damaged or Defective Product: The item received is broken, faulty, or does not work as described.
• Incorrect Product: The seller sent a different item, color, or size than what was ordered.
• Order Canceled: The order was successfully canceled (as per Section 2) but payment was already processed.

3.2 Refund Process & Timeline

• 1. Initiate Request: Buyer must report the issue to ApniFactory customer support within a specified timeframe (e.g., "within 48 hours of delivery"), often with photographic evidence.
• 2. Review & Mediation: ApniFactory will review the claim and coordinate with the seller.
• 3. Processing: Once a refund is approved by the seller or ApniFactory, it will be processed to the original payment method.
• Timeline: Refunds are typically processed within **5–7 working days**, subject to bank processing times and seller cooperation.

4. Buyer & Seller Responsibility

4.1 Buyer Responsibility

As per the Terms & Conditions, buyers acknowledge that ApniFactory is a marketplace. Buyers bear all risk related to product quality, authenticity, and damages during transit. ApniFactory is not liable for any loss or dissatisfaction arising from the purchase.

4.2 Seller Accountability

Sellers are solely responsible for the products they list and sell. Sellers must honor refund requests for valid claims. Failure to comply with this policy may result in:

• Temporary suspension of the seller's account.
• Withholding of payouts.
• Permanent blacklisting and removal from the platform.

5. Dispute Resolution

We encourage buyers to first contact ApniFactory customer support to report any issues. We are committed to mediating a fair resolution.

• Grievance Officer: If the issue is not resolved, it can be escalated to the Grievance Officer, Hansraj Bose.
• Email: Communications@apnifactory.co.in
• Phone: +91-7648911811
• Jurisdiction: All unresolved disputes are subject to arbitration or legal proceedings exclusively in the courts of Indore, Madhya Pradesh, India.

6. Amendments

ApniFactory reserves the right to update this Refund & Cancellation Policy at any time. All updates are effective immediately upon posting on the platform. Your continued use of the platform constitutes your acceptance of the revised changes.