This Refund & Cancellation Policy explains how order cancellation, refund initiation, and refund processing work when you shop on the Callsouq platform. This policy must be read together with the Callsouq Terms & Conditions for Consumers and the Callsouq Consumer Privacy Policy.

By placing an order on the Callsouq Platform, you agree to this policy.

1. Order Cancellation by Customer

1.1 Before Dispatch

You may cancel your order anytime before the order is dispatched using the Callsouq app/website under "My Orders".

1.2 After Dispatch

Once an order is dispatched or out for delivery, cancellation may not be possible.

You may still refuse delivery, but:

• Delivery charges (if applicable) are non-refundable.
• The product value will be refunded to your Callsouq Wallet after the item returns to our facility.

1.3 High-Value Orders & COD

• For COD orders, Callsouq may require phone verification before dispatch.
• If verification fails or the customer declines confirmation, Callsouq may cancel the order automatically.

2. Cancellation by Callsouq

Callsouq may cancel an order (fully or partially) for reasons including but not limited to:

2.1 Delivery Infeasibility

• Address unreachable
• Remote or unsafe delivery location
• Road/infrastructure restrictions
• Weather or traffic blockages

A full refund will be provided for such cancellations.

2.2 Customer Unavailability

If the customer is not reachable or unavailable at the time of delivery:

• Callsouq may attempt rescheduling once
• If still unsuccessful, the order will be cancelled
• Delivery charges (if any) will not be refunded

2.3 Inventory or Data Errors

Orders may be cancelled due to:

• Incorrect stock availability
• Wrong price or tax displayed
• Product unexpectedly out of stock
• System or listing error by supplier/retailer

A full refund is issued for such cancellations.

2.4 Fraud or Risk Detection

Orders may be cancelled if flagged for:

• Misuse of coupons
• Suspicious returns history
• Multiple failed delivery attempts
• Payment irregularities

Callsouq's decision will be final.

3. Refund Initiation Timeline

3.1 Standard Refund Timeline

Refunds are initiated by Callsouq within:

→ 48 business hours

after cancellation or return confirmation.

3.2 Wallet Refunds

For all registered customers:

• Refunds are first credited to their Callsouq Wallet
• Wallet balance can be used for future purchases or withdrawn to bank/UPI/card

3.3 Refund Reflection Time

While Callsouq initiates refunds within 48 business hours, the final credit to bank/card may take:

3–5 business days

depending on:

• Payment gateway settlement cycles
• Your bank/UPI processing time
• Weekend or holiday delays

This delay is outside Callsouq's control.

4. Refund Method

5. Non-Refundable Charges

The following charges are non-refundable under all circumstances:

• Delivery fees
• Handling fees
• Convenience charges (if applicable)

Refunds apply only to the product value unless the cancellation is caused by Callsouq's operational error.

6. Refund After Product Return

Refund will be processed only after:

1. The returned product is received by Callsouq
2. Product condition is verified
3. Return request is approved based on policy

Returns must comply with:

• Unboxing video requirement
• Return window
• Condition of returned items
• Non-returnable category rules

If the return is rejected (e.g., used product, missing accessories, tampered packaging), no refund will be issued.

7. Partial Orders & Multiple Shipments

When your order contains multiple items:

• Refunds for cancelled items are processed individually
• Cancellation of one item does not affect the remaining items
• Each shipment acts as a separate transaction for refund purposes

8. Failed Delivery Refunds

If delivery fails because of:

• Wrong address
• Invalid PIN code
• Customer unavailable
• Customer refusing delivery

Refund = Product Value Only

Delivery/handling charges will not be refunded.

9. Refunds for Damaged / Wrong / Missing Items

Refunds are issued only if:

• Issue is reported within 24 hours of delivery
• Unboxing video is provided
• Evidence confirms damage or wrong item

Based on availability:

• Replacement may be provided OR
• Refund of product value may be issued

Callsouq's decision is final after reviewing evidence.

10. Force Majeure – No Liability Refund Clause

Refund decisions remain subject to events beyond Callsouq's control, including:

• Natural disasters (flood, fire, cyclone, earthquake)
• Accidents affecting warehouse or delivery chain
• Government restrictions
• Strikes, lockdowns
• Transport interruptions

Callsouq will make reasonable efforts to issue refunds, but is not responsible for delays or losses caused by such events.

11. Fraud, Abuse & Policy Misuse

Refunds may be denied or limited if Callsouq detects:

• Fake damage claims
• Item swapping or tampering
• Excessive returns
• Misuse of COD orders
• Manipulation of payment systems

Accounts may be suspended permanently.

12. Final Decision Clause

All refund and cancellation decisions by Callsouq are final and binding, subject only to:

• Applicable Indian consumer protection laws
• Platform Terms & Conditions

13. Contact Support

For refund or cancellation assistance: